Concierge Nights

We are Found Ltd; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading residential experience provider in Manchester seeks a Resident Experience Team Member (Nights) to engage with residents and deliver exceptional service. This role requires a proactive approach to community interaction, ensuring high standards and responding promptly to requests. The ideal candidate thrives under pressure and has outstanding communication skills. Join a supportive team that values personal development and offers competitive benefits including annual leave, pension, and wellness programs.

Benefits

25 days annual leave (+ bank holidays)

Pension

Gym membership discounts

Health cash plans

YAY Day for team activities

Fearless Fund for personal development

Qualifications

• Passion and experience in delivering exceptional customer service.
• Able to work autonomously and demonstrate initiative.
• Thrives in a fast-paced environment.

Responsibilities

• Engage with residents and ensure their voices are heard.
• Conduct regular property checks to maintain high standards.
• Deliver prompt responses to resident requests and feedback.

Skills

Exceptional customer service

Team player

Communication skills

Adaptability

Initiative

Job description

Overview

Found - Resident Experience Team Member (Nights)

Hours: 37 hours per week on average. Days: Monday-Sunday (4-5 days per week). Shifts: 9:30pm/10pm - 6am/6:30am.

Found are the exclusive in-house operator of market leading UK developer FEC. We are striving to be the no.1 experience led, brand-centric 360 lifestyle operator in the UK. We are looking for a Resident Experience Team Member (Nights) to join our friendly and growing team. We are searching for standout candidates who have a true passion for delivering exceptional customer service and creating unforgettable living experiences for our residents. The perfect candidate thrives under pressure and can deliver a positive and welcoming community atmosphere. You will be there for our residents, handling any communication and supporting with our community events.

Responsibilities

• Tackle resident issues head-on and turn frowns upside down with stellar solutions.
• Engage with residents, ensuring their voices are heard, listening to feedback and ideas to review service delivery and enhance community events.
• Deliver top-tier service and fantastic reviews.
• Keep the property looking sharp and running smoothly – assist with litter picking when needed.
• Conduct regular property checks to ensure everything is in prime condition and up to our high standards.
• Ensure prompt and effective responses to resident questions, requests, Google reviews and feedback.
• Dive into new challenges with a hands-on approach, tackling challenges and processes before they become problems.
• Master the art of organisation with a knack for handling paperwork, filing and record keeping.
• Represent our brand with flair and consistency, ensuring every interaction shines.
• Take action for maintenance needs and keep everything running without a hitch.
• Have a solid understanding of health and safety regulations to keep everyone safe and sound. Safeguard sensitive information with expert discretion, ensuring that confidential details stay secure and private.

Role requirements

We need someone who has passion and experience in delivering exceptional customer service for a range of customers above all else.

Having the experience is important - but being the right fit is crucial, these are the traits we want to see in you:

• Able to work with autonomy and demonstrate initiative
• An inspiring team player
• Bring and champion market best practice
• Up for change and can adapt easily
• Thrives in a fast-paced environment
• Confident and proactive approach
• The highest level of communication skills with the ability to negotiate with a range of stakeholders including customers and internal teams
• An ethos of continuous improvement

What's in it for you?

• 25 days annual leave (+ bank holidays) - increasing with service
• Pension
• Family friendly policies
• Access to gym membership discounts, cycle2work, health cash plans and more
• YAY Day - A dedicated day for strengthening relationships and collaboration through fun group challenges, creative workshops, and team activities, fostering a stronger community.
• Together, we win - Celebrating team success with shared experiences
• Fearless Fund - We empower personal and professional development by offering support for experiences that challenge and inspire you, from attending conferences to pursuing certifications.
• Feel great, do great - wellness programs designed to support your health, resilience, and growth.

The Process

Once you've submitted your CV, the next step in the process is completing a video introduction. This gives the hiring manager a chance to get to know you beyond your CV. You'll answer three simple questions, giving us a glimpse of your personality and approach. If selected, you'll then be invited for a face-to-face interview.

Equal Opportunities

It is the Company's policy to treat all employees and job applicants fairly and equally regardless of gender, marital or civil partnership status, race, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. Furthermore, the Company will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds.