Resident Services Associate - Hampshire

PMR are seeking an enthusiastic Resident Services Associate to work with our client, one of the UK's leading Build to Rent providers, working across their two Hampshire developments.

Customer Service

• Carry out services such as maintenance enquires, 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 and right to rent 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 voids & unit management, end of tenancy processes, regular health and safety checks, raising works orders and approval of invoices.
• Liaise with management team to provide resident events.
• Complete in tenancy property inspections and visits to residents' homes as and when required.
• 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.

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 smoothly and are marketed effectively through social media and other methods of communication, working with Management team.

Reporting

• Assist Resident Service Manager with weekly and monthly operations reports.
• Record all receipt of keys and visitors to site.
• Awareness of operating budget, ensuring expenditure is allocated to correct funding codes.

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 manager.
• Represent the business as required.
• Actively contribute to delivering objectives.
• To be customer-focused in all dealings with residents.
• Work with teams; Credit Control, Customer Service, Lettings and Facilities Management.

Qualifications / Skills:

• Previous experience working in organisations providing property management is essential
• Previous experience of working in a team
• Strong written and verbal English
• Qualifications in property or customer service would be advantageous
• Previous experience of working towards and achieving targets
• A good communicator with strong interpersonal skills, including the ability to listen
• Well-groomed and professional appearance
• Passionate about customer service
• Ability to build relationships and work collectively with colleagues
• Demonstrable ability to think creatively and embrace new challenges daily
• Goal-focused, positive and resilient with the determination to support the business in delivering exceptional outcomes for its residents and communities
• Experience of working within a team and alone to achieve targets