Resident Associate (Fixed-term contract) in London

Quintain is an award-winning mixed-use property developer in the UK, most famous for Wembley Park, one of Europe’s largest transformation projects. We have delivered thousands of homes, shops, offices, restaurants, hotels, and cultural venues, supporting a growing community of residents and workers. This world-famous north west London neighbourhood was named one of the “best places to live in 2025” and will be the UK’s largest single site of Build to Rent homes, with over 6,000 apartments operated by Quintain Living.

The benefits of renting with Quintain Living include no deposits or fees, utilities set up and ready to go, lifestyle-led amenity spaces, flexible leases, app-based tenancy management, resident events, and a 24-hour service.

At Quintain, we operate in accordance with our five company values: Creative, People-First, Pioneering, Sustainable, and Proud, fostering a sense of respect, awareness, and belonging across the business.

Job Purpose: The Resident Associate is responsible for supporting the Resident Manager in ensuring the smooth operation of the buildings and providing an optimal customer experience from move-in to move-out. This role involves managing the resolution of all reported issues from residents and includes a lot of resident interaction to enhance the resident experience.

Key Accountabilities:

• Customer Service and Team: Ensure full knowledge of apartment and communal area systems and operations to deliver customer service in line with Quintain Living standards. Assist the Events team when needed to set up and present customer social events and activities. Work closely with third-party suppliers/in-house departments (i.e., Night concierge, Leasing) supporting the Resident Manager in dealing with resident requests, escalating more complex customer issues as necessary. Work closely with the Defects Resolution Team to ensure customer work orders are validated prior to reporting as defects during the contractor warranty period, arranging contractor access as required. Deliver great customer service while adapting to customer/resident feedback to consistently strive to meet Quintain Living resident engagement targets.
• Commercial: Drive and promote ancillary revenue in line with Quintain Living Targets (i.e., storage pods, lounge hires, etc.). Network and regularly interact with customers to build relations and confidence to aid customer renewals and generate referrals. Continually work with your Resident Manager to implement cost and time efficiencies to deliver on your P&L targets.
• Operational/Compliance: Ensure cases received are acknowledged, actioned, and closed out within agreed SLA. Support the Resident Manager to collate data for weekly/monthly reports as required by the Operations Manager. Carry out daily inspections of development to ensure they meet Quintain Living standards and support the Development Manager with required health and safety compliance. Ensure that all move-ins and move-outs are coordinated with the relevant Quintain Living function and third parties. Enable all specialist contractor/third-party company access to buildings as required in line with departmental procedures. Carry out daily and weekly checks keeping records to ensure apartments are always lease-ready. Attend and carry out all required apartment inspections to deliver the required Quintain Living expectations. Ensure post-PC snagging items are kept to a minimum and dealt with in a timely manner. Complete all Salesforce activities related to the customer/resident journey in line with operational SOPs. Support the Resident Manager in the maintenance and administration of the development assets.
• Health & Safety: Ensure all matters relating to H&S compliance are adhered to and reported where required, including statutory checks as directed by the Resident Manager.

General Accountabilities: Undertake additional relevant duties which fall under the general scope of the role, as directed by your Manager, raising any issues with capacity so they can be properly managed. Participate in the full year and half-year Performance Development Review process as reviewer and reviewee, meeting the standards and timescales required by the Company. Ensure that your understanding and skill level regarding the Company’s IT systems are up to date, as applicable to your role. Undertake IT training as required to ensure full and proper use of the available technology. Demonstrate commitment to and align actions with the Company’s values: Creative, People-First, Pioneering, Sustainable, and Proud. Work within the Company’s policies and procedures, governance framework, and standards, as detailed on the Company’s intranet. Remain knowledgeable about Group activities, benefiting from all forms of internal communication provided and acting as a positive ambassador for the Company at all times. Use materials and resources effectively and efficiently to minimise waste and always consider the impact of potential actions alongside our Sustainability policies and goals before taking business decisions.

Qualifications/Experience/Skills: ARLA/AIRPM qualifications or similar – desirable but not essential; IT literate with CRM software and Excel experience; Excellent communication and people skills; Experience in customer-facing roles essential, ideally from hotel, retail, student accommodation, or residential sectors.

In principle, hours of work are 37.5 hours per week, working five days per week between Monday and Sunday. Daily working hours are 7.5 hours per day. The rota start time and finish time will vary between the office hours of 8am and 8pm. Please note that working hours may vary due to business demands and availability to assist in resolving problems with customers outside of normal working hours may be required, especially by telephone. This role may involve an element of lone working or working alone which will be discussed between you and your line manager. Training will be provided, where required.