Resident Service Associate

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

Resident Service Associate

Department: Build to Rent

Employment Type: Permanent

Location: Staines Upon Thames, Surrey

Description

Berkeley Living is a dedicated rental offering from the Berkeley Group, combining five decades of expertise in creating high-quality homes and communities with a forward-looking approach to modern living. Established to redefine the rental experience, Berkeley Living delivers homes of exceptional design and craftsmanship, supported by an unwavering commitment to service, care, and attention to detail.

Our developments are located within established, well-connected Berkeley communities, ensuring residents enjoy not only beautifully designed apartments but also thoughtfully curated public spaces, amenities, and excellent transport links. Every element has been considered to provide a seamless, stress-free experience, where flexibility meets the reassurance of a trusted and responsible landlord.

At the core of Berkeley Living is a belief that renting should be as effortless as it is rewarding. We remove complexity, anticipate needs, and foster welcoming environments where individuals can feel truly at home. In doing so, we set a new benchmark for renting – one that prioritises quality, integrity, and excellence at every stage.

What you'll be doing

The Stonemere by Berkeley Living sits in Berkeley's Eden Grove development.

• Be the welcoming face of the concierge area, greeting residents and visitors, handling walk in enquiries and ensuring every interaction is offering a best-in-class experience.
• At times, supporting the leasing team with viewing appointments of apartments as per the “Berkeley Living” way.
• Deliver a seamless, high-touch customer journey - ensuring every applicant and resident feels valued, supported, and at ease throughout.
• Support retention goals by creating a positive, memorable resident experience, including overseeing events, offers, and initiatives that build a vibrant community.
• Preparing welcome gifts for move ins and carrying out check in and out inventory reports.
• Organise and deliver engaging resident experience events to foster a strong community.
• Take ownership of the main concierge area, ensuring is it well manned and managed, as well as clean and tidy always.
• Overseeing all deliveries and ensuring they are received and stored safely.
• Carry out any specific tasks requested by the General Manager, ensuring the smooth running of the scheme with the rest of the team.
• Ensuring communal areas and available apartments are clean and well presented, in preparation for tours and move ins
• Assist in the unit turn process as per agreed SLAs and managing the overall check-in and check-out process
• Immersion in the local community to gain local knowledge and information relevant to our residents.
• Ensure regular resident communication through the relevant channels.
• Engaging with residents to capture feedback and insight that can be fed back to the team to improve services regularly.
• Ensure security and emergency procedures are always adhered to and report any concerns to the General Manager.
• Ensuring all customer enquiries within the property management system (CRM queue) are responded to promptly and efficiently, with warming energy and kind persistence.
• Working collaboratively with the leasing team to ensure a seamless handover from point of application through to arranging a move in appointment.

What you'll bring

• You’ll thrive in this role if you love the satisfaction of delivering a five-star resident experience.
• Relentlessly customer-focused - you know that every interaction is an opportunity to build trust and loyalty.
• A natural communicator, confident and adaptable across all types of people and situations.
• Organised and proactive, thriving in a busy environment with multiple priorities.
• Team-oriented, but equally comfortable taking ownership and accountability.

WORKING HOURS: Tuesday to Saturday 9-6, with a 1-hour paid break. Enjoy a regular pattern that provides four consecutive days off every cycle, supporting a healthy work-life balance.

Why join us?

• 25 days annual leave, increasing with service to 33 days.
• Health and wellbeing benefits including Private Medical Insurance.
• Lifestyle benefits including access to an online discount platform.
• Berkeley Foundation volunteer day.
• Private pension plan.
• Group life assurance.

Internal applicants:If you’re an internal applicant, please ensure you’ve informed your line manager of your intention to apply for this position.