Resident Services Associate - Guildford

PMR are seeking an enthusiastic Resident Services Associate to work with our client, one of the UK's leading Build to Rent providers, based at their residential scheme in Guilford. You will contribute to an exceptional resident experience through the provision of a first class customer service. You will often be the main regular point of contact for our residents and therefore our expectation is that you are always polite, approachable, highly motivated and professionalMain duites:

• Face to face resident interaction, building a good relationship and rapport with customers ensuring they feel welcome, safe and at home.
• Conducting customers viewings and tours where required.
• Logging receipt and collection of customer parcels.
• Key management.
• Building security and resident administration in line with GDPR
• Work as part of a team, supporting and respecting other team members to deliver exceptional customer experience.
• Communicate professionally with customers, contractors and colleagues, demonstrating a clear understanding of the issue and using initiative to respond accordingly
• Act as first point of contact for customer service issues, including complaints, welfare, repair requests and allocation of issues in accordance with company procedures.
• Embed customer involvement by involving and consulting customer to find ways to shape, improve and deliver services to meet their needs.
• Actively promote the property and other company properties to prospective customers, conducting viewings and providing accurate site information, ensuring contact details are retained and progressed as necessary, whilst complying with GDPR
• Manage and maintain relevant administration and reporting systems to produce statistical reporting
• Receive customers post and deliveries.
• Comply with Health and Safety working practice.
• Respond to emergencies, both during and out of hours in a professional and diligent manner

Skills / Experience:

• A reasonable level of general education educated to O' Level / GCSE level or equivalent with demonstrable written and numerical skills is desirable.
• Awareness of H&S requirements on site.
• Continually strives to improve knowledge, skills and abilities to produce the best results
• Helpful, friendly personality with effective communication skills.
• Behave in a professional, courteous and helpful manner towards colleagues and residents at all times.
• Be a positive advocate for change, highlighting and implementing business improvement initiatives.
• Adopt a team work approach.
• A flexible approach to work.
• Positive attitude and ability to work with little supervision.
• Smart and presentable in appearance.
• Continually strives to improve knowledge, skills and abilities to produce the best results.
• Competent in Microsoft Word, Excel and Outlook.
• Strong proven record of providing excellent customer service in a customer facing role.
• Previous experience in residential property management sector is desirable.
• Knowledge of other languages may be an advantage.
• Demonstrable ability to implement H&S on site when required.

Working Pattern:

Week 1 Monday - Friday 8am - 5pm and Saturday 9am - 6pm

Week 2 Tuesday - Friday 11am - 8pm