We’re looking for an energetic, commercially minded Resident Services Associate to join the team at an exciting brand-new PBSA/co-living development in North Acton.
This is a fantastic opportunity for someone who loves people, sales and creating an exceptional resident experience. With hundreds of brand-new apartments, this is a high-energy environment where no two days will be the same.
A key focus of the role will be leasing and driving the successful initial occupancy of the development. You’ll play a hands-on role in turning enquiries into residents, conducting engaging tours, following up leads and working towards ambitious occupancy and revenue targets.
You’ll also be a key face of the building, helping residents feel at home while supporting the smooth day-to-day operation of the development.
What You’ll Be Doing
- Take ownership of leasing activity and help drive the development towards its occupancy and revenue targets.
- Respond to enquiries quickly and professionally, converting leads into viewings and viewings into signed tenancies.
- Conduct engaging and high-quality tours designed to maximise conversion.
- Follow up consistently with prospective residents throughout the leasing journey.
- Manage leads through the CRM and maintain accurate records and reporting.
- Support the achievement of occupancy, conversion, average rent and other commercial KPIs.
- Build strong relationships with external leasing and referral agents to maximise opportunities.
- Carry out competitor research and mystery shopping to understand the local market.
- Provide feedback to the marketing team on enquiry trends, customer feedback and market activity.
- Support tenancy renewals and work to maximise retention, occupancy and revenue.
- Assist with referencing, tenancy agreements and other pre-move-in administration.
Resident Experience & Customer Service
- Be a welcoming and highly visible presence within the building.
- Deliver exceptional front-of-house service and create a positive first impression for prospective and existing residents.
- Build strong relationships with residents and understand their needs.
- Handle questions, concerns and complaints professionally, calmly and empathetically.
- Take the lead on resident engagement and help deliver an exciting programme of events and activities.
- Help create a genuine community within the development.
We’re looking for someone who is:
- Confident conducting tours and speaking with prospective residents.
- Naturally outgoing, personable and comfortable building relationships.
- Highly organised, proactive and able to manage multiple priorities.
- Passionate about customer service and creating memorable resident experiences.
- A strong communicator, both verbally and in writing.
- Confident using technology, CRM systems and Microsoft Office.
- A team player who is willing to get stuck in and support colleagues.
- Positive, ambitious and solutions-focused.
Previous experience in leasing, property, PBSA, co-living, Build-to-Rent, hospitality, sales or customer service is desirable, but full training will be provided for the right person.
You’ll have the opportunity to play a significant role in building the resident community from day one, while gaining valuable experience across leasing, sales, customer experience and residential operations.
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