Resident Experience Ambassador

Our Resident Experience team are the first and last impression that residents and their guests have of our brand and the homes we represent at Beorma Quarter. In order to attract and retain residents within a highly competitive city centre market, our residential developments must become ‘experience destinations’ in their own right - places where people are proud to live, connect, and belong.

At Beorma Quarter, a landmark development offering luxury apartments in the heart of Birmingham’s most vibrant and culturally rich district, our ambition at Avison Young is simple: to deliver a dynamic, market-leading residential service that reflects modern living expectations and enhances everyday lifestyle. This role is uniquely positioned to drive resident engagement, create a sense of community, and support long-term resident satisfaction and retention within a premium, design-led environment.

Our Resident Experience team are essential in shaping the living experience, ensuring every resident and guest receives a positive, memorable interaction from arrival to departure. The opportunity to connect, engage and build a thriving residential community goes far beyond traditional concierge duties. We are creating spaces that welcome, inspire, and bring people together, and our team are the ‘wow’ differentiator within them.

You will predominantly be based within the residential lobby environment, acting as a host, guide and support function for residents and their guests. You will take ownership of your space, demonstrating pride in its presentation and continually seeking innovative ways to enhance the residential experience. Through proactive service, use of technology, and a deep understanding of resident needs, you will push the boundaries of what premium residential service can look like, always seeking opportunities to surprise and delight.

Our values are inherent to the success of this role. They are more than words; they are the DNA that drives our culture and defines how we deliver exceptional service. Alongside our Behaviours Playbook, they shape how we work together, support our residents, and create outstanding places to live.

Responsibilities

• Provide a user focused service experience that is built on the foundations of exceeding expectations, making each and every resident feel important and valued.
• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’.
• Maintain exceptional presentation of residential lobby and common areas.
• Welcome residents and guests into the building in a warm, friendly, and efficient manner, supporting the onward journey where required.
• Create a luxury arrival and departure experience aligned with our standards.
• Act as the key point of contact for resident enquiries and lifestyle requests.
• Support efficient check-in of visitors, utilising technology where possible to ensure efficient and cost-effective solutions are promoted.
• Manage parcel receipt, storage, notification and distribution securely.
• Coordinate resident move-ins, move-outs and deliveries within the building.
• Management of resident access fob/keys allocation, creation and deactivation.
• Maintain discretion and confidentiality of residents and their business at all times.
• Support residents with issue logging via provided system.
• Follow correct escalation procedures of any high-risk issues that come to your attention.
• Ensure RAMS are in place for, and maintain oversight of any contractors / onsite works and sign off job completion.
• Undertake fire marshal and first aid responsibilities.
• Sensitively manage any noise and disruption complaints, communicating frequently.
• Support resident access and booking of amenity spaces and facilities.
• Continuously drive relationships and connectivity with residents to better understand their views on changing needs and requirements of the service delivery, keeping aware of service trends and seeking solutions to introduce them into the everyday service.
• Utilise technology to drive resident communication and engagement.
• Promote and support resident events and community initiatives.
• Network with local community to generate exclusive discounts and offers for residents.
• Contribute to the residents newsletter as required.
• Use autonomy given to take ownership of the welcome spaces, taking pride in appearance, and regularly reviewing innovative opportunity the space can accommodate.
• Champion a ‘One Team’ approach with other service providers to ensure the service is seamless in appearance to the user.
• Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with information as required.
• Surprise and Delight – recognise birthday celebrations, anniversaries and international awareness days, both in person and digitally.
• In conjunction with Principle, contribute with ideas for, and implement the employee resident events calendar.
• View all challenges and complaints as an opportunity; seek to resolve the situation in a way that excels expectations.
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives.
• Continuously seek and action feedback on service delivery and opportunity.
• Network with your Experience colleagues around the UK, building relationships and supporting each other.
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence.
• Offer input into the monthly client report, taking ownership of allocated sections as requested.
• Take an active role in training and supporting new/cover colleagues through their induction period.
• Attend training courses as required, actively seeking to introduce learnings into everyday service.
• Take charge of your own development, actively contributing to appraisals and seeking training opportunity.
• Ensure Health and Safety requirements within your remit are monitored, escalating where appropriate.
• Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, and unconscious bias.
• Participate and assist with prospective resident show rounds.
• To portray yourself as an Ambassador for Avison Young at all times.

This job description is not intended to be a complete list of all tasks. Your day-to-day workstreams may include tasks not listed above and it is expected that you will demonstrate a positive, ‘can do’ approach to any other reasonable duties requested of you with the correct escalation of concerns where required. It is a live document and will be reviewed and reissued as appropriate in line with any changes to our service requirements.

Qualifications

• Exudes passion for service delivery in their character.
• Has a proactive, motivated, good natured personality.
• Always communicates in a positive tone.
• Possesses a very customer focused manner, confident in delivering exceptional services in all circumstances and environments.
• Has a passion for technology and opportunity to utilise within service delivery environment.
• Thrives in an environment where providing solutions is key to success, demonstrating creativity to problem solving.
• Is a change advocate.
• Forward thinking, and wants to continuously develop the service and themselves.
• Keen to reach out to local businesses and establishments in order to provide meaningful events for residents.
• Excellent attention to detail – always seeking to find the hidden opportunity to wow whilst ensuring the security of the building.
• Team player, supports all colleagues to achieve with a ‘One Team’ focus.
• Maintains pride in personal appearance, following any guidelines set by the company.
• Ability to react quickly, and prioritise needs in a fast-paced environment.
• Previous experience within a service delivery environment similar to hotels, airlines etc and confidence to demonstrate at interview.
• Previous experience and comfort working with technology in service delivery, and possessing the ability to adapt to new technology as it is launched and confidence to demonstrate at interview.
• Ability to demonstrate understanding of, and previous experience of delivering, exceptional service at interview.
• Confident communicator.
• Competent user of Microsoft Office suite.
• Fluent written and spoken English.
• This is not a ‘desk-only’ based role; you will be expected to be present and mobile within the Lobby area and building for parts of the day.

Equal Opportunities

At Avison Young, we are committed to building an inclusive culture that empowers all of our employees to thrive, be successful and feel a sense of belonging. Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equally. If you are a person with a disability, if you are neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, Avison Young will be happy to make reasonable adjustments to our processes for you.