Resident Associate (Fixed-term contract)

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 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 3rd party suppliers/in-house departments (i.e., Night concierge, Leasing) supporting the Resident Manager with resident requests, escalating complex customer issues as necessary. Collaborate with the Defects Resolution Team to ensure customer work orders are validated prior to reporting defects during the contractor warranty period, arranging contractor access as required. Deliver great customer service while adapting to customer/resident feedback 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). Network and regularly interact with customers to build relations and confidence to aid customer renewals and generate referrals. 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 in collating 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 health and safety compliance. Coordinate all move-ins and move-outs with relevant Quintain Living functions and third parties. Enable all specialist contractor/3rd party company access to buildings as required. Conduct daily and weekly checks, keeping records to ensure apartments are always lease-ready. Attend and carry out all required apartment inspections to meet Quintain Living expectations. Minimise post-PC snagging items and deal with them promptly. Complete all Salesforce activity 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 as directed by your Manager, raising any capacity issues for proper management. Participate in the full year and half-year Performance Development Review process as reviewer and reviewee, meeting the required standards and timescales. Ensure your understanding and skill level regarding the Company’s IT systems are up to date, undertaking IT training as required. 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. Remain knowledgeable about Group activities, benefiting from internal communication and acting as a positive ambassador for the Company. Use materials and resources effectively to minimise waste and consider the impact of potential actions alongside our Sustainability policies before making 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. 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 with your line manager. Training will be provided where required.