Resident Services Associate

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Downing is an award-winning leading developer, owner, and operator of bespoke, luxury student accommodation, residential, and commercial property across the UK. We have been operating for over 35 years and currently have 14 operational student accommodation schemes in 10 major cities, with additional impressive projects under construction.

We have an exciting opportunity for a Resident Services Associate to join our team, providing administrative support for our Student Accommodation Scheme with 586 bedrooms in Cambridge City Centre.

This position is ideal for an outgoing, talented individual eager to ensure our tenants receive exceptional service.

The Resident Services Associate is typically the first point of contact and acts as an excellent brand ambassador for Downing. This fast-paced, dynamic role involves working as part of a small team and handling a diverse workload.

Key Responsibilities:

1. Providing front-of-office support to residents and visitors, maintaining excellent customer service at all times.
2. Updating the company\’s in-house booking and customer relationship management system.
3. Supporting property show rounds to maximize occupancy.
4. Ensuring the building is managed and maintained according to company policies to deliver high-quality service.
5. Responding promptly to customer inquiries and complaints, taking appropriate action per company procedures.
6. Creating a friendly and safe environment for students to discuss concerns about their accommodation or wellbeing.
7. Interacting professionally with students, showing empathy and understanding that this is their home.
8. Gathering feedback from students to improve services tailored to their needs.
9. Organizing monthly engaging events for students and supporting open day coordination.
10. Maintaining site review scores above 4 stars across all platforms.
11. Considering student welfare and liaising with welfare professionals if needed.
12. Complying with Health and Safety requirements.
13. Managing incoming post and deliveries efficiently.

Qualifications and Experience:

1. Previous experience in a highly customer-focused role.
2. Experience in accommodation, hotels, hospitality, or retail preferred.
3. Outstanding customer service skills with strong verbal and written communication.
4. Ability to think quickly and adapt.
5. Confident, polite, and professional demeanor.
6. Good knowledge of IT systems, including Microsoft Office and social media platforms.
7. Smartly presented.

Hours of Work:

1. Monday to Friday, 8 am to 5 pm or 9 am to 6 pm on a rota basis.
2. One in five Saturdays, 8 am to 5 pm, on a rota, with hours compensated in lieu the following week.
3. Additional hours may be required during the summer turnaround period.

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