Resident Experience Associate

CompassRock International; Greater London; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

25 days annual leave + Bank Holiday

Private health insurance

Nest Pension Scheme

Cycle to Work Scheme

Company Sick Pay

Job summary

CompassRock International is seeking a Resident Experience Associate for a high-end Build-to-Rent property in East Croydon, Greater London. You will engage with residents, prospective tenants, and visitors, supporting operations and property management under the Assistant Property Manager.

The role emphasizes customer service, contractor coordination, and growth of the asset. On-site work at a premier BTR property includes a 4-day week and comprehensive benefits.

Qualifications

• Bachelor’s degree in business administration or related field.
• Excellent communication and customer service skills.
• Experience in property management or customer-facing roles preferred.

Responsibilities

• Oversee daily property operations and coordinate contractors.
• Maintain resident relations and handle inquiries with professionalism.
• Assist Leasing team with inquiries and viewings.
• Prepare reports and maintain tenant correspondence records.
• Meet KPIs and performance targets set by management.
• Ensure compliance with company policies and local regulations.

Skills

Communication

Problem Solving

Customer Service

Microsoft Office

Property Law

Education

Bachelor’s degree in business administration

ARLA membership

IRPM/TPI membership

Job description

Role Summary

We are seeking a motivated Resident Experience Associate to join our team at our high-end Build-to-Rent (BTR) property 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.

Role Summary

We are seeking a motivated Resident Experience Associate to join our team at our high-end Build-to-Rent (BTR) property 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 *escalate* (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).

Remuneration / Bonuses / Benefits

• Base salary: £31,724.16
• 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.

Working Hours

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

Location

This position is required to work on site.

Equal Opportunities Statement

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.