Resident Services Associate - Cardiff, United Kingdom - PMR

PMR

Verified Company

Cardiff, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

OVERVIEW

Provide support to the Resident Services team to ensure that residents receive an excellent service, the building is maintained and managed efficiently to great standards
Provide a professional and proactive point of contact for all customers (residents), general public, professionals, contractors and colleagues from other departments
Working hours: Monday to Saturday (working 5 days a week, and only 1 in 3 Saturday's), 9 hours per day between 8am8pm

RESPONSIBILITIES

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
Undertaking prelet inspections and scheduled inspections of communal areas
Managing defects, repairs and warrantee issues through to completion
Logging receipt and collection of customer parcels
Key management
Building security and resident administration in line with GDPR
Administrative duties including conducting right to rent checks, processing invoices, processing tenancy termination notices and producing system reports

QUALIFICATIONS, SKILL AND EXPERIENCE

Demonstrable experience of working in a customerfacing role, either in property or hospitality, is essential
Excellent organisational skills must be demonstrated together with effective time management and ability to consistently achieve tight deadlines
Good working knowledge of Microsoft Word, Excel, Outlook and the ability to adapt to bespoke databases is essential
Strong experience working at business/private events would be beneficial
Previous experience of working in a team, with the ability to successfully build and maintain working relationships and work collectively with colleagues
Strong written and verbal English and numeracy skills
Qualifications in Property or Customer Service would be advantageous
Excellent communication and customer service skills must be shown
Ability to use own initiative to problem solve and take ownership of tasks
Passionate about customer service
Demonstrable ability to think creatively and embrace new challenges daily
Goalfocused, positive and resilient with the determination to deliver exceptional outcomes for its residents and communities
Demonstrable experience of company Core Values (every home matters; people at the heart; leading the way and exceeding expectations)

CUSTOMER ENGAGEMENT & OPERATIONS

Carry out services such as meet & greet, reception, parcel handling, inspections, lettings viewings and adhoc tasks, ensuring the provision of an excellent frontline 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 coordination between the customer services team and other areas of the business to enable the efficient working of the frontline service
Handle day to day enquires from residents and complaints escalating where required Operations
To ensure the delivery of highquality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
Manage & coordinate resident bookings of amenity space and cleaning as required
Assist in the smooth running of the letting process from offer acceptance to movein 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 Customer Engagement
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

OTHER

Any adhoc tasks as requested by the Resident Services Manager, including, but not limited to general site cleaning, litter picking and carrying out "building walks" to review cleanliness and where appropriate addressing all areas that need tidying up orcleaning.
Respond to out of hours emergency calls in absence of manage
Represent the company as required
Actively contribute to delivering objectives
To be customerfocused in all dealings with residents