Senior Resident Services Assistant in Birmingham

We are looking for an amazing Senior Resident Services Assistant to join our friendly team at The Whitmore Collection, Birmingham and act as the face of the development with residents and visitors, displaying professionalism and a genuine care for the property. This role is a permanent contract working 40 hours per week, 5 days out of 7 on a rota basis.

As Senior Front of House, you’ll be right at the heart of our community, ensuring our residents have an amazing experience from the moment they arrive until the moment they leave us. You’ll be involved in everything from handling enquiries to making sure:

• Act as the face of the community, delivering a professional and welcoming resident experience.
• Maintain a safe, secure, and compliant building through inspections and procedures.
• Support team performance, including training, onboarding, and supervision of Community Hosts.
• Contribute to an exceptional resident journey and overall community experience.

Key responsibilities:

• Team leadership & quality: Coach, mentor, and support Community Hosts, including onboarding and inductions. Provide feedback, set objectives, and maintain service standards through audits. Ensure policies, procedures, and safety standards are consistently followed.
• Leasing & commercial awareness: Support enquiries, viewings, applications, and marketing activity. Maintain listings, analyse data, and contribute to performance targets.
• Resident lifecycle (Move-in to Move-out): Ensure compliance, apartment readiness, and smooth move-in/out processes. Support renewals, inspections, and resolve deposits or damages efficiently.
• Resident & building services: Handle resident enquiries, complaints, and maintenance requests. Manage parcels, bookings, communications, and resident accounts. Coordinate contractors, services, and day-to-day building operations. Support resident events and maintain high presentation standards.
• Safety & operations: Conduct regular building patrols and safety checks. Monitor CCTV, manage access, and respond to emergencies appropriately.

Who you are (key skills & experience):

• Experience supervising, coaching, or leading a team.
• Excellent communication, organisation, and problem-solving skills.
• Confident using Microsoft Office and management systems.
• Able to work independently, follow procedures, and stay calm under pressure.
• High attention to detail with strong standards for presentation and service.
• Professional, proactive, and resident-focused with a positive attitude.

And here’s what we offer:

• Birthday day off, monthly paid wellbeing hour & enhanced annual leave to make sure you get the rest you need.
• Company pension scheme & medical cover for your long-term health & to help plan for the future.
• Refer a friend scheme to earn that bit of extra money by bringing incredible talent on board.
• Paid volunteering day & social events to give back to causes that truly matter & connect with your colleagues.
• Enhanced sick pay & family leave to take care of yourself & your loved ones.
• Life events for those big milestones like your child's first day at school or when you get the keys to your new home.
• Cycle to work scheme to help you get to work in a healthier, greener way.
• Study support to help you grow & reach your goals.
• Long service awards to celebrate every milestone with us.
• Employee assistance & counselling for those times when you need a little bit of extra support.

If you’re excited about making a real impact and being part of something special, we can’t wait to hear from you!