Resident Service Assistant - The Picture House, Ilford

Purpose of the Role

To provide on-site property management services to a build to rent development.

Responsible for the delivery of a first-class customer experience along with the team who will be responsible for all front of house services including administration, compliance, events, liaising with all residents, visitors and the wider local community.

Building effective relationships with our residents will enhance the community spirit and everything that we deliver should be done so with our residents at the forefront of our minds, as the Resident Services Assistant it will be your responsibility to drive exceptional service at all times.

Key Responsibilities

• Provide first class customer service to residents, being the first point of for all residents and visitors

• Quality control of amenity spaces and apartments, ensuring they are well presented at all times.

• Organising and hosting monthly residents' events and initiatives, to enhance the community feel of the scheme.

• Engaging with residents and facilitation of any resident-lead events as well as quarterly meet and greets.

• Management of amenity space hiring

• Responding to rental enquiries, scheduling and conducting scheme tours/viewings and agreeing offers

• Completing all applicant vetting in line with Savills procedures

• Ensuring marketing portals remain up to date at all times

• Organising and running tenant services via third parties and in-house

• Ensuring up to date resident communication via various channels including social media

• Seeking special offers and discounts for residents from local businesses

• Creating a community feel through communication, events and innovations

• To act as first point of call for residents to report maintenance issues

• Co-ordinating all contractor appointments, both third party and in-house, including defect warranty repairs, logging issues in order that required service levels are attained

• Organising minor works between tenancies to maintain first class presentation of apartments

• Completing check in and check out reports; determining deposit returns

• Carrying out mid-term inspections

• Arrears chasing and reporting

• Work alongside the Resident Services Manager to ensure H&S statutory requirements are meet across the development

In addition to the tasks described above, the job holder may be required to carry out other duties as may reasonably be required from time to time.

Skills, Knowledge and Experience

• Strong customer service ethic / background

• Positive, can-do attitude

• Common sense approach

• Ability to think on their feet and make considered decisions

• Outgoing, warm and friendly personality

• Organised, meticulous, tenacious

• Excellent written and spoken etiquette

• IT literate and social media savvy

• Experience in undertaking viewings would be an advantage

Working Hours - 8AM – 8PM – 4 days on/4 days off (weekends/bank holidays included) Shifts may vary as per business needs 

Salary - £30-32K + 10% discretionary bonus 

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Please see our Benefits Booklet for more information.