Resident Associate 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 to be operated by Quintain Living by 2027.

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 resident satisfaction.

• Ensure full knowledge of apartment and communal area systems and operation to deliver customer service in line with Quintain Living standards.
• Assist the Events team when needed to set up and present customer social events & activities.
• Work closely with 3rd‑party suppliers/in‑house departments (concierge, leasing) supporting the Resident Manager to deal with resident requests.
• Work closely with the Defects Resolution Team to ensure customer work orders are validated prior to reporting as defects during contractor warranty period.
• Deliver great customer service while adapting to customer/resident feedback.

• Drive and promote ancillary revenue in line with Quintain Living Targets.
• Network and regularly interact with customers to build relations and confidence.
• Work with your Resident Manager to implement cost and time efficiencies.

• Ensure cases received are acknowledged, actioned, and closed out within agreed SLA.
• Support Resident Manager to collate data for weekly/monthly reports.
• Carry out daily inspections of development to ensure they meet Quintain Living standards.
• Ensure that all move‑ins & move‑outs are coordinated with relevant functions and third parties.
• Enable all specialist contractor access to buildings as required.

• Undertake additional relevant duties as directed by your Manager.
• Participate in the full year and half year Performance Development Review process.
• Ensure understanding and skill level regarding the Company’s IT systems are up to date.
• Demonstrate commitment to and align actions with the Company’s values.
• Use materials and resources efficiently to minimize waste.

• ARLA/AIR 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.

This role may involve an element of lone working or working alone. Training will be provided where required. 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, with start and finish times varying between 8am and 8pm.