Resident Service Agent

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. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Sugar House Island, located in Stratford, London, is a prestigious mixed-use development containing a Build to Rent scheme managed by JLL. This canal-side neighbourhood incorporates properties of varied use-types, designed for people to reside, work and socialise within a vibrant living and commercial environment. Situated in a well-connected East London location, Sugar House Island brings together a growing community amongst Newham’s network of waterways, combining modern architecture with retained industrial heritage features.

Main duties of role:

• To provide a warm and courteous welcome to all residents and visitors.
• To actively engage with residents, visitors, colleagues, and contractors to provide a seamless experience for residents.
• To co-ordinate day-to-day operations ensuring quality and service delivery always meet and exceed resident’s expectations.
• To anticipate residents’ needs by engaging and asking questions to understand those needs to be able to adapt services to those needs when required.
• Assisting residents moving into their apartment and completing apartment and appliance inductions as required.
• Supporting residents when moving out, ensuring all reports are filed, maintenance is actioned and deposit recommendations are made.
• Interact with customers to obtain feedback on the quality of product, service levels and overall satisfaction levels.
• Ensure a great working relationship is maintained with the client.
• Any other reasonable tasks asked to be performed by the management according to changing business needs.

People and interpersonal skills:

• Excellent communication skills and able to display sensitivity and understanding of resident’s needs.
• Excellent customer relations skills, a welcoming nature and plenty of energy & enthusiasm.
• Must be pro-active and able to use initiative to enhance the reputation of the building.
• Professional presentation, confident and outgoing nature.
• Well organised, ability to prioritise, problem-solve and work under pressure.
• Attention to detail to ensure high levels of customer service and maintaining and managing the building to an immaculate standard.
• A great team player who takes ownership and responsibility.

Knowledge:

• A good level of education with strong written and verbal communication skills.
• A sound understanding of Health and Safety principles, methods and assessments.
• Good level of computer literacy including Microsoft Word, Excel and Outlook.
• Understanding of exceptional customer service delivery.

Building Maintenance / Health and Safety / Fire Safety:

• Supporting residents with any queries and ensuring any maintenance reports are actioned quickly and efficiently.
• Undertaking daily and weekly inspections of building.
• Co-ordinating spot cleaning and addressing any clean up issues as they arise.
• Co-ordinating all day-to-day site services and sign-off in accordance with JLL Management policies.
• Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with JLL Management procedures.
• Recording all safety checks, contractor visits and completing on-site reports including daily activity logs.
• Establishing and developing working relationships with suppliers and contractors.
• Follow site-specific procedures for handling emergency situations.
• Identify and correct unsafe work procedures or conditions and report them to management.
• To carry out regular site walks and security checks of the building, reporting and logging any details as required.
• Report work-related accidents or other injuries immediately upon occurrence.
• Follow client and site safety and security policies and procedures to maintain a clean, safe and secure environment.
• Maintain awareness of suspicious persons on property premises.

Administration:

• To maintain an organised and tidy work area including reception area, lobby, and resident floor corridors.
• Protect the privacy and security of the client, residents, visitors, and colleagues.
• Maintain confidentiality of proprietary materials and information.
• Ensure personal appearance is following company policy.

Location: On-site – London, GBR.

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!