Resident Experience Associate

RGIT Australia; Croydon; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Private health insurance

Nest Pension Scheme

Cycle to Work Scheme

Company Sick Pay

Job summary

CompassRock is seeking a motivated Resident Experience Associate to join our Build-to-Rent property in East Croydon, Greater London. You will support daily property operations, engage with residents, prospective tenants and visitors, and help ensure high levels of satisfaction.

Reporting to the Assistant Property Manager, you will assist with property oversight, coordinate contractors, manage inquiries, and help drive operational growth while upholding our service standards.

Qualifications

• Bachelor’s degree in business administration or related field.
• Excellent written and spoken communication.
• Strong problem-solving and customer service skills.
• Proficiency with Microsoft Office and Outlook.
• Knowledge of local building regulations and property licensing (desirable).

Responsibilities

• Property oversight to maintain a safe, attractive environment.
• Assist with projects and manage outsourced services.
• Coordinate procurement and ensure stock for operations.
• Conduct move-in/move-out inspections and document conditions.
• Respond to resident inquiries and manage communications.
• Support leasing enquiries and viewings.
• Prepare management reports and maintain tenant records.

Skills

Communication skills

Problem-Solving

Customer Service

Computer Literacy

Knowledge of Property Law

Education

Bachelor's degree in business administration

Tools

Microsoft Office

Outlook

Job description

Full-time Permanent Associate

Working Hours:

4-day working week (48 hours) including weekend work (Saturday and Sunday) with 4 days off, working on a rota basis;

Description

Role Summary:

We are seeking a motivated Resident Experience Associate to join our team at one of our high‑end Build‑to‑Rent (BTR) properties in East Croydon, Greater London. The successful candidate will be integral to daily property operations, focusing on resident relations and property management activities. This highly visible role will involve regular interaction with residents, prospective tenants, and visitors, helping ensure the highest levels of resident satisfaction and engagement. Reporting to the Assistant Property Manager, the Resident Experience Associate will assist in managing the property, coordinating contractors, and supporting operational growth.

Company Overview:

CompassRock provides asset and property management services to the rental housing sector. Originally founded in the U.S., the company has expanded to the UK and is rapidly growing its portfolio of Build‑to‑Rent (BTR) assets across England and Europe. Backed by private equity, CompassRock is in an exciting growth phase, actively acquiring and developing new assets at a fast pace. With an entrepreneurial and innovative culture embedded in its DNA, the company values the dynamic, forward‑thinking individuals it employs. As CompassRock continues to expand, there will be abundant opportunities for career advancement and professional development.

Key Responsibilities:

Operational Activities:

• Property Oversight: Ensure the property is maintained as a safe and attractive environment for residents


• Project Management: Assist the Assistant Property Manager with managing projects, overseeing outsourced services for building maintenance, and ensuring timely, high-quality completion of tasks


• Procurement: Collaborate with the procurement team to ensure adequate stock of goods and services for smooth property operations


• Inspections: Conduct inventories, move‑in and move‑out inspections, documenting property conditions.

Customer Service & Resident Relations:

• Policy and Standards Adherence: Uphold the company’s customer service standards to deliver high‑quality service and resident satisfaction


• Issue Resolution: Address resident complaints, escalating issues to Assistant Property Manager when necessary


• Resident Engagement Initiatives: Support the planning and execution of community‑building activities that foster positive resident relations and engagement


• Resident Support: Provide residents with appropriate information throughout the tenancy lifespan, including providing renewal information, ensuring legal requirements are met and answering any questions that might occur during the tenancy lifespan


• Relationship Building: Cultivate strong relationships with residents, ensuring professional and prompt communication. Regularly engage with residents and prospective tenants to build strong rapport and trust.

Leasing Support:

• Leasing Support: Assist the Leasing team with enquiries and viewings


• Enquiries: To qualify and register enquiries and to book viewing appointments at our properties


• Viewings: Conduct informative and engaging viewings to prospective tenants being well‑equipped to answer any questions regarding the property.

Administrative Support:

• Administrative Tasks: Assist the Assistant Property Manager with general administrative duties


• Report Preparation: Help prepare property management reports and maintain accurate records of tenant correspondence.

Targets and KPIs:

• Work diligently to meet specified targets and Key Performance Indicators (KPIs) set by the management team.

Skills:

• Communication skills: Both written and verbal, for interacting with residents, staff, and external stakeholders (essential)


• Problem‑Solving: Strong abilities in addressing resident disputes (essential)


• Customer Service: Demonstrated experience in delivering exceptional customer service (essential)


• Computer Literacy: While training on our property management systems will be provided, we require that the applicant be proficient with Microsoft Office and Outlook and have an aptitude for learning new software (essential)


• Knowledge of Property Law: Familiarity with local building regulations and property licensing (desired).

Personal Qualities:

• Attention to detail: Demonstrated focus on quality and compliance in previous work or education (desired)


• Proactive and initiative‑driven: Able to foresee potential issues and address them before they accelerate (desired)


• Flexibility: Ability to adapt to changing circumstances, particularly in a fast‑paced property environment (desired)


• Positive, 'can‑do' attitude: Critical in managing teams and delivering top service to residents (essential).

Person Specifications:

• Qualifications: Bachelor’s degree in business administration, or a related field (desired)


• Professional certifications such as: a) ARLA membership; b)The Property Institute (TPI) or IRPM Membership (desired).


• Bonus: Discretionary Bonus Scheme


• Benefits: 25 days of annual leave + Bank Holiday; Private health insurance; Nest Pension Scheme; Cycle to Work Scheme; Company Sick Pay.

Location: This position is required to work on site.

We are an Equal Opportunities Employer, committed to creating an inclusive, diverse, and equitable workplace. We provide equal opportunities for everyone and offer reasonable adjustments to ensure all candidates have a fair chance during the recruitment process.

Company Overview

CompassRock provides asset and property management services to the rental housing sectors. Originally founded in the U.S., the company has expanded to the UK and is rapidly growing its portfolio of Build‑to‑Rent (BTR) assets across the UK and Ireland. Backed by private equity, CompassRock is in an exciting growth phase, actively acquiring and developing new assets at a fast pace. With an entrepreneurial and innovative culture embedded in its DNA, we value the dynamic, forward‑thinking individuals it employs.