Resident Services Associate

Resident Services Associate

Department: Build to Rent

Employment Type: Permanent

Location: Alexandra Gate

Reporting To: Steph Douglas

Description

Berkeley Living is a dedicated rental offering from the Berkeley Group, combining five decades of expertise in creating high-quality homes and communities with a forward-looking approach to modern living. Established to redefine the rental experience, Berkeley Living delivers homes of exceptional design and craftsmanship, supported by an unwavering commitment to service, care, and attention to detail.

Our developments are located within established, well-connected Berkeley communities, ensuring residents enjoy not only beautifully designed apartments but also thoughtfully curated public spaces, amenities, and excellent transport links. Every element has been considered to provide a seamless, stress-free experience, where flexibility meets the reassurance of a trusted and responsible landlord.

At the core of Berkeley Living is a belief that renting should be as effortless as it is rewarding. We remove complexity, anticipate needs, and foster welcoming environments where individuals can feel truly at home. In doing so, we set a new benchmark for renting – one that prioritises quality, integrity, and excellence at every stage.

Key Responsibilities

This is an exciting opportunity to join a new build to rent (BTR) development launching in Wood Green in Spring 2026. As a Resident Service Associate, you will be the welcoming and friendly face of the development – the first point of contact for prospects and residents alike – and playing a critical role in hitting leasing goals while creating and delivering exceptional resident experiences at every interaction. This will be a fast-paced, sales-driven, front of house role where no two days will be the same. You’ll combine the energy of a motivated sales professional with the attentiveness of a hospitality-driven customer service specialist.

The RSA will take ownership of all tasks allocated to them and work with the rest of the on-site team to ensure that KPIs are being achieved in leasing, arrears, budget management and H&S compliance.

• Actively drive leasing performance, ensuring all enquiries are captured, nurtured, and converted into signed leases.
• Ensuring all leads within the property management system are responded to promptly and efficiently, scheduling viewings and negotiating deals with warming energy and kind persistence.
• Working collaboratively with the on-site team to drive operational and leasing performance and provide a best-in-class resident experience.
• Be the welcoming face of the concierge area, greeting residents and visitors, handling walk in enquiries and ensuring every interaction is offering a best-in-class experience.
• Conduct viewing appointments of apartments as per the “Berkeley Living” way.
• Results-driven, with proven sales skills and a motivation to meet leasing targets.
• Deliver a seamless, high-touch customer journey — ensuring every prospect and resident feels valued, supported, and at ease throughout.
• Support retention goals by creating a positive, memorable resident experience, including overseeing events, offers, and initiatives that build a vibrant community.
• Ensure the show homes are ready each day for touring
• Preparing welcome gifts for move ins and carrying out check in and out inventory reports.
• Organise and deliver engaging resident experience events to foster a strong community.
• Take ownership of the main concierge area, ensuring is it well manned and managed, as well as clean and tidy always.
• Overseeing all deliveries and ensuring they are received and stored safely.
• Carry out any specific tasks requested by the General Manager, ensuring the smooth running of the scheme with the rest of the team.
• Ensuring communal areas and available apartments are clean and well presented.
• Assist in the unit turn process as per agreed SLAs and managing the overall check-in and check-out process
• Regularly reviewing competitor activity and presenting this to the centralised leasing and marketing teams to ensure we remain competitive in the local market.
• Organise and lead on regular resident experience events, ensuring a strong resident community is created and fostered.
• Immersion in the local community to gain local knowledge and information relevant to our residents.
• Ensure regular resident communication through the relevant channels.
• Engaging with residents to capture feedback and insight that can be fed back to the team to improve services regularly.
• Ensure security and emergency procedures are always adhered to and report any concerns to the General Manager.

Skills, Knowledge and Expertise

• You’ll thrive in this role if you love the energy of sales targets and the satisfaction of delivering a five-star resident experience.
• Sales-driven, with a proven track record of hitting targets and the hunger to go further.
• Relentlessly customer-focused — you know that every interaction is an opportunity to build trust and loyalty.
• A natural communicator, confident and adaptable across all types of people and situations.
• Organised and proactive, thriving in a busy environment with multiple priorities.
• Team-oriented, but equally comfortable taking ownership and accountability.

Benefits

• 25 days annual leave, increasing with service to 33 days.
• Health and wellbeing benefits including Private Medical Insurance.
• Lifestyle benefits including access to an online discount platform.
• Berkeley Foundation volunteer day.
• Private pension plan.
• Group life assurance.

Internal applicants: If you’re an internal applicant, please ensure you’ve informed your line manager of your intention to apply for this position.