Resident Services Associate - Baltic Yard - Liverpool

Build Your Future with Colby River

At Colby River, we are shaping the landscape of UK real estate. With expertise across Investment Management, Development Management and Property Management, we take a strategic, long-term approach to investing in, developing and operating high-quality residential communities across the UK. We operate across key living sectors including Multi-Family Living, Single Family Housing (SFH) and Purpose-Built Student Accommodation (PBSA). By combining deep market insight with disciplined operational delivery, we create sustainable value for our investors and exceptional experiences for our residents.

About the Role

We are pleased to offer an opportunity to join our team as a Resident Services Associate, forming part of the on-site Resident Services Team. This role is central to delivering an exceptional resident experience and will act as one of the first points of contact for residents and their guests across our developments. You will play a key role in creating a welcoming, safe, and community-focused environment, supporting residents throughout their tenancy journey while ensuring high standards of customer service, operational efficiency, and compliance. This is a varied, hands-on role that combines customer service, leasing support, and day-to-day building operations. This is an opportunity to join a growing business that values professionalism, accountability and continuous improvement.

Working Pattern: 45 hours per week across 5 days, Monday to Saturday. Some Saturday working will be required. Shifts are 8 hours in length and are scheduled between 8:00am and 7:00pm.

Key Responsibilities

• Customer Service & Resident Engagement
• Deliver a consistently high standard of customer service to residents and guests.
• Act as a first point of contact for all resident enquiries, resolving or escalating as appropriate.
• Proactively gather and respond to resident feedback, actioning requests where possible.
• Manage incoming and outgoing post and parcels.
• Coordinate bookings and ensure presentation of resident amenity spaces.
• Handle noise complaints and escalate where necessary.
• Support the creation of a strong community through resident engagement, events, and communication initiatives.
• Assist with resident communications, including social media and resident portals.
• Support and deliver resident events, open days, and third-party service offerings.
• Review customer feedback and surveys, identifying opportunities for continuous improvement.
• Leasing Support
• Conduct property and apartment viewings for prospective residents.
• Assist in qualifying enquiries and supporting the leasing process.
• Ensure applicants meet compliance requirements, including Right to Rent and KYC checks.
• Coordinate move-ins, including inventories, meter readings, and key handovers.
• Manage parking allocations and maintain accurate records.
• Support tenancy inspections (mid-term and check-out) and action inventory feedback.
• Assist with rent and parking charge collection in line with credit control processes.
• Safety, Maintenance and Admin
• Log and monitor maintenance issues, ensuring timely resolution in line with service levels.
• Liaise with the Facilities Management team to prioritise and close repair requests.
• Conduct regular security walks and building inspections.
• Ensure the building remains secure and compliant at all times.
• Support health & safety compliance, including system testing and amenity checks (e.g. gym).
• Maintain accurate records of contractor visits, permits to work, and daily activity logs.
• Ensure communal areas are well-maintained, clean, and presentable.

About You

We are looking for an enthusiastic, customer-focused individual with a proactive approach and a passion for delivering outstanding resident experiences. You will be confident engaging with a wide range of people, able to handle queries professionally, and capable of managing challenging situations with a calm and solutions-focused mindset. You will be highly organised, able to prioritise effectively, and comfortable working in a fast-paced environment where no two days are the same. A positive attitude, strong communication skills, and the ability to work both independently and as part of a team are essential. You will take pride in your work, maintain a professional appearance, and consistently strive to improve both your own performance and the overall resident experience.

Desirable

• Experience in residential lettings, property management, or Build-to-Rent (BTR).
• Knowledge of tenancy processes, compliance (Right to Rent, KYC), and inventories.
• Familiarity with property management systems or booking platforms.
• Industry qualifications (e.g. ARLA, IRPM) or willingness to work towards them.
• Understanding of health & safety or facilities management processes.

Essential

• Previous experience in a customer-facing role, ideally within property, hospitality, or a similar environment.
• Excellent communication and interpersonal skills.
• Strong organisational skills with the ability to manage multiple tasks.
• Ability to remain calm and professional when handling complaints or challenging situations.
• Proficient in Microsoft Office (Word, Excel, Outlook) and comfortable using systems and databases.
• Strong attention to detail and ability to follow processes and compliance requirements.

What We Offer

• Competitive salary of up to 29k.
• Employer matched pension scheme.
• Life Insurance.
• Generous annual leave entitlement, with the option to buy more.
• Cycle to Work scheme.
• Retail, leisure and lifestyle discounts.
• Employee wellbeing support.

Why Colby River?

Colby River combines disciplined investment with operational expertise and a commitment to quality at every stage of the asset lifecycle. Joining us means being part of a business with clear direction and strong governance where your contribution, whether operational or strategic, plays a vital role in our continued growth.