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- Tasks: Be the friendly face of our luxury student accommodation, ensuring top-notch service for residents.
- Company: Join Downing, a leading developer of bespoke student accommodation with over 30 years of experience.
- Benefits: Enjoy a competitive salary, 25 days holiday, paid overtime, and a supportive work environment.
- Why this job: This role offers a vibrant atmosphere, engaging with students and creating memorable experiences.
- Qualifications: Customer service experience is key; hospitality or retail backgrounds are a plus.
- Other info: Work Monday to Friday with occasional Saturdays; flexible hours and fun events await!
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
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 interviews.
✨Tip Number 2
Showcase your customer service skills by preparing examples from your past experiences. Think about situations where you've gone above and beyond for customers, as this role requires a strong focus on providing exceptional service to residents.
✨Tip Number 3
Research the local student accommodation market in Edinburgh. Being knowledgeable about the area and its offerings can help you engage with potential residents and show that you're genuinely interested in their needs.
✨Tip Number 4
Prepare to discuss how you would create a welcoming environment for students. Think of ideas for events or initiatives that could enhance their experience, as this role involves engaging with students and fostering a sense of community.
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 interacted with clients or managed inquiries, as this will show your suitability for the Resident Services Associate position.
Craft a Compelling Cover Letter: Write a cover letter that reflects your enthusiasm for the role and the company. Mention specific aspects of Downing's values or projects that resonate with you, and explain how your skills align with their needs, particularly in providing exceptional service.
Showcase Communication Skills: Since strong verbal and written communication is crucial for this role, ensure your application is free from errors and clearly conveys your message. Use professional language and structure your writing well to demonstrate your communication abilities.
Highlight Teamwork Experience: As the role involves working as part of a small team, include examples in your application that showcase your ability to collaborate effectively. Mention any previous experiences where you contributed to a team environment, especially in fast-paced settings.
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 updating booking systems and managing customer relationships, brush up on your IT skills. Be ready to talk about your experience with Microsoft Office and any other relevant software, as well as how you adapt to new technologies.
✨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 through how you would respond while maintaining professionalism and empathy.
