Resident Services Associate

Overview

Front‑of‑house associate providing customer service and support to student residents.

Key Responsibilities

• post management
• crm updating
• event coordination
• health & safety
• review scores
• student welfare

Tasks

-Manage the incoming post and deliveries and ensure it is distributed efficiently. -Updating the company in-house booking and customer relationship management system. -Providing front of office support to residents and visitors to the building, maintaining excellent customer service at all times. -Respond positively and quickly to customer enquiries and complaints and take appropriate action in line with company procedures. -To create monthly fun and diverse events for students to participate in and support the coordination of any open days -To maintain the sites review scores across all platforms above 4 stars -Engaged with the students to capture feedback and insight to improve services to their needs. -Comply with Health and Safety requirements. -Always interact with students professionally, showing empathy towards any issues you may find and understanding that this is their home. -Ensure the building is managed and maintained in line with company policies and procedures to make sure the residents receive a high-quality service. -Have regard for Student Welfare and if necessary, liaise with the appropriate welfare professionals. -Supporting customer show rounds to ensure maximum occupancy of the residence. -Create a friendly and safe environment for students to feel comfortable speaking with the team about concerns they might have about their accommodation or wellbeing.

Requirements

• customer service
• communication
• quick thinking
• hospitality
• microsoft office
• social media

What You Bring

We are looking for an enthusiastic, self-motivated Resident Services Associate to join our front of house team in our 203-bed, luxury student accommodation in the City Centre of Exeter. -Outstanding customer service skills with strong verbal and written communication. -There will also be a requirement to work overtime on weekends during the busy student turnaround period and check in weekends. -Previous experience within a highly customer focused role. -The ability to think on your feet. -40 hours per week Monday to Friday, 8am – 5pm or 9am – 6pm. -Experience within accommodation, hotels/hospitality or retail would be preferred. -Good working knowledge of IT systems including Microsoft Office and Social Media platforms.

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Benefits

This is a perfect opportunity for an out-going, talented individual to get stuck in, ensuring our tenants receive exceptional service. -25 days holiday, plus bank holidays -Life Assurance cover -Employee Assistance Scheme -Competitive salary -1 in 3 Saturdays on a rota basis with a day in lieu the following week. -Pension scheme -Paid overtime

About Downing

-Balances ambition with financial strength through its £1.5 billion development pipeline. -Specializes in mixed-use residential complexes, office hubs, and educational buildings. -Delivers projects from start to finish in-house, ensuring seamless construction capabilities. -Revitalizes brownfield sites with commercial developments in regenerated districts. -Creates stylish, high-end city-center flats and co-living spaces with community-focused amenities.

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