Night Resident Services Manager (BTR)

JOB OVERVIEW: The Resident Associate will work as part of a team responsible for the day-to-day operations and resident experience at a residential community. The ideal candidate will be customer-focused, detail-oriented, and able to work collaboratively with team members and residents.

MAIN DUTIES AND RESPONSIBILITIES:

1. Lead by example, adopting policies, procedures and values – as stated in Brand Opus.
2. Deliver exceptional customer service to all residents and guests.
3. Constantly strive for continuous improvement.
4. Take personal responsibility for understanding and following the company’s Health & Safety policies and practices.
5. Able to handle confidential and sensitive information, dealing with issues and queries with utmost professionalism.
6. Be a main point of contact, responsible for quality customer service for residents and guests, handling day-to-day matters in a prompt and professional manner. Occasional decision-making and problem-solving in the absence of supervision will be required, given the circumstances of the role.
7. Carry out security and maintenance inspections of vacant/pre-let properties as required.
8. Perform light concierge duties such as parcel collection and key management when required.
9. Respond to all enquiries from prospective residents and share the details with the leasing team; occasionally arrange and conduct viewing tours as required.
10. Run regular resident engagement events.
11. Provide a bespoke resident experience based on the resident demographic.
12. Assist with Move in and Move Out processes and conduct building and apartment familiarisation for new residents.
13. Review and report repair issues, providing residents with regular updates on progress.
14. Arrange regular interim inspections of occupied apartments to check the condition and identify early maintenance requirements (PPM).
15. Carry out regular inspections of all common parts, reporting any defects.
16. Aim to ensure the Scheme holds 5* reviews on Google ratings – actively speak to residents to gain feedback.

REQUIRED EXPERIENCE AND TECHNICAL COMPETENCY:

1. Excellent verbal and written communication skills.
2. Excellent IT and numeracy skills.
3. Experience of working in a high-end customer service establishment.
4. Proven ability to handle confidential information and sensitive matters that may involve the general public, handling issues and queries with professionalism.
5. Practical application and working knowledge of Health and Safety requirements and legislation to eliminate or mitigate risk in the workplace.
6. Ability to work under pressure with a degree of flexibility and to take control of your own workload.
7. Strong organisational skills.

The above is a high-level summary of accountabilities and is not meant to be a comprehensive description of the role. Additional ad-hoc responsibilities will arise which will be considered to form a reasonable part of the role and role requirements may be subject to change from time to time.

#J-18808-Ljbffr