Resident Service Agent in Manchester

This role is based at Greengate contemporary private rented scheme outside of London, a build to rent scheme. Responsibilities include managing applicants, conducting viewing tours, securing offers on apartments, organising repair works and dealing with general tenancy related queries as well as organising resident engagement events. The role requires enthusiasm, excellent organisational skills, good people skills and the ability to work under pressure and with a degree of flexibility as no two days are ever the same. This person will report into the General Manager.

What your day-to-day will look like:

• At all times ensure a constant presence remains on the main concierge desk (except where carrying out regular building checks or on agreed breaks).
• Provide the highest level of customer care and service, offering guidance and assistance to clients/residents in a willing and friendly manner.
• Deal effectively with enquiries, queries and complaints, always taking the correct action whilst remaining courteous at all times in person or on the telephone.
• The Concierge should maintain a clean and smart appearance at all times, wearing either the staff uniform (or a suit where a uniform is not provided).
• Ensure effective security of residents and the building at all times by walking the agreed patrol route regularly.
• Monitor use of external areas and deter misuse.
• Complete regular building checks on site during the shift, ensuring the buildings are trouble free.
• Check working order and condition of: Lighting; Heating; Fire control system, alarms and smoke ventilation; Lifts; Water pumps and tanks; Doors and windows; Gates; Waste chutes; Access control systems, locks and security.
• Pro-actively deal with any maintenance and cleaning/litter problems identified within the Development and the external estate areas.
• Report on any security/Health & Safety/maintenance issues, incidents and complaints to your line manager.
• Manage any unplanned cleaning emergencies; directly where possible (spillages and accidents in communal areas).
• Monitor CCTV and alarm systems at all times whilst in the office.
• Monitor and aid the smooth running of car parking facilities and appropriately deal with unauthorised users/vehicles of the car park.
• Check and screen all visitors and guests and any contractor staff, ensuring they have permission to be present in the building if you suspect they have no right of access.
• Co‑ordinate, instruct and allow access for services to the Development, such as refuse collection, deliveries, repairs and maintenance, utility companies.
• Responsibility for all deliveries to main office, receiving, safekeeping and issuing of all parcels/registered mail in line with the company procedure.
• Assist the Duty Manager with any other reasonable duties as requested.
• Provide utility meter reading for all properties as required by residents.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and overall business objectives of the organisation. This may mean working on separate sites as necessary.

Qualifications and experience:

• Physical Abilities: Lone working, Some lifting required within the Manual Handling Regulations.
• Confident liaising with clients via phone, email and letter.
• Ability to work under pressure with a degree of flexibility and to take control of own workload.
• Good interpersonal skills.
• Excellent organisational and IT skills although previous knowledge of the property management software is not essential.
• Flexible working hours to accommodate evening events and (from time to time) tours.
• Previous experience of property management and letting is desirable.
• Experience within a customer focused environment.
• Excellent verbal and written communication.
• Great customer service.
• Focus, proactive and action oriented.
• Shows professionalism.
• Well organised and adept at managing and prioritising workload.