Resident Services & Leasing Assistant

VS/7610

Resident Services & Leasing Assistant

Birmingham

Salary: £25,000 - £26,500 per annum, plus 10% performance bonus

Hours: 40 hours per week, working between the hours of 8am – 8pm Monday to Friday

My client is an emerging Build to Rent property management company.  They are looking to hire a permanent Resident Services & Leasing Assistant for a new BTR scheme in the centre of Birmingham consisting of 237 residential apartments

You will work alongside the team to ensure that KPI’s are achieved to include, lettings, minimising rental debt, budget management, robust health and safety management, and positive resident reviews, whilst maintaining the highest of standards on site.

We are looking for individuals who will take ownership of all tasks assigned to them and do so with a can-do attitude and a people first approach to the role.

This role will report directly into the Resident Experience Manager and will collaborate with other teams across the UK.

Site Management

• Communicate well with colleagues to ensure you work together as a team and take an enterprising approach to the role.
• First point of contact/front of house presence
• Co-ordinate, instruct and allow access for services to the development.
• Responsible for all deliveries to main reception, by receiving, safekeeping and issuing of all parcels/registered mail
• Carry out specific daily/weekly tasks as agreed with the City Manager.
• Support City Team with tasks at another City site when required.

Customer service

• Provide outstanding customer service to residents.
• Ensure a warm, welcoming, helpful, efficient, and responsive reception service for residents, telephone callers and visitors
• Manage and respond to general enquiries via phone, email and other channels.
• Assist with resident engagement strategies to ensure a strong resident community is built and maintained.
• Record, monitor and respond to any resident feedback.
• Assist with resident communications through multiple channels.
• Ensure resident issues and service requests are addressed and dealt with quickly, efficiently, and professionally.
• Promote and encourage a neighbourly and community atmosphere.
• Meet and interact with residents in a customer friendly and professional manner.
• Seek ways to exceed service expectations of residents and enhance the brand.
• Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.
• Assist with executing the smooth running of all aspects of the community.
• Provide an information service for the local area.
• Take ownership of the reception/communal areas and ensure they are kept clean, tidy, and well-presented at all times.

Marketing, Social Media, Events & Community Presence

• Post frequently on social media platforms ensuring content is aligned to the brand manifesto.
• Drive the highest rates of retention and community engagement.
• Support the overall marketing/leasing efforts and offer input and suggestions regarding promotions, advertisements, and pricing.
• Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.
• Assist with planning and hosting networking events to create and forge new relationships within the community.
• Promote events/give-aways to residents to ensure they are deemed successful.  

Facilities Management and Health & Safety

• Ensure all risks to visitors, staff and residents are removed or reported.
• Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency, and reporting any concerns.
• Assist with turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.

Leasing

• Support the overall marketing/leasing efforts and offer input and suggestions regarding promotions, advertisements, and pricing.
• Drive the highest rates of retention and community engagement.
• Validate Right to Rent document checks.
• To support Resident Services Assistant and Resident Operations Manager with leasing process when needed.

The ideal candidate will have:

• At least 2 years’ experience in a similar role, preferably in either BTR or PBSA.  My client will also consider candidates who have worked in a similar role within the hotel / hospitality industry.  
• Professional presentation, be confident and outgoing in nature.
• Basic understanding of landlord and resident relationship.
• Basic health and safety knowledge.
• Excellent English language skills - both written and spoken.
• IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.

In the first instance please apply by submitting your cv.

Please contact Vicky at the Manchester office.

Ritz Recruitment - Employment Agency