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- Tasks: Be the friendly face of our student accommodation, providing top-notch service and support.
- Company: Join Downing, a leading developer of luxury student housing with over 30 years of experience.
- Benefits: Enjoy a competitive salary, 25 days holiday, paid overtime, and a pension scheme.
- Why this job: Make a real impact on students' lives while working in a fun, dynamic environment.
- Qualifications: Customer service experience is key; hospitality or retail backgrounds are a plus.
- Other info: Work Monday to Friday with occasional Saturdays; enjoy creating events for students!
The predicted salary is between 28800 - 43200 £ per year.
Downing are an award-winning leading developer, owner, and operator of bespoke, luxury student accommodation, residential and commercial property across the UK. We have been operating for over 30 years and currently have 14 operational student accommodation schemes in 10 major cities, with additional impressive projects currently under construction.
We are looking for an enthusiastic, self-motivated Resident Services Associate to join our front of house team. Spread across two buildings, Verde offers 112 studio apartments and 432 en-suite student bedrooms, and The View offers 329 en-suite bedrooms and 123 studios. This is a perfect opportunity for an out-going, talented individual to get stuck in, ensuring our tenants receive exceptional service.
The Resident Services Associate is generally the first point of contact, therefore has the responsibility of being an excellent brand ambassador for Downing. This exciting, fast-paced position will involve working as part of a small team and undertaking an extremely varied workload.
Key Responsibilities:- Providing front of office support to residents and visitors to the building, maintaining excellent customer service at all times.
- Updating the company in-house booking and customer relationship management system.
- Supporting customer show rounds to ensure maximum occupancy of the residence.
- Ensure the building is managed and maintained in line with company policies and procedures to make sure the residents receive a high-quality service.
- Respond positively and quickly to customer enquiries and complaints and take appropriate action in line with company procedures.
- Create a friendly and safe environment for students to feel comfortable speaking with the team about concerns they might have about their accommodation or wellbeing.
- Always interact with students professionally, showing empathy towards any issues you may find and understanding that this is their home.
- Engaged with the students to capture feedback and insight to improve services to their needs.
- To create monthly fun and diverse events for students to participate in and support the coordination of any open days.
- To maintain the sites review scores across all platforms above 4 star.
- Have regard for Student Welfare and if necessary, liaise with the appropriate welfare professionals.
- Comply with Health and Safety requirements.
- Manage the incoming post and deliveries and ensure it is distributed efficiently.
- Previous experience within a highly customer focused role.
- Experience within accommodation, hotels/hospitality or retail would be preferred.
- Outstanding customer service skills with strong verbal and written communication.
- The ability to think on your feet.
- A confident, polite and professional persona.
- Good working knowledge of IT systems including Microsoft Office and Social Media platforms.
- Smartly presented.
Monday to Friday 8am- 5pm or 9am - 6pm on a rota’d shift basis. We require you to work 1 in 4 Saturday’s 8am to 5pm on a rota’d shift basis, with hours given back in lieu the following week. During our summer turnaround period, we may require additional support to cover additional hours.
Benefits:- Competitive salary
- 25 days holiday, plus bank holidays
- Paid overtime
- Pension scheme
- Life Assurance cover
- Employee Assistance Scheme
Contact Detail:
Downing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Services Associate
✨Tip Number 1
Familiarise yourself with Downing's values and mission. As a Resident Services Associate, you'll be the face of the company, so understanding what they stand for will help you align your approach to customer service and demonstrate your enthusiasm during any interactions.
✨Tip Number 2
Showcase your customer service skills in real-time scenarios. If you have the opportunity to engage with current residents or staff during your application process, use that chance to display your ability to handle inquiries and complaints effectively.
✨Tip Number 3
Network with professionals in the hospitality and accommodation sectors. Attend local events or join online forums where you can connect with others in similar roles. This can provide insights into the industry and potentially lead to referrals.
✨Tip Number 4
Prepare to discuss your experience with IT systems and social media. Since the role involves updating booking systems and engaging with students online, being able to articulate your proficiency in these areas will set you apart from other candidates.
We think you need these skills to ace Resident Services Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, hospitality, or accommodation. Emphasise any roles where you provided exceptional service or managed customer relationships.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the Resident Services Associate role. Mention specific skills that align with the job description, such as your ability to handle enquiries and create a friendly environment for residents.
Showcase Communication Skills: Since strong verbal and written communication is crucial for this role, ensure your application reflects your ability to communicate effectively. Use clear and professional language throughout your CV and cover letter.
Highlight Teamwork Experience: As the role involves working as part of a small team, include examples from your past experiences where you successfully collaborated with others to achieve common goals or improve services.
How to prepare for a job interview at Downing
✨Show Your Customer Service Skills
As a Resident Services Associate, you'll be the first point of contact for residents. Make sure to highlight your previous customer service experience and provide examples of how you've handled difficult situations or complaints effectively.
✨Demonstrate Your Team Spirit
This role involves working closely with a small team. Be prepared to discuss how you collaborate with others, share responsibilities, and contribute to a positive team environment. Mention any past experiences where teamwork led to successful outcomes.
✨Be Ready to Discuss IT Proficiency
Since the job requires good knowledge of IT systems, brush up on your skills with Microsoft Office and any relevant software. Be ready to discuss how you've used technology in previous roles to enhance customer service or streamline processes.
✨Prepare for Scenario Questions
Expect questions that assess your ability to think on your feet. Prepare for hypothetical scenarios related to resident concerns or emergencies, and think about how you would respond to ensure safety and satisfaction.