Business Support, Customer Service

Jll; Manchester; On-site; GBP 23,000 - 32,000; Full time

Job summary

JLL is seeking a Resident Service Agent to join our Build to Rent operation. The role involves managing applicants, conducting viewing tours, securing offers on apartments, and coordinating repairs and tenancy queries at a Greengate-based site just outside London, with a shift pattern of 4 days on, 4 days off.

You will report to the General Manager and need to provide excellent customer care, be organised, and work flexibly across days and evenings, including tours and events in the development.

Qualifications

• Excellent organisation and time management are essential.
• Strong interpersonal and communication skills are required.
• Customer-focused approach with the ability to handle queries and complaints calmly.
• Ability to work under pressure and be flexible to changes in duties.
• Proactive attitude to maintain security, safety and building operations.

Responsibilities

• Maintain concierge desk presence and provide high-level customer care.
• Guide clients/residents, handle enquiries, and resolve complaints professionally.
• Monitor security and safety of residents and the building. Report issues to line manager.
• Perform regular building checks (lighting, heating, alarms, lifts, doors, gates).
• Coordinate access for services and deliveries, manage parcels and keys.
• Prepare handovers and provide utility meter readings as needed.

Skills

Organisational skills

People skills

Customer service

Working under pressure

Flexibility

IT proficiency

Property management software

Job description

This role is based at Greengate contemporary private rented scheme outside of London, a build to rent scheme. Responsibilities include managing applicants, conducting viewing tours, securing offers on apartments, organising repair works and dealing with general tenancy related queries as well as organising resident engagement events. The role requires enthusiasm, excellent organisational skills, good people skills and the ability to work under pressure and with a degree of flexibility as no two days are ever the same. This person will report into the General Manager. What your day-to-day will look like:

• At all times ensure a constant presence remains on the main concierge desk (except where carrying out regular building checks or on agreed breaks).
• At all times provide the highest level of customer care and service, offering guidance and assistance to clients/residents in a willing and friendly manner. Deal effectively with enquiries, queries and complaints, always taking the correct action whilst remaining courteous at all times in person or on the telephone.
• The Concierge should maintain a clean and smart appearance at all times, wearing either the staff uniform (or a suit where a uniform is not provided).
• Ensure effective security of residents and the building at all times by walking the agreed patrol route regularly. Monitor use of external areas and deter misuse. The Concierge must not put himself/herself at personal risk and should report any concerns to the police if immediate action is required.
• Complete regular building checks on site during the shift, ensuring the buildings are trouble free. To check working order and condition of: Lighting; Heating; Fire control system, alarms and smoke ventilation; Lifts; Water pumps and tanks; Doors and windows; Gates; Waste chutes; Access control systems, locks and security.
• Pro-actively deal with any maintenance and cleaning/litter problems identified within the Development and the external estate areas. Fix, repair, maintain or clean any area or problem if able to do so (i.e. light bulb changes).
• To report on any security/Health & Safety/maintenance issues, incidents and complaints to your line manager. Taking appropriate action immediately in the event of an emergency.
• Manage any unplanned cleaning emergencies; directly where possible (spillages and accidents in communal areas)
• Monitor CCTV and alarm systems at all times whilst in the office.
• Monitor and aid the smooth running of car parking facilities and appropriately deal with unauthorised users/vehicles of the car park.
• The Concierge must check and screen all visitors and guests and any contractor staff, ensuring they have permission to be present in the building if you suspect they have no right of access. Report any suspicious/unusual behaviour, calling the police if necessary.
• Co-ordinate, instruct and allow access for services to the Development, such as refuse collection, deliveries, repairs and maintenance, utility companies. Including the movement and rotation of on-site refuse receptacles for collection.
• Responsibility for all deliveries to main office, receiving, safekeeping and issuing of all parcels/registered mail in line with the company procedure.
• Issuing/handling of keys only to correct personnel/residents whilst recording at all times the signing in and out of keys in line with the company procedure
• Assist the Duty Manager with any other reasonable duties as requested.
• The Concierge must be able to give a clear and concise handover at the end of the shift to any follow-on Concierge/Line Manager, highlighting any events that have occurred and make follow-on staff aware of any forthcoming events.
• Provide utility meter reading for all properties as required by residents.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and overall business objectives of the organisation. This may mean working on separate sites as necessary.

Physical Abilities

• Lone working
• Some lifting required within the Manual Handling Regulations
  Confident liaising with clients via phone, email and letter
• Ability to work under pressure with a degree of flexibility and to take control of own workload
• Good interpersonal skills
• Excellent organisational and IT skills although previous knowledge of the property management software is not essential
• Flexible working hours to accommodate evening events and (from time to time) tours
• Previous experience of property management and letting is desirable
• Experience within a customer focused environment
• The suitable candidate will be somebody who is seeking to further their career
• Excellent verbal and written communication
• Great customer service
• Focus, proactive and action oriented
• Shows professionalism

Well organised and adept at managing and prioritising workload.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. JLL supports the Whole You, personally and professionally. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally., We're JLL-a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities. Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honoured to be recognized with awards for our success by organizations both globally and locally. Creating a diverse and inclusive culture where we all feel welcomed, valued, and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences, and perspectives help us think bigger, spark innovation, and succeed together., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

We are looking for a Resident Service Agent for our Residential Agency Build to Rent business line.

• Shift pattern: 4 days on, 4 days off.
• Day shift Concierge - 0700 am to 1900 pm,
• Night shift concierge 1900 pm to 0700 am.
• Holiday: 23 days including bank holidays