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- Tasks: Be the friendly face of our luxury student accommodation, providing top-notch service and support.
- Company: Join Downing, a leading developer of bespoke student accommodation with over 30 years of experience.
- Benefits: Enjoy competitive pay, 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 in our 238-bed luxury Student Accommodation scheme in Edinburgh. 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 stars.
- 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 3 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
Resident Services Associate employer: Downing
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 their commitment to exceptional service will help you align your approach during interviews.
✨Tip Number 2
Showcase your customer service skills in real-life scenarios. Prepare examples from previous roles where you successfully handled customer inquiries or complaints, as this will demonstrate your ability to think on your feet and maintain professionalism.
✨Tip Number 3
Research the local student accommodation market in Edinburgh. Being knowledgeable about the area and its student needs will not only impress during your interview but also show your genuine interest in creating a welcoming environment for residents.
✨Tip Number 4
Prepare to discuss how you would engage with students and create events. Think of fun and diverse activities that could enhance their living experience, as this role involves fostering a sense of community among residents.
We think you need these skills to ace Resident Services Associate
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Resident Services Associate position. Tailor your application to highlight how your skills and experiences align with what Downing is looking for.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your previous experience in customer-focused roles. Emphasise any relevant experience in hospitality, accommodation, or retail, and showcase your outstanding customer service skills.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you have provided excellent customer service in the past and how you can contribute to creating a friendly and safe environment for students.
Proofread Your Application: Before submitting your application, take the time to proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that your documents are professionally presented to make a great first impression.
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. Be prepared to share examples of how you've provided exceptional customer service in previous roles, especially in fast-paced environments.
✨Demonstrate Empathy and Understanding
This role requires a friendly and approachable attitude. During the interview, highlight your ability to empathise with students and address their concerns, showcasing your understanding of their needs in a home-like environment.
✨Familiarise Yourself with the Company
Research Downing and its values before the interview. Understanding their commitment to luxury accommodation and customer satisfaction will help you align your answers with their expectations and demonstrate your enthusiasm for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to think on your feet. Prepare scenarios where you've successfully handled customer complaints or created engaging events, as these experiences will be relevant to the position.
