Resident Associate in London

Quintain Overview

Quintain is an award-winning mixed-use property developer and most famous for Wembley Park, one of Europe’s largest and most exciting transformation projects, where we have already delivered 6,000 homes, shops, offices, restaurants, hotels and cultural venues as well as supporting a growing community of residents and workers.

This world-famous north west London neighbourhood will be the UK’s largest single site of Build to Rent homes on completion and now boasts over 3,600 apartments operated by Quintain Living.

Our exceptional Build to Rent homes span eight unique developments.

The benefits of renting with Quintain Living includes utilities set up and ready to go, lifestyle-led amenity spaces, 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 and the associated behaviours foster a sense of respect, awareness and belonging across the business.

Job Purpose

The Resident Associate is the primary day-to-day point of contact for residents and visitors, delivering a welcoming front desk and resident-facing service that supports a positive resident experience.

The role is responsible for managing day-to-day resident enquiries and cases, supporting move-in and move-out activity, promoting ancillary revenue and resident retention, maintaining building presentation standards, and escalating issues appropriately to the Assistant Resident Manager or Resident Manager.

Key Accountabilities

• Resident Experience
• Act as the primary front desk and resident-facing contact, providing a warm, professional and helpful service to residents, visitors and third parties.
• Deliver consistent, positive resident interactions that reflect Quintain Living’s values, brand guiding principles and service standards.
• Record, progress and communicate resident enquiries, cases and feedback clearly, escalating more complex or sensitive matters to the Assistant Resident Manager or Resident Manager as required.
• Support brand reputation by encouraging positive resident engagement, responding to feedback constructively and helping the team identify themes that impact NPS, review platforms and resident satisfaction.
• Maintain strong knowledge of apartment systems, communal area systems, resident services and local development information to support resident needs.
• Assist with resident events, amenity hires, social space hires and other resident engagement activity where required.
• Team Contribution
• Support the Resident Manager and Assistant Resident Manager by contributing positively to team standards, resident service and day-to-day operational delivery.
• Act as a brand ambassador for Quintain Living, role modelling professional behaviour, presentation and the brand guiding principles in every resident interaction.
• Work collaboratively with colleagues, the Facilities Management team, Leasing, defects, third parties and internal functions to support the smooth running of the development.
• Support team objectives that underpin wider business goals, including resident satisfaction, retention, commercial delivery and operational standards.
• Attend meetings, briefings and training as required, sharing resident insight, feedback and best practice with the wider team.
• Commercial
• Promote resident retention through positive day-to-day engagement, clear communication and timely escalation of concerns that may impact renewals.
• Conduct rent review and renewal activity by serving S13 correctly, helping residents understand process steps, recording queries accurately and escalating pricing, notice or challenge-related questions to the Assistant Resident Manager or Resident Manager.
• Promote ancillary revenue opportunities such as storage, amenity hires, lounge hires and other services in line with agreed targets and resident needs.
• Support the deposits process by ensuring move-in, move-out and apartment condition information is recorded accurately, evidence is clear and resident queries are escalated appropriately.
• Identify and share opportunities to improve cost, time and operational efficiency in support of development performance.
• Operational/Compliance
• Manage front desk activity effectively, ensuring resident enquiries, visitor interactions, access requests and day-to-day communications are handled professionally and in line with operational procedures.
• Ensure resident cases are acknowledged, actioned, updated and closed within agreed SLA timeframes, maintaining accurate records and escalating risks or recurring themes.
• Support move-ins, move-outs, apartment inspections, void checks, apartment readiness and resident journey administration in line with business SOPs.
• Carry out regular building checks, leasing walk checks and communal space reviews, working with Facilities Management to maintain presentation, cleanliness, building aesthetics and brand standards.
• Work closely with defects, Facilities Management, third-party contractors and internal teams to progress resident issues, enable access and support timely resolution of work orders.
• Support the collation of accurate operational data for reporting, including case updates, work order progress, resident feedback, amenity usage and move activity.
• Handle resident information securely and in line with GDPR, data protection requirements and company policy, escalating any concerns immediately.
• Follow operational processes, APT & S13 requirements, access procedures, compliance expectations and escalation routes at all times.
• Health & Safety
• Follow all H&S, security, access control and lone-working procedures relevant to the role, escalating any concerns promptly.
• Support building security and resident safety through front desk awareness, visitor management, contractor access control and event-day procedures.
• Report incidents, accidents, hazards and near misses in line with company procedures, supporting follow-up actions where required.
• Maintain awareness of fire safety, emergency procedures and building safety requirements, following escalation routes as required.
• Support statutory checks, planned preventative maintenance access and compliance activity as directed by the Assistant Resident Manager or 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.
• At all times 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.
• 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 consider the impact of potential actions on the environment before taking business decisions.

Qualifications/Experience/Skills

• Experience in a customer-facing role, ideally within Build to Rent, residential property, hospitality, retail, student accommodation or another service-led environment.
• Strong communication, resident engagement and problem-solving skills.
• Confident working front of house, managing resident enquiries and providing a professional first point of contact.
• IT literate, with experience using CRM/property management systems, Microsoft Office and Excel desirable.
• ARLA / TPI qualification or similar desirable, but not essential.

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.

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 will be required, especially by telephone.