Resident Associate - Wembley

PMR are seeking a Resident Associate for a Build to Rent development in Wembley. They will be responsible for supporting the Resident Manager with the day-to-day operation of the building, ensuring an optimal customer experience from move-in, all the way through to move-out. This will involve managing the resolution of all reported issues from residents. This role involves working front of house and will include a lot of resident interaction to enhance resident experience.

Customer Service and Team:

• Ensure full knowledge of apartment and communal area systems and operation in order to deliver customer service in line with company standards.
• Assist the Events team when needed, to set up and present customer social events & activities.
• Work closely with 3rd party suppliers/ in-house departments (i.e., night concierge, Leasing) supporting the Resident Manager deal with resident requests in line with departmental deadlines escalating more complex customer issues to the Resident Manager, as necessary.
• Work closely with the Defects Team to ensure customer work orders are validated prior to reporting as defects during contractor warranty period, arranging contractor access as required.
• Delivering great customer service while adapting to customer/resident feedback to ensure we consistently strive to deliver on resident engagement targets.

Commercial

• Drive and promote ancillary revenue in line with targets.
• Network and regularly interact with customers to build customer relations and confidence in order to aid customer renewals and generate referrals.
• Continually work with your Resident Manager to implement cost and time efficiencies to deliver on your P&L targets.

Operational/Compliance

• Ensure cases received are acknowledged, actioned and closed out within agreed SLA.
• Support Resident Manager to collate data for weekly / monthly reports as required by the Operations Manager.
• Carry out daily inspections of development to ensure they are to company standard and support the Development Manager with required health and safety compliance.
• Ensure that all move in's & move outs are coordinated with the relevant departments.
• Enable all specialist contractor / 3rd party company access to buildings as required in line with departmental procedures.
• Carry out daily and weekly checks keeping records to ensure apartments are always lease ready.
• Attend and carry out all required apartment inspections.
• Ensure post-PC snagging items are kept to a minimum and are dealt with in a timely manner.
• Complete all salesforce active related to the customer/ resident journey in line with the operational SOP's.
• Support the Resident Manager in the maintenance and admin of the development assets.

Health & Safety

• Ensure all matters relating to H&S compliance are adhered to and reported where required, including statutory checks as directed by the Resident Manager.

Qualifications/Experience/Skills:

• ARLA / AIRPM qualifications or similar
• Excellent communication and people skills
• IT literate with CRM software and Excel experience
• Experience in customer facing roles essential, ideally from hotel, retail, student accommodation or residential sectors.