Resident Services Associate - North London

PMR are seeking an experienced Resident Services Manager for a well-established provider of Build to Rent homes in North London!

OVERVIEW

• Provide support to the Resident Services team to ensure that residents receive an excellent service, the building is maintained and managed efficiently to great standards.
• Provide a professional and proactive point of contact for all customers (residents), general public, professionals, contractors and colleagues from other departments.
• Shift patterns are Monday to Friday and only 1 in 3 Saturday's (with a day off in lieu the following week), 9 hours per day between 8am and 8pm

RESPONSIBILITIES

• Face to face resident interaction, building a good relationship and rapport with customers ensuring they feel welcome, safe and at home
• Conducting customers viewings and tours where required
• Undertaking pre-let inspections and scheduled inspections of communal areas
• Managing defects, repairs and warrantee issues through to completion
• Logging receipt and collection of customer parcels
• Key management
• Building security and resident administration in line with GDPR
• Administrative duties including conducting right to rent checks, processing invoices, processing tenancy termination notices and producing system reports

QUALIFICATIONS, SKILL AND EXPERIENCE

• Demonstrable experience of working in a busy administrative role is essential
• Excellent organisational skills must be demonstrated together with effective time management and ability to consistently achieve tight deadlines is essential
• Previous experience working in organisations providing market rent properties, travel & tourism or hospitality is essential
• Good working knowledge of Microsoft Word, Excel, Outlook and the ability to adapt to bespoke databases is essential
• Strong experience working at business/private events would be beneficial
• Previous experience of working in a team, with the ability to successfully build and maintain working relationships and work collectively with colleagues
• Strong written and verbal English and numeracy skills
• Qualifications in Property or customer service would be advantageous
• Excellent communication and customer service skills must be shown
• Ability to use own initiative to problem solve and take ownership of tasks
• Passionate about customer service
• Demonstrable ability to think creatively and embrace new challenges daily
• Goal-focused, positive and resilient with the determination to deliver exceptional outcomes for its residents and communities
• Demonstrable experience of company Core Values (every home matters; people at the heart; leading the way and exceeding expectations)

CUSTOMER ENGAGEMENT & OPERATIONS

• Carry out services such as meet & greet, reception, parcel handling, inspections, lettings viewings and ad-hoc tasks, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person.
• Ensure the resident move in and move out process is seamless to include property checks
• Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service
• Handle day to day enquires from residents and complaints escalating where required Operations
• To ensure the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
• Manage & co-ordinate resident bookings of amenity space and cleaning as required
• Assist in the smooth running of the letting process from offer acceptance to move-in and settling of new tenants.
• Liaise & book contractors, cleaning and maintenance operatives.
• Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented and targets are achieved.
• Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required
• Prepare and update all local information and resident handbook content Customer Engagement
• Identify opportunities for enhanced service delivery to optimise customer experience
• Meet & Greet residents and handle complaints to an effective resolution
• Host & attend regular events for residents, ensuring that events are run smoothy and marketed effectively through social media and other methods of communication.

REPORTING

• Prepare and ensure the delivery of shift handover documents
• Log all, distribute and receipt keys, parcels and visitors
• Assist with drafting the Resident Service budget, monitoring it regularly and ensuring expenditure is within target

OTHER

• Any ad-hoc tasks as requested by the Resident Services Manager, including, but not limited to general site cleaning, litter picking and carrying out "building walks" to review cleanliness and where appropriate addressing all areas that need tidying up or cleaning.
• Respond to out of hours emergency calls in absence of manage
• Represent the company as required
• Actively contribute to delivering objectives
• To be customer-focused in all dealings with residents