Resident Associate

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, all the way through to move-out. This will involve managing the resolution of all reported issues from residents. This role involves working front of house and will include a lot of resident interaction to enhance resident experience.

• 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 full knowledge of apartment and communal area systems and operation in order to deliver customer service in line with company living standards
• Ensure that all move in's & move out's are co-ordinated with the relevant living function and third parties
• Work closely with the Defects Resolution Team to ensure customer work orders are validated prior to reporting as defects during contractor warranty period, arranging contractor access as required
• Network and regularly interact with customers to build customer relations and confidence in order to aid customer renewals and generate referrals
• Ensure cases received are acknowledged, actioned and closed out within agreed SLA
• 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
• Drive and promote ancillary revenue in line with company Living Targets (i.e. storage pods, lounge hires etc.)
• 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
• Ensure post-PC snagging items are kept to a minimum and are dealt with in a timely manner
• Support Resident Manager to collate data for weekly/monthly reports as required by the Operations Manager
• Complete all salesforce activity related to the customer/resident journey in line with the operational SOP's
• Assist the Events team when needed, to set up and present customer social events & activities
• Attend and carry out all required apartment inspections to deliver the required living expectations
• Enable all specialist contractor/3rd party company access to buildings as required in line with departmental procedures
• Ensure all matters relating to H&S compliance are adhered to and reported where required, including statutory checks as directed by the Resident Manager
• 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
• Carry out daily inspections of development to ensure they are to standard and support the Development Manager with required health and safety compliance
• 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
• Work closely with 3rd party suppliers/in-house departments (i.e. Night concierge, Leasing) supporting the Resident Manager deal with resident requests in line with departmental deadlines escalating more complex customer issues to the Resident Manager as necessary
• Continually work with your Resident Manager to implement cost and time efficiencies to deliver on your P&L targets
• Work within the Company's policies and procedures, governance framework and standards, as detailed on the Company's intranet
• Support the Resident Manager in the maintenance and admin of the development assets
• Carry out daily and weekly checks keeping records to ensure apartments are always lease ready

• IT literate with CRM software and Excel experience
• Excellent communication and people skills
• ARLA/AIRPM qualifications or similar - desirable but not essential
• 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 which will be discussed between you and your line manager. Training will be provided, where required.