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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.
- Create monthly fun and diverse events for students to participate in and support the coordination of any open days.
- 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 by preparing examples from your past experiences. Think about situations where you went above and beyond for a customer, as this role heavily relies on providing outstanding service.
✨Tip Number 3
Research the Edinburgh student accommodation market. Being knowledgeable about local competitors and trends can demonstrate your enthusiasm for the role and your ability to engage with residents effectively.
✨Tip Number 4
Prepare to discuss how you would create a welcoming environment for students. Think of fun event ideas or ways to gather feedback, as this shows your proactive approach to enhancing resident experience.
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, particularly in hospitality or accommodation settings. Emphasise any roles where you interacted with clients or managed inquiries.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific aspects of Downing's values and how your skills align with their mission to provide exceptional service.
Showcase Communication Skills: Since strong verbal and written communication is key for this role, ensure your application reflects your ability to communicate effectively. Use clear language and a professional tone throughout your documents.
Highlight Teamwork Experience: As the position 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 service delivery.
How to prepare for a job interview at Downing
✨Showcase Your Customer Service Skills
As a Resident Services Associate, you'll be the first point of contact for residents. Be prepared to share specific examples from your previous roles that demonstrate your outstanding customer service skills and how you handled challenging situations.
✨Understand the Company Culture
Familiarise yourself with Downing's values and mission. During the interview, express how your personal values align with theirs, especially regarding creating a friendly and safe environment for students.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to think on your feet. Prepare for scenarios where you might need to resolve a resident's complaint or manage an unexpected situation, showcasing your problem-solving skills.
✨Demonstrate Your Team Spirit
This role involves working closely with a small team. Highlight your teamwork experiences and how you contribute positively to group dynamics, ensuring that you can work collaboratively to enhance the resident experience.
