Resident Services Assistant

Urbanbubble Ltd; Glasgow; Sur place; GBP 21 000 - 27 000; Plein temps

Avantages offerts par ce poste

Birthday day off

Monthly wellbeing hour

Enhanced annual leave

Company pension scheme

Medical cover

Refer a friend scheme

Volunteer day

Cycle to work scheme

Study support

Long service awards

Employee assistance & counselling

Résumé du poste

urbanbubble is seeking a proactive Resident Services Assistant to support lettings, tenancy administration, and community operations. You will deliver exceptional customer service, coordinate viewings, arrange tenancies, and manage on‑site front-of-house tasks to ensure smooth tenancy lifecycles.

You will engage with residents and contractors, perform inspections, and contribute to events and community initiatives while upholding standards across the portfolio.

Qualifications

• Excellent Customer Service and dealing with difficult situations face to face.
• Proficient in the use of Microsoft office packages including Word, Excel and Outlook as well as other systems such as databases or booking systems (Training however will be provided).
• Proactive, positive and can do.
• Enthusiastic and passionate about customer service.
• Professional and credible.
• Resilient and able to multitask

Responsabilités

• Daily management of letting enquiries via internal management system via phone, email.
• Booking and conducting viewings onsite and virtually; closing deals and processing applications.
• Completing reference checks and liaising with Finance on move-in monies/deposits.
• Raising work orders and coordinating pre-tenancy tasks; preparing welcome packs and fobs.
• Arranging check-ins and managing transfers and admin.
• Regular inspections of apartments and reporting maintenance issues.
• Negotiating rental increases and ensuring repairs standards.
• Cover Front of House to assist tenants; handling sign-in and key systems.
• Chasing arrears and negotiating payment plans with Residents.
• Organising and supporting Residents’ events and calendar ideas.

Connaissances

Excellent Customer Service

MS Office (Word, Excel, Outlook)

Proactive and positive attitude

Enthusiastic about customer service

Professional and credible

Resilient and multitask

Formation

Scottish Credit and Qualifications Framework Level 6 or above

Outils

Microsoft Office Suite (Word, Excel, Outlook)

Description du poste

At urbanbubble, we believe cities should be vibrant, fun, and full of life. We’re all about creating welcoming communities where people feel truly at home. If you’re someone who loves making connections, providing top-tier service, and bringing positive energy to everything you do, we’d love for you to join us as a Resident Services Assistant!

Here’s what you’ll be doing:

The highly efficient Resident Services Assistant will play a key role in both resident services and property management, supporting the smooth operation of the community from initial enquiry through to resident departure. Responsibilities include administering tenancies, ensuring compliance across all resident files, coordinating maintenance and property-related matters, delivering exceptional customer service to residents and prospects, assisting with community events, and proactively managing resident queries throughout the tenancy lifecycle.

Leads Management

• Daily management of letting enquiries from internal management system via phone, email.
• Booking and conducting viewings onsite and virtually
• Closing deals to achieve lettings target and processing applications
• Managing the inbox and reply in a promptly manner Arranging Tenancies

Arranging Tenancies

• Completing comprehensive reference checks prior to offering a tenancy.
• Working with the Finance team to ensure that move in monies and deposits have cleared in advance of the tenancy start date.
• Issuing PRT Lease documentation, and other tenancy documentation in line with the Letting Agent Code of Conduct.
• Liaising with the Resident Services Manager and Facilities Management team to ensure that all work orders have been raised for pre-tenancy works and sparkle cleans and ensure they are completed prior to the move in date.
• Arranging check ins - Preparing welcome gift packs & fobs
• Managing internal transfers and all admin involved

Inspections

• Regular inspections of the apartments are required, creating a report and where there is a maintenance issue or something findings which need attention actioning this promptly.
• Discussing any concerns/ feedback with Resident if present On going lease management

On going lease management

• Negotiating rental increases in line with market rent, and lease conditions
• Ensure the assets always meet the repairing standard
• Ensure re lets are marketed in line with current market conditions

Front of House:

• Cover FOH intermittently to assist with tenants’ inquiries and ensure lunch breaks are covered consistently.
• Assist with contractors sign in/out and fob system/ key handling on both systems
• Complaints handling – first point of contact before escalating to Manager Arrears
• Chasing arrears for the first half of the month
• Negotiate payment plans approved by landlord with Residents
• Update arrears report with any amendments and updates
• Serving the appropriate notice in line with the PRT mandatory grounds.
• Arranging check out appointment with 3rd party Inventory clerk
• Move in Induction for new Residents Events
• Assist with the organisation and planning of Residents’ events
• Bring new ideas and implement them in the calendar

Qualifications Desirable

• Scottish Credit and Qualifications Framework Level 6 or above

Experience Required

• Excellent Customer Service and dealing with difficult situations face to face.
• Proficient in the use of Microsoft office packages including Word, Excel and Outlook as well as other systems such as databases or booking systems (Training however will be provided).
• Proactive, positive and can do.
• Enthusiastic and passionate about customer service.
• Professional and credible.
• Resilient and able to multitask

And here’s what we offer;

We're passionate about our people & making sure that you have everything you need for your health, wellbeing & personal growth.

After all, it's not just about what you do here - it's about being part of a company that truly cares & supports you!

Here's a little glimpse into our bubbles benefits;

• Birthday day off, monthly paid wellbeing hour & enhanced annual leave to make sure you get the rest you need
• Company pension scheme & medical Coverfor your long-term health & to help plan for the future
• Refer a friend scheme to earn that bit of extra money by bringing incredible talent on board
• Paid volunteering day & social events to give back to causes that truly matter & connect with your colleagues
• Enhanced sick pay & family leaveto take care of yourself & your loved ones
• Life events for those big milestones like your child's 1st day at school or when you get the keys to your new home - we believe that you deserve to celebrate special moments with your loved ones. Family always comes first at ub!
• Cycle to work scheme to help you get to work in a healthier, greener way
• Study support to help you grow & reach your goals
• Long service awards to celebrate every mile stone with us
• Employee assistance & counselling for those times when you need a little bit of extra support

& the best part? You'll be working with some truly incredible people who are passionate about what they do & are always ready to support you!

If you’re excited about making a real impact and being part of something special, we can’t wait to hear from you!