Senior Resident Experience Assistant - New Vic, Manchester Business Operations · New Vic

To provide on-site property management services to an exciting stabilised BTR development comprising 520 apartments in Manchester. Responsible for the delivery of a first-class customer experience along with your wider team, who will be responsible for all front of house services including administration, compliance, events, liaising with all residents, visitors and the wider local community. Building effective relationships with our residents will enhance the community spirit and everything that we deliver should be done so with our residents at the forefront of our minds, as the Senior Residents Experience Assistant it will be your responsibility to drive exceptional service at all times.

Key Responsibilities

• Assist the Resident Experience Manager in management of the day to day resident services, to ensure processes are efficiently managed and provide first class customer service to residents.
• Be the first point of contact for all residents and visitors alongside the Resident Experience Assistants.
• Assist the Resident Experience Manager with the planning and running of resident events and community building initiatives.
• Quality control of amenity spaces and apartments, ensuring they are well presented at all times.
• Organising and hosting monthly residents events and initiatives, to enhance the community feel of the scheme.
• Engaging with residents and facilitation of any resident-led events as well as quarterly meet and greets.
• Management of amenity space hiring.
• Responding to rental enquiries, scheduling and conducting scheme tours/viewings and agreeing offers (in the absence of a Leasing representative on site).
• Completing all applicant vetting in line with Savills procedures.
• Ensuring marketing portals remain up to date at all times.
• Organising and running tenant services via third parties and in-house.
• Ensuring up to date resident communication via various channels including social media.
• Seeking special offers and discounts for residents from local businesses.
• Creating a community feel through communication, events and innovations.
• To act as first point of call for residents to report maintenance issues.
• Co-ordinating all contractor appointments, both third party and in-house, including defect warranty repairs, logging issues in order that required service levels are attained.
• Organising minor works between tenancies to maintain first class presentation of apartments.
• Completing and managing the check in and check out reports.
• Determining deposit returns and completion of admin alongside the REM.
• Carrying out mid-term inspections.
• Arrears chasing and reporting.
• Work alongside the Maintenance Operative to ensure H&S statutory requirements are met across the development.
• Management of waste as required with bin rotations and inspections.
• Responding to resident complaints, in line with Savills procedures.
• Ensure all resident deliveries are received and placed correctly in the parcel room. Daily parcel room management.
• Conduct regular audits on Resident app requests.
• In addition to the tasks described above, the job holder may be required to carry out other duties as may reasonably be required from time to time.

Skills, Knowledge and Experience

• Strong customer service ethic / background.
• Positive, can do attitude.
• Common sense approach.
• Ability to think on their feet and make considered decisions.
• Outgoing, warm and friendly personality.
• Organised, meticulous, tenacious.
• Excellent written and spoken etiquette.
• IT literate and Social media savvy.
• Experience in undertaking viewings would be an advantage.

Working Hours - 5/7 days – 40 hours per week (or apportioned to 40 hours per week across a period where covering REA shifts) between 7am-7pm.

Salary - £35k pa.