Resident Service Agent in Manchester

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.

We are looking for a Resident Service Agent for our Residential Agency Build to Rent business line.

Shift pattern: 4 days on, 4 days off.

Day shift Concierge: 0700 am to 1900 pm, Night shift concierge: 1900 pm to 0700 am.

Holiday: 23 days including bank holidays

Location: Greengate - 2 Greengate, Salford, M3 7NL

What this job involves: 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.

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.
• 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.
• 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.

Physical Abilities: Lone working, some lifting required within the Manual Handling Regulations.

Skills/Qualifications:

• 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.

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.

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.

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