Resident Associate

Quintain Limited; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading property development firm in Greater London is seeking a Resident Associate to enhance the customer experience and support building operations. The ideal candidate will have excellent communication skills and experience in customer-facing roles. Responsibilities include addressing resident issues, supporting operations, and ensuring compliance with health and safety standards. This role features 37.5 hours per week, with a flexible schedule to meet business demands, offering a dynamic and engaging work environment.

Qualifications

• Experience in customer-facing roles essential, ideally from hotel, retail, student accommodation or residential sectors.
• IT literacy is crucial, particularly with CRM software and Excel.
• ARLA or AIRPM qualifications are desirable but not essential.

Responsibilities

• Support the Resident Manager in ensuring smooth building operations and a great customer experience.
• Manage resident interactions, including issue resolutions.
• Conduct inspections and ensure compliance with health and safety regulations.

Skills

Excellent communication and people skills

Customer service experience

IT literate with CRM software and Excel experience

Education

ARLA / AIRPM qualifications

Job description

Quintain Overview:

Quintain is an award‑winning mixed‑use property developer in the UK and most famous for Wembley Park, one of Europe’s largest and most exciting transformation projects where we have already delivered thousands of homes, shops, offices, restaurants, hotels and cultural venues as well as supporting a growing community of residents and workers.

This world‑famous north west London neighbourhood캞 was named one of the “best places to live in 2025” and will be the UK’s largest single site of Build to Rent homesSHA, with over 6,000 apartments to be operated by Quintain Living by 2027. Our team already has over 3,500 exceptional Build to Rent homes within its portfolio across ten separated developments. The benefits of renting with Quintain Living includes: no deposits or fees, utilities set up and ready to go, lifestyle‑led amenity spaces, flexible leases, app‑based tenancy management, resident events and 24‑hour service.

At Quintain we operate in accordance with our five company values: Creative, People‑First, Pioneering, Sustainable and Proud and the associated behaviours fosterreflection a sense of respect, awareness and belonging across the business.

Job Purpose:

The Resident Associate is responsible for supporting the Resident Manager in ensuring the smooth operation of the buildings and providing an optimal customer experience from move‑in, all the way through to move‑out. This will involve managing the resolution of all reported issues from residents. This role involves working наставления front of house and will include a lot of resident interaction to enhance resident satisfaction.

Key Accountabilities:

Customer service and Team

• Ensure full knowledge of apartment and communal area systems and operation in order to deliver customer/service in line with Quintain Living standards.
• Assist the Events team when needed, to set up and present customer social events & activities.
• Work closely with 3rd‑party suppliers / in‑house departments (concierge, leasing) supporting the Resident Manager to deal with resident requests in line with departmental deadlines, escalating more complex customer issues to the Resident Manager as necessary.
• Work closely with the Defects Resolution Team to ensure customer work orders are validated prior to reporting as defects during contractor warranty period, arranging contractor access as required.
• Deliver great customer service while adapting to customer/resident feedback to ensure we consistently strive to deliver on Quintain Living resident engagement targets.

Commercial

• Drive and promote ancillary revenue in line with Quintain Living Targets (i.e. storage pods, lounge hires, etc.).
• Network and regularly interact with customers to build customer relations and confidence in order to aid customer renewals and generate referrals.
• Continually work with your Resident Manager to implement cost and time efficiencies to deliver on your P&L targets.

Operational/Compliance

• Ensure cases received are acknowledged, actioned and closed out within agreed SLA.
• Support Resident Manager to collate data for weekly/monthly reports as required by the Operations Manager.
• Carry out daily inspections of development to ensure they are to Quintain Living standard and support the Development Manager with required health and safety compliance.
• Ensure that all move‑ins & move‑outs are coordinated with the relevant Quintain Living function and third parties.
• Enable all specialist contractor 3rd‑party company access to buildings as required in line with departmental procedures.
• Carry out daily and weekly checks keeping records to ensure apartments are lease‑ready.
• Attend and carry out all required apartment inspections to deliver the required Quintain Living expectations.
• Ensure post‑PC snagging items are kept to a minimum and are dealt with in a timely manner.
• Complete all Salesforce activity related to the customer/resident journey in line with the operational SOPs.
• Support the Resident Manager in the maintenance and admin of the development assets.

H&S

• Ensure all matters relating to H&S compliance are reported and addressed where required, including statutory checks as directed by the Resident Manager.

General Accountabilities:

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• Undertake additional relevant duties which fall under the general scopeLEASE and are directed by your Manager, raising any issues with capacity so they can be properly managed.
• Participate in the full year and half year Performance Development Review process as reviewer and reviewee, meeting the standards and timescales required by the Company.
• At all times ensure that your understanding and skill level regarding the Company’s IT systems are up to date, as applicable to your role. Undertake IT training as required to ensure full and proper use of the AFP technology.
• Demonstrate commitment to and align actions with the Company’s values: Creative, People‑First, Pioneering, Sustainable and Proud.
• Work within the Company’s policies and procedures, governance framework and standards, as detailed on the Company’s intranet.
• Remain knowledgeable about Group activities, benefiting from all forms of internal communicationDROP and acting as a positive ambassador for the Company at all times.
• Use materials and resources efficiently to minimize waste and always consider the impact of potential actions alongside our Sustainability policies and goals before taking business decisions.

Qualifications/Experience/Skills:

• ARLA / AIRಿ qualifications or similar – desirable but not essential.
• IT literate with CRM software and Excel experience.
• Excellent communication and people skills.
• Experience in customer‑facing roles essential, ideally from hotel, retail, student accommodation or residential sectors.

This role may involve an element of lone working or working alone which will be discussed between you and your line manager. Training will be provided, where required.

In principle, hours of work are 37.5 hours per week, working five days per week between Monday and Sunday. Daily working hours are 7.5 hours per day. The rota start time and finish time will vary between the office hours of kolor 8am and 8pm.

Please note that working hours may vary due to business demands and availability to assist in resolving problems with customers outside of normal working hours may be required, especially by telephone.