Resident Associate

Key Responsibilities

Leasing & Administration

• Respond to email and phone enquiries in a timely and courteous manner
• Respond to any customer queries and ensure that residents' expectations are managed at all times
• Assist with preparation of check-in and check-out reports, completing property inductions with new residents
• Prepare inventories for apartments and ensure these are returned by new tenants
• Arrange utility registrations & council tax communications after residents move in
• Conduct viewings to prospective tenants, recording feedback on the CRM marketing system and sending follow-up emails
• Implement and support branded marketing campaigns
• Assist with deposit protection scheme set up and releases
• Assist with move in / move out customer journey procedures
• Assist with the collection of rents, ensuring collection and deposit on a timely basis
• Utilise the property management system to record various transactions and navigate tenant information, producing AST contracts and renewal contracts
• Report on feedback provided by team members as part of process development at required times; including attending and contributing to meetings to help develop these processes
• Assist with market surveys, competitor analysis and "open houses"
• Assist in processing resident applications to guide them through the start of their tenancy, including completion of background and credit checks
• Involvement with internal projects to improve lettings

KPIs: Direct Let Retention, Monthly Occupancy, Viewings and Mystery Shopping Feedback, Arrears %, Bad Debt %

Customer Service

• Take ownership of the Reception area, ensuring it looks presentable and providing a warm welcome to residents and visitors to the building
• Represent the brand by providing exceptional service to residents, prospective tenants, contractors, and visitors
• Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs
• Always seek ways to exceed residents' service expectations
• Ensure resident issues and service requests are addressed within 24 hours
• Assist in promoting a neighbourly and community atmosphere including contributing to the resident events programme
• Undertake activities to recognise and celebrate long-term residents
• Assist the General Manager with resolving customer complaints
• Provide feedback on the efficiency of customer service process to help develop brand and ways of working
• Active involvement in obtaining regular 5* reviews for the property
• Be a true ambassador of the brand and what it stands for

KPIs: Customer satisfaction surveys, Resident Engagement, NPS (Net Promoter Score), Resident retention and referrals, Customer Service Reviews

Property Upkeep

• Comply with regular fire safety and health and safety standards
• Assist in undertaking scheduled flat inspections and recording of same
• Day to day assistance in management of reactive maintenance and defects
• Adhere to business operating processes, systems and standards
• Assist in monitoring compliance with planned and reactive maintenance procedures, such that buildings are safe for both residents and employees
• Assist with the upkeep of the general cleanliness and appearance of the property and report any serious deficiencies regarding curb appeal or hazards to the General Manager or Facilities Manager

Qualifications, Experience and Role Requirements

Essential

• Demonstrates honesty, integrity and intelligence
• Experience in a property lettings or related business (student accommodation, serviced apartments etc.)
• Excellent customer relationship skills and attention to detail, with an enthusiastic and engaging attitude
• Excellent organisation and administration skills
• Responsive with the ability to adapt to change and a fast-paced environment
• Clear and effective communication skills, verbally and in writing
• Intermediate IT skills including Microsoft Office and property management systems
• Team player with a willingness to support others
• A positive, 'can-do' attitude with a desire to learn and achieve outstanding results
• Ability to work independently on a day-to-day basis
• Ability to work Saturdays and public holidays in line with the rota
• Ability to work in different buildings if required