Resident Services Associate

Downing; Exeter; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Life Assurance cover

Employee Assistance Scheme

Paid overtime

Job summary

A luxury student accommodation provider in Exeter is looking for an enthusiastic Resident Services Associate. You will provide front office support, maintain high customer service, and coordinate events for students. The ideal candidate will have experience in customer-focused roles and excellent communication skills. This full-time position requires 40 hours of work per week, with flexibility for weekends and overtime during busy periods.

Qualifications

• Previous experience within a highly customer-focused role.
• Experience within accommodation, hotels/hospitality or retail would be preferred.
• Smartly presented.

Responsibilities

• Providing front of office support to residents and visitors.
• Updating the company in‑house booking and customer relationship management system.
• Creating monthly fun and diverse events for students.

Skills

Outstanding customer service skills

Strong verbal and written communication

Ability to think on your feet

Confident, polite, and professional persona

Good working knowledge of IT systems

Tools

Microsoft Office

Social Media platforms

Job description

We are looking for an enthusiastic, self-motivated Resident Services Associate to join our front of house team in our 203‑bed luxury student accommodation in the City Centre of Exeter.

Key Responsibilities

• Providing front of office support to residents and visitors to the building, maintaining excellent customer service at all times.
• Updating the company in‑house booking and customer relationship management system.
• Supporting customer show rounds to ensure maximum occupancy of the residence.
• Ensuring the building is managed and maintained in line with company policies and procedures to make sure the residents receive a high‑quality service.
• Responding positively and quickly to customer enquiries and complaints and taking appropriate action in line with company procedures.
• Creating a friendly and safe environment for students to feel comfortable speaking with the team about concerns they might have about their accommodation or wellbeing.
• Always interacting with students professionally, showing empathy towards any issues they may find and understanding that this is their home.
• Engaging with the students to capture feedback and insight to improve services to their needs.
• Creating monthly fun and diverse events for students to participate in and supporting the coordination of any open days.
• Maintaining the sites review scores across all platforms above 4 stars.
• Having regard for Student Welfare and, if necessary, liaising with the appropriate welfare professionals.
• Complying with Health and Safety requirements.
• Managing the incoming post and deliveries and ensuring it is distributed efficiently.

Key Requirements

• Previous experience within a highly customer‑focused role.
• Experience within accommodation, hotels/hospitality or retail would be preferred.
• Outstanding customer service skills with strong verbal and written communication.
• The ability to think on your feet.
• A confident, polite and professional persona.
• Good working knowledge of IT systems including Microsoft Office and Social Media platforms.
• Smartly presented.

Hours of Work

• 40 hours per week Monday to Friday, 8am – 5pm or 9am – 6pm.
• 1 in 3 Saturdays on a rota basis with a day in lieu the following week.
• There will also be a requirement to work overtime on weekends during the busy student turnaround period and checking in weekends.
• Paid overtime.
• Life Assurance cover.
• Employee Assistance Scheme.

Seniority level

Not Applicable

Employment type

Full‑time

Job function

Customer Service and Administrative