Scheme Host in Cambridge

JLL supports the Whole You, personally and professionally. Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work.

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.

What 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.

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritises mental, physical and emotional health.

About JLL:

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honoured to be recognized with awards for our success by organizations both globally and locally. Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.