Resident Host (Leatherhead)

Overall Purpose

This role is the host and centre of the neighbourhood community and engages daily with residents, connecting people and creating a unique and memorable experience for residents.

The role is responsible for delivering resident satisfaction by providing efficient and welcoming assistance with all requests, ensuring a smooth and seamless operation combined with a high customer service levels.

Key Responsibilities & Accountabilities

• Be a primary, customer facing representative of Get Living for all current and prospective clients, ensuring they receive an exemplary experience from first enquiry to move-in and on to an enduring resident experience.
• Communicate effectively with residents, visitors, colleagues, couriers, and contractors, welcoming all residents and visitors with a warm and friendly approach in a professional manner.
• Challenge with confidence any unknown visitors in a personable and professional manner.
• Assist residents with all queries about premises facilities.
• Stay current with residents and neighbourhood activity providing recommendations to residents about the local area, attractions and upcoming events.

Review and maintain Neighbourhood events diary.

• Maintain and update amenity reservations e. g.

VIP events / arrangements / special requests.

Manage amenity space reservations in a timely manner and according to our residents' needs and expectations and monitor cleanliness, hygiene and standards paying great attention to every detail.

• Oversee parcel / postal delivery services ensuring that all rental boxes provided are used correctly and ensuring that residents are notified of deliveries awaiting collection.
• Support resident move-in / move-outs as instructed by Resident Management team.
• Support the Resident Management team with any specific considerations for residents (pre-let) to ensure all works are executed on time (pre move-in).
• Diary management to conduct tours and other responsibilities.

Accompany prospective clients on tours, articulating the Get Living story and promoting the key reasons clients should choose our homes.

• Challenge clients to think differently and enlighten them about Get Living’s unique, service orientated way of renting.
• Manage and document the leasing journey using CRM system and software.
• Track all maintenance requests for the building and liaise and respond accurately to all resident questions.
• Be aware of all premises operations and uphold general oversight of safety and compliance measures.

Communicate effectively with all relevant teams to ensure a smooth running of premises operations.

• Undertake regular compliance inspections of the building to ensure all Fire, Life & Safety systems are always fully adhered to and ensure issues are dealt with immediately.
• Assist with daily shift handovers ensuring all outstanding issues are communicated effectively to ensure efficient handover and continuation of investigations into finding resolutions.
• Review and analyse the service levels provided on a weekly/monthly basis, identify and implement any opportunities to improve.
• Attend all regular meetings as required and fulfil any additional / ad hoc duties as required.
• Key Relationships

Internal

Neighbourhood, leasing and customer hub teams, estate management team (security), all internal departments, other GL neighbourhoods.

External

Residents, third party contractors and suppliers, all relevant service providers, all relevant retailers.

Qualifications & Experience

• Proven track record of strong customer service experience within residential and/or service sectors.
• Sharp computer skills, including all Microsoft Office applications and systems knowledge e. g. Yardi / Rent Cafe / Hubspot.
• Excellent verbal and written communication skills.
• Proven track record of outstanding customer service skills.
• Self‑motivated / driven / pro‑active / initiative / solutions driven.
• Excellent attention to detail and organised approach to work.
• Enthusiastic approach to create an unparalleled service.
• Ability to engage confidently with residents.
• Demonstrate flexibility, adaptability and cooperation with residents and colleagues alike.
• Ability to work under pressure whilst remaining calm.
• Get Living Values
• Respect
• Helps build trust and stronger relationships.
• Integrity
• Acting with honesty and accountability.
• Togetherness
• Strengthens teamwork and helps us face challenges side by side.
• Excellence
• Inspires us to push boundaries and deliver outstanding results.
• Innovation
• Be adaptable to evolve in a changing world.

Note - this is a summary of the main duties of this position.

The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company.

Equal Opportunity

We are committed to creating a diverse environment and are proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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