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: General Accountabilities

• Lead by example, adopting policies, procedures and values – as stated in Brand Opus
• Deliver exceptional customer service to all residents and guests.
• Constantly strive for continuous improvement
• Take personal responsibility for understanding and following the company's Health & Safety policies and practices.
• Able to handle confidential and sensitive information, dealing with issues and queries with utmost professionalism. Role Specific Accountabilities
• To be a main point of contact, be 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.
• To carry out security and maintenance inspections of vacant / pre-let properties as required
• Carry out light concierge duties such as parcel collection and key management when required.
• To respond to all enquiries from prospective residents and to share the details with the leasing team, occasionally arrange and conduct viewing tours as required.
• To run regular resident engagement events
• To provide a bespoke resident experience based on the resident demographic.
• To assist with Move in and Move Out and conduct building and apartment familiarisation to new residents.
• Reviewing and reporting repair issues providing Residents with regular updates on progress.
• Arrange regular interim inspections of occupied apartments to check the condition and identify early maintenance requirements (PPM)
• Carry out regular inspection of all common parts reporting any defects.
• Aiming to ensure the Scheme holds 5* reviews on Google ratings – actively speak to the residents to gain feedback.

REQUIRED EXPERIENCE AND TECHNICAL COMPETENCY:

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

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