Resident Services Associate

Overview

In this role you will be the on-site point of contact, ensuring residents have a positive experience and a welcoming community. You will support daily operations, coordinate move-ins/outs, and liaise with maintenance to keep common areas well managed. You’ll work closely with residents, visitors, and contractors to maintain high service standards in a busy residential setting. This is a hands-on, customer-facing position that contributes directly to resident satisfaction and community engagement.

Responsibilities

• Deliver friendly, professional service to residents, visitors and prospective tenants.
• Handle enquiries, requests and complaints, ensuring timely resolution.
• Support daily management of the development and maintain high standards in communal spaces.
• Build positive relationships to foster a welcoming community.
• Coordinate move-ins and move-outs and complete required documentation.
• Coordinate with maintenance teams and contractors for repairs and access.
• Conduct regular building walkthroughs and report maintenance concerns.
• Assist with tenancy administration, resident communications and operational tasks.
• Help organise resident events to drive community engagement.
• Ensure health and safety procedures are followed and a safe environment is maintained.
• Collaborate with colleagues to improve resident experience and service delivery.

Key requirements

• Experience in residential property, Build to Rent, PBSA, lettings, estate management or similar customer-facing environments.
• Passion for customer service and resident experience.
• Strong communication and interpersonal skills.
• Ability to handle queries and manage challenging situations professionally.
• Good organisational skills and ability to prioritise tasks.
• Experience supporting building operations, maintenance coordination or contractor liaison would be beneficial.
• Understanding of health and safety practices in a residential environment.
• Familiarity with property management systems and Microsoft Office.

• excellent customer service
• strong communication
• relationship-building
• problem-solving
• property management systems
• Microsoft Office

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