Resident Service Associate in Manchester

Resident Service Manager, Swan Street House, Manchester

ABOUT US

ila (I live around), is an emerging Build to Rent property management company, real estate investor, developer, and operator with a Build- to-Rent residential portfolio of over 3,800 homes.

We celebrate all that is great about city centre living and offer a service led approach to making their community a home. Our business is focused on delivering and operating Build- to-Rent residential housing that is purposely designed and professionally managed for our residents.

The company’s ambition is to become the UK’s leading specialist manager of Build- to-Rent residential communities across the UK.

ila has been built on four brand pillars which form the cornerstone of what we do, how we do it and why. Each element is driven by a desire to have the resident and local community at the core of everything we do. Our purpose is to provide accommodation that our residents feel proud to call home, with kind and welcoming in-house staff. Each property offers flexibility that enables tenants to achieve their lifestyle aspirations, whilst reflecting the culture and connection of their local community.

WE ARE SEEKING

ila is looking to hire a Resident Services Assistants for Swan street house a BTR scheme in Manchester, consisting of 373 residential apartments. The Resident Services Assistant will assist in driving the performance of the site through working together with the on‑site team to achieve the same goals, whilst delivering an industry leading resident experience.

We are looking for individuals who will take ownership of all tasks assigned to them and do so with a can‑do attitude and a people first approach to the role.

This role will report directly into the Community Manager and will collaborate with other teams across the UK.

ABOUT YOUR ROLE

• Communicate well with colleagues to ensure you work together as a team and take an enterprising approach to the role.
• First point of contact/front of house presence for Swan street house.
• Co‑ordinate, instruct and allow access for services to the development.
• Ensure the tour path, entrance, show flats, amenities, reception etc are tidy and delegate to housekeeping teams any areas of concern.
• Review new & outstanding work orders and liaise with maintenance team to ensure these monitored until completion.
• Carrying out handover from nights team to ensure any incidents or occurrences are actioned and recorded.
• To be responsible for all deliveries to main reception, by receiving, safekeeping and issuing of all parcels/registered mail in line with the company procedure.
• Carry out specific daily/weekly tasks as agreed with the Community Manager.

Leasing

• Conduct viewings of apartments using set sales processes/procedures and ensure sales are closed in a timely manner.
• Review new applications and ensure pre‑screening has taken place. Adding applications to referencing portal and monitoring/updating applicants on referencing status.
• Ensure all lettings compliance documents are completed and uploaded to accounts.
• Ensuring apartments are ready and clean for viewings and move‑ins.
• Carrying out follow ups to prospects and viewings as per ila process.
• Management of viewing calendar and schedule.
• Keep up to date with the local market and competitors including undertaking mystery shops.

Customer Service

• Provide outstanding customer service to residents.
• Ensure a warm, welcoming, helpful, efficient, and responsive reception service for residents, telephone callers and visitors to Swan street house.
• Manage and respond to general enquiries via phone, email and other channels.
• Assist with resident engagement strategies to ensure a strong resident community is built and maintained.
• Record, monitor and respond to any resident feedback.
• Assist with resident communications through multiple channels.
• Ensure resident issues and service requests are addressed and dealt with quickly, efficiently, and professionally.
• Promote and encourage a neighbourly and community atmosphere.
• Meet and interact with residents in a customer friendly and professional manner.
• Seek ways to exceed service expectations of residents and enhance the brand.
• Achieve positive resident reviews on various online platforms to include but not limited to Home Views and Google.
• Assist with executing the smooth running of all aspects of the community.
• Provide an information service for the local area.
• Ensure all reception/admin requests are well managed and the reception desk is manned from the hours of 8am until 8pm (on a rota basis).
• Take ownership of the reception/communal areas and ensure they are kept clean, tidy, and well‑presented at all times.

Marketing, Social Media, Events & Community Presence

• Post frequently on social media platforms ensuring content is aligned to the brand manifesto.
• Drive the highest rates of retention and community engagement.
• Support the overall marketing/leasing efforts and offer input and suggestions regarding promotions, advertisements, and pricing.
• Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.
• Assist with planning and hosting networking events to create and forge new relationships within the community.
• Promote events/give‑aways to residents to ensure they are deemed successful.

Facilities Management and Health & Safety

• Ensure all risks to visitors, staff and residents are removed or reported.
• Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency, and reporting any concerns.
• Assist with turnaround of vacant apartments, including check‑out reports, schedule of cleaning, repair, and maintenance.
• Assisting with daily, weekly, monthly compliance checks and paperwork.

About you. The ideal candidate will have:

• A good level of experience in a similar role in either BTR or PBSA.
• Professional presentation, be confident and outgoing in nature.
• Basic understanding of landlord and resident relationship.
• Basic health and safety knowledge.
• Excellent English language skills – both written and spoken.
• IT literate – MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.

Job Type

Full-time, on‑site

Pay

between £27,000 and £29,000

• Company pension
• Life insurance
• Private medical insurance

Schedule

• 8 hour shift
• Weekend availability

Experience

• Customer service: 2 years (required)
• Working to KPIs: 2 years (required)
• Health and safety: 2 years (preferred)

Seniority level

Entry level

Employment type

Full‑time

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