VS/7642
Resident Services & Leasing Assistant
Birmingham
Salary: GBP25,000 - GBP26,500 per annum, plus 10% performance bonus
Hours: 8am 4pm and 12.00 8pm on a rota, 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 230 residential apartments.
You will work alongside the team to ensure that KPIs are achieved, including lettings, minimising rental debt, budget management, robust health and safety management, and positive resident reviews, whilst maintaining the highest 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 to the Resident Experience Manager and will collaborate with other teams across the UK.
Site Management
* Communicate well with colleagues to ensure teamwork and 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, including receiving, safekeeping, and issuing parcels/registered mail.
* Carry out specific daily/weekly tasks as agreed with the City Manager.
* Support the 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 build and maintain a strong resident community.
* Record, monitor, and respond to any resident feedback.
* Assist with resident communications through multiple channels.
* Ensure resident issues and service requests are addressed 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, including 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 clean, tidy, and well-presented at all times.
Marketing, Social Media, Events & Community Presence
* Post frequently on social media platforms ensuring content aligns with the brand manifesto.
* Drive the highest rates of retention and community engagement.
* Support overall marketing/leasing efforts and provide input 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 forge new relationships within the community.
* Promote events/giveaways to residents to ensure they are 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 emergencies and reporting any concerns.
* Assist with the turnaround of vacant apartments, including check-out reports, scheduling cleaning, repairs, and maintenance.
Leasing
* Support overall marketing/leasing efforts and provide input regarding promotions, advertisements, and pricing.
* Drive the highest rates of retention and community engagement.
* Validate Right to Rent document checks.
* Support the Resident Services Assistant and Resident Operations Manager with the leasing process when needed.
The ideal candidate will have:
* At least 2 years of experience in a similar role, preferably in either BTR or PBSA. Candidates with hotel/hospitality experience will also be considered.
* Professional presentation, confident and outgoing nature.
* Basic understanding of landlord and resident relationships.
* Basic health and safety knowledge.
* Excellent English language skills - both written and spoken.
* IT literate - MS Office at intermediate level and other relevant software necessary for the role.
In the first instance, please apply by submitting your CV.
Please contact Vicky at the Manchester office.
Ritz Recruitment - Employment Agency
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