Resident Service Associate

Berkeley Group Plc; Staines-upon-Thames; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Private Medical Insurance

Discount platform access

Berkeley Foundation volunteer day

Private pension plan

Group life assurance

Job summary

Berkeley Living is seeking a proactive Concierge to greet residents and visitors, manage enquiries, and support the leasing team with viewings as needed. You will create a five-star resident experience, organise events, and ensure a seamless handover from application to move-in.

The role involves maintaining the concierge area, overseeing deliveries, and contributing to a welcoming, well-presented environment across Berkeley Living communities.

Qualifications

• Experience delivering high-quality customer service in a frontline role.
• Strong communication skills across diverse residents and visitors.
• Able to stay organised in a busy concierge environment.
• Team-oriented with a proactive and accountable mindset.

Responsibilities

• Be the welcoming face of the concierge area and greet residents and visitors.
• Support leasing team with apartment viewings when needed.
• Deliver a seamless, high-touch resident journey and respond to inquiries promptly.
• Oversee events, offers and initiatives to build a vibrant community.
• Prepare welcome gifts and manage move-in/move-out inventories.

Skills

Customer service

Communication

Organisation

Teamwork

Job 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

• 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.