Resident Services Associate - Night

PMR are seeking an enthusiastic Resident Services Associate (night shifts) for one of the largest Build to Rent operators in the UK!

Working pattern is 7:30pm to 7:30am, 4 days on 4 days off.

Salary on offer up to £25,000.

We've summarised here some of the day to day functions of the role:

• Deliver an exceptional experience to every person, beginning with an unmatched first impression and building rapport with other team members, visitors, investor and clients, and both prospective and current residents
• Management of complaints/issues arising from Residents, ensuring that all complaints are dealt with quickly and efficiently. This requires strong and efficient communication skills, maturity, an abundance of common sense and the ability to stay calm in a crisis
• Maintain and uphold a high standard by conducting routine inspections of all community amenities and common areas, and working with the Maintenance team or other teams to ensure that all areas are well-maintained
• Follows-up with future, new, current and past residents by personalising thank-you notes, cards, emails or making telephone calls to ensure resident satisfaction throughout their tenancy
• Executes and assists with activities to support of the community's leasing team and lease renewal program
• Executes and assists with activities to in relation to any community activities and events
• Responds quickly and courteously to resident concerns and questions, and takes prompt action to solve problems and/or document and convey resident or other requests to the appropriate individual
• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area of responsibility and reporting violations or infractions to appropriate individual
• Follows health & safety procedures and policies in accordance with company, community, and departmental policies & procedures
• Identifies areas for improvement and offers suggestions and recommendations to optimise efficiency and productivity
• Keeps abreast of current changes in technology, processes, and standards within the industry and area of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications, or utilising other appropriate methods to obtain business and professional information, and applies knowledge and practices to area of responsibility
• Ability to keep sensitive information highly confidential at all times
• Other activities will include such things as handling and logging incoming parcels, delivering post and other reasonable requests
  
  

Person specification & experience:

• Proven experience in residential services, leasing, guest relations, hospitality, sales, or marketing that demonstrates a customer service and experience background
• Proficiency in executing exceptional customer service within a customer facing role
• Excellent written and spoken English
• IT skills including MS Word, Excel & Outlook (training will be provided for our internal database system)
• Excellent relationship building skills, both with entirely new and long term residents
• Efficient and organised individual with excellent communication skills and has a sensitive, professional and well-mannered nature
• Works exceptionally well within a team dynamic and contributes to an established open culture
• Ability to build positive and productive working relationships with colleagues
• Ability to follow company policies and procedures