Resident Services Agent (Nights)
Location: On-site – Greater Manchester, GBR
This role is a site based role operating on a 48 hour week basis, 12 hours shifts from 7pm to 7am on a 4 nights on 4 nights off schedule.
Main duties of role
* To provide a warm and courteous welcome to all residents and visitors.
* To actively engage with residents, visitors, colleagues and contractors to provide a seamless experience for residents.
* To co-ordinate day-to-day operations ensuring quality and service delivery meet and exceed resident’s expectations at all times.
* To anticipate residents’ needs by engaging and asking questions to understand those needs to be able to adapt services to those needs when required.
* To maintain an awareness of cultural differences needed to meet specific requirements of residents.
People and interpersonal skills
* Excellent communication skills and able to display sensitivity and understanding of resident’s needs.
* Excellent customer relations skills, a sense of humour and plenty of energy and enthusiasm.
* Must be pro-active and able to use initiative to enhance the reputation of the building.
* Professional presentation, confident and outgoing nature.
* Well organised, ability to problem solve and works under pressure.
* Able to demonstrate an organised and professional approach and ability to prioritise.
* A great team player who takes ownership and responsibility.
* A logical thinker who is able to spot errors and resolve issues.
Knowledge
* A good level of education with strong written and verbal communication skills.
* A sound understanding of Health and Safety principles, methods and assessments.
* Good level of computer literacy including Microsoft Word, Excel and Outlook.
Customer service and marketing
* Attention to detail on all aspects of the role to ensure high levels of customer service and maintaining and managing the building to an immaculate standard.
* To handle all front of house incoming calls/enquiries and ensure a warm, welcoming environment for residents and visitors.
* To ensure an accurate log is maintained for any visitors or deliveries and that these are announced to the resident.
* Interact with customers to obtain feedback on the quality of product, service levels and overall satisfaction levels.
* To ensure a daily log is kept of any incidents, resident requests or shift handovers.
* To check, read and action emails and other requests regularly and on a timely basis.
* Assisting tenants moving into their apartment and completing apartment and appliance inductions as needed.
* Liaising with line manager in respect of customer surveys and feedback, identifying areas for change and improvement.
* To ensure a great working relationship is maintained with the client.
* To encourage and motivate colleagues to perform their best, take responsibility for tasks, make decisions and provide input on possible improvements.
Building Maintenance / Health and Safety / Fire Safety
* Supporting residents when moving out.
* Supporting residents with any queries and ensuring any maintenance reports are actioned quickly and efficiently.
* Undertaking daily and weekly inspections of building.
* Co-ordinating spot cleaning and addressing any clean up issues as they arise.
* Co-ordinating all day-to-day site services and sign-off in accordance with JLL Management policies. Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with JLL Management procedures.
* Recording all safety checks, contractor visits and completing on-site reports including daily activity logs.
* Establishing and developing working relationships with suppliers and contractors.
* Parcel management including sign-in and out for residents.
* Available to respond to out-of-hour emergencies.
* Follow property specific procedures for handling emergency situations.
* Identify and correct unsafe work procedures or conditions and report them to management.
Security
* To carry out regular floor walks and security checks of the building and reporting and logging any details as required.
* Report work related accidents or other injuries immediately upon occurrence.
* Follow client and department safety and security policies and procedures to maintain a clean, safe and secure environment.
* Maintain awareness of suspicious persons on property premises.
Administration
* To maintain an organised and tidy work area including reception area, lobby and resident floor corridors.
* Protect the privacy and security of residents, guests and co-workers.
* Maintain confidentiality of proprietary materials and information.
* Ensure personal appearance is in compliance with company policy.
* Any other reasonable tasks asked to be performed by the management according to changing business needs.
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