Scheme Host in London

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Scheme Host Location: Mill Yard, Cambridge Start Date: November 2026 Reporting to: Asset Manager - JLL Mill Yard is a new mixed-use neighbourhood in central Cambridge, just 5 minutes walk from the station. Owned by Railpen and developed in partnership with Socius, it brings together modern workplaces, 70 professionally-managed Build-to-Rent homes, independent café & restaurant, a private gym, nursery, and generous green spaces centred around a 1.55-acre public park. Designed around wellbeing and sustainability, the scheme features extensive planting, communal terraces, and a largely car-free layout.

This job involves:

• We are seeking an enthusiastic and professional Scheme Host to be the face of Mill Yard's 70-home Build-to-Rent community. This is a resident-focused, site-based role with clear accountability for delivering exceptional customer service, creating a vibrant community atmosphere, and ensuring residents enjoy a premium living experience.
• You will work closely with the Associate Leasing Manager and facilities teams to deliver a hospitality-led service that reflects Mill Yard's commitment to wellbeing and sustainability. This role requires a strong on-site presence and demands a highly personable individual who can build genuine connections with residents and create a true sense of community.

What your day-to-day will look like:

• Resident Relations and Community Management
  • Serve as the primary point of contact for resident enquiries, requests, and concerns at Mill Yard, responding promptly and professionally.
  • Foster a strong sense of community by organising and hosting resident events, social activities, and engagement programs.
  • Leverage Mill Yard's unique amenities including the 1.55-acre public park, communal terraces, gym, and café & restaurant to enhance the living experience.
  • Build positive relationships with residents to maximise satisfaction and retention rates.
  • Create a welcoming, inclusive atmosphere that reflects Mill Yard's values of wellbeing, sustainability, and community connection.
  • Capture resident feedback and communicate insights to the management team.
• Property Operations
  • Conduct regular inspections of Mill Yard's common areas, amenities, and facilities to ensure they meet JLL and Mill Yard brand standards.
  • Coordinate maintenance requests and liaise with the facilities teams to ensure timely resolution of issues.
  • Monitor building systems, communal terraces, green spaces, and amenities to maintain operational excellence.
  • Ensure the largely car-free layout and sustainable design features are properly maintained and communicated to residents.
  • Report any operational issues or safety concerns promptly to the appropriate teams.
• Move-In and Move-Out Coordination
  • Welcome new residents to Mill Yard, conduct comprehensive orientations, and ensure smooth move-in processes.
  • Explain building amenities including gym, communal spaces, park access, and local neighbourhood features.
  • Communicate Mill Yard's sustainability initiatives and community guidelines clearly and enthusiastically.
  • Coordinate move-out inspections and ensure proper handover procedures are followed in accordance with JLL and Mill Yard standards.
  • Ensure residents understand their tenancy obligations and how to access support services.
• Marketing and Leasing
  • Support the Associate Leasing Manager during lease-up by conducting property viewings when required.
  • Effectively communicate Mill Yard's unique proposition to prospective residents, highlighting central Cambridge location, mixed-use nature, sustainability credentials, and wellbeing-focused design.
  • Assist with enquiry handling and showcase Mill Yard's show homes and communal areas to prospective residents.
  • Demonstrate the premium BTR living experience and answer questions about the Mill Yard lifestyle.
  • Identify opportunities to promote Mill Yard through resident referrals and positive word-of-mouth.
• Administrative Duties
  • Maintain accurate records of resident interactions, requests, and service issues using JLL property management systems.
  • Process service requests efficiently and track resolution through to completion.
  • Support leasing activities and provide property tours when needed.
  • Assist with rent collection follow-up and lease administration as required.
  • Produce regular reports on resident satisfaction, occupancy and community engagement activities.
• Health, Safety, and Compliance
  • Ensure compliance with health and safety regulations across Mill Yard's residential areas and communal facilities.
  • Respond to emergency situations following established JLL protocols.
  • Maintain awareness of building security and report any concerns promptly.
  • Conduct regular safety checks and maintain emergency procedure documentation.
• Stakeholder Management & Collaboration
  • Work closely with the Associate Leasing Manager, facilities teams, and Asset manager to deliver seamless resident services and high occupancy.
  • Build relationships with Mill Yard's office occupiers, café & restaurant operators, nursery, and other mixed-use tenants to create an integrated community experience.
  • Liaise with Railpen and other stakeholders as required to support Mill Yard's operational objectives.
  • Attend team meetings and contribute ideas for enhancing the resident experience.
• Market Knowledge & Brand Promotion
  • Knowledge of the Cambridge area, local amenities, transport links, and community resources to assist residents.
  • Understand and promote the Mill Yard brand and BTR product offering.
  • Ensure delivery of a hospitality-led service that reflects the quality, sustainability credentials, and wellbeing focus of the development.
  • Understand how Built to Rent differs from traditional rental sector operations and champion the Mill Yard approach.

Key Performance Measures

• Resident satisfaction ratings
• Occupancy levels
• Income vs expenditure
• Community event attendance and engagement levels
• Retention rates and lease renewal success
• Void periods and costs

Candidate Requirements

• Previous experience in property management, customer service and community management.
• Build-to-Rent or residential property experience.
• Knowledge of the Cambridge market and local area.
• Excellent interpersonal and communication abilities with confidence to represent Mill Yard professionally.
• Strong organisational and multitasking capabilities.
• Problem-solving orientation with ability to handle resident concerns diplomatically.
• Proficiency with property management software and Microsoft Office applications.
• Approachable and professional demeanour with genuine passion for creating positive resident experiences.
• Proactive and resourceful approach to challenges.
• Ability to work independently and as part of a collaborative team.
• Alignment with Mill Yard's values of wellbeing, sustainability, and community building.

Working Conditions

This role requires on-site presence at Mill Yard during business hours with flexibility for evening or weekend events and community activities. May require occasional out-of-hours availability for emergencies or special resident programmes.