Resident Services Associate - Bristol

PMR are seeking an experienced Resident Services Associate for our client, a national provider of high-end Build to Rent residential properties. The Resident Services Associate will deliver an exceptional service to residents at a Build to Rent development in Bristol.

Key Responsibilities:

• Carry out services such as meet & greet, reception, parcel handling, inspections, lettings viewings and ad-hoc tasks, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person.
• Ensure the resident move in and move out process is seamless to include property checks
• Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service
• Handle day to day enquires from residents and complaints escalating where required
• To ensure the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
• Manage & co-ordinate resident bookings of amenity space and cleaning as required
• Assist in the smooth running of the letting process from offer acceptance to move-in and settling of new tenants.
• Liaise & book contractors, cleaning and maintenance operatives.
• Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented and targets are achieved.
• Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required
• Prepare and update all local information and resident handbook content
• Identify opportunities for enhanced service delivery to optimise customer experience
• Meet & Greet residents and handle complaints to an effective resolution
• Host & attend regular events for residents, ensuring that events are run smoothy and marketed effectively through social media and other methods of communication.
• Prepare and ensure the delivery of shift handover documents
• Log all, distribute and receipt keys, parcels and visitors
• Assist with drafting the Resident Service budget, monitoring it regularly and ensuring expenditure is within target
• Any ad-hoc tasks as requested
• Respond to out of hours emergency calls in absence of manager
• Represent the company as required
• Actively contribute to delivering objectives
• To be customer-focused in all dealings with residents

Skills, Experience & Qualifications:

• Previous experience working in organisations providing market rental properties is essential
• Strong experience working at business/private events would be beneficial
• Previous experience of working in a team
• Strong written and verbal English
• Qualifications in property or customer service would be advantageous
• Previous experience of working towards and achieving targets
• A good communicator with strong interpersonal skills, including the ability to listen
• Well-groomed and professional appearance
• Passionate about customer service
• Ability to build relationships and work collectively with colleagues
• Demonstrable ability to think creatively and embrace new challenges daily
• Goal-focused, positive and resilient