Concierge & Resident Experience Lead

Berkeley Group; Staines-upon-Thames; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave

Private medical insurance

Online discounts platform

Berkeley Foundation volunteer day

Private pension plan

Group life assurance

Job summary

Berkeley Living is seeking a Resident Service Associate to join the Build to Rent team in Staines upon Thames. You will greet residents and visitors, support leasing activities, and deliver a seamless, high-touch customer journey across all touchpoints.

You will organise resident events, manage move-ins and check-outs, oversee deliveries, and ensure communal areas are well presented. A proactive, customer-focused approach and strong communication are essential.

Qualifications

• Five-star resident experience mindset.
• Customer-focused approach in every interaction.
• Strong communication skills across diverse people.
• Organised, proactive and able to handle multiple priorities.
• Team player with ability to take ownership.

Responsibilities

• Be the welcoming face of the concierge, greeting residents and visitors, handling walk-in enquiries, and ensuring a best-in-class experience.
• Support leasing with viewing appointments as per Berkeley Living standards.
• Deliver a seamless, high-touch customer journey for applicants and residents.
• Oversee events and initiatives to build a vibrant community and retain residents.
• Prepare welcome gifts for move-ins and manage check-in/check-out inventories.
• Organise and deliver engaging resident experience events to foster a strong community.
• Take ownership of the main concierge area, ensuring it is well staffed, clean and tidy.
• Oversee deliveries and ensure safe storage.
• Assist General Manager with tasks to run the scheme smoothly.
• Ensure communal areas and available apartments are well presented for tours and move-ins.
• Assist in unit turn processes per SLAs and manage check-in/check-out processes.
• Engage with residents to capture feedback for service improvements.
• Maintain CRM communications with residents and respond promptly to inquiries.

Skills

Customer service

Communication

Organization

Teamwork

Ownership

Proactivity

Job description

Berkeley Living is seeking a Resident Service Associate to join the Build to Rent team in Staines upon Thames. You will greet residents and visitors, support leasing activities, and deliver a seamless, high-touch customer journey across all touchpoints.

You will organise resident events, manage move-ins and check-outs, oversee deliveries, and ensure communal areas are well presented. A proactive, customer-focused approach and strong communication are essential.