Resident Associate

Description:

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 lettingsKPIs: 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 forKPIs: 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 ManagerQualifications, 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