Resident Services Associate

Downing; London; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading developer in student accommodation is seeking a Resident Services Associate in London. You will be the first point of contact for residents, ensuring excellent customer service. The role involves managing inquiries, supporting resident needs, and maintaining a positive living environment. Strong communication skills and a background in customer service or hospitality are essential. Attractive benefits include 25 days holiday and mental health support.

Benefits

25 days holiday

Bank holidays

Life assurance cover

Mental health support

Company pension contribution

Qualifications

• Previous experience in a customer-focused role.
• Experience in hospitality or retail preferred.
• Confident and professional demeanor.

Responsibilities

• Provide front office support to residents and visitors.
• Update booking and CRM systems.
• Respond quickly to customer inquiries.

Skills

Customer service

Verbal communication

Written communication

IT systems knowledge

Empathy

Tools

Microsoft Office

Social Media

Job description

We have an exciting opportunity available for a Resident Services Associate to join our fantastic team, responsible for our Student Accommodation Scheme with 209 exceptional studio apartments in North Acton, London.

This is a perfect opportunity for an out-going, talented individual to get stuck in, ensuring our tenants receive exceptional service.

The Resident Services Associate is generally the first point of contact, therefore has the responsibility of being an excellent brand ambassador for Downing. This exciting, fast-paced position will involve working as part of a small team and undertaking an extremely varied workload.

Downing are an award-winning leading developer, owner, and operator of bespoke, luxury student accommodation, residential and commercial property across the UK. We have been operating for over 35 years and currently have 14 operational student accommodation schemes in 10 major cities, with additional impressive projects currently under construction.

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.
• Ensure the building is managed and maintained in line with company policies and procedures to make sure the residents receive a high-quality service.
• Respond positively and quickly to customer enquiries and complaints and take appropriate action in line with company procedures.
• Create 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 interact with students professionally, showing empathy towards any issues you may find and understanding that this is their home.
• Engaged with the students to capture feedback and insight to improve services to their needs.
• To create monthly fun and diverse events for students to participate in and support the coordination of any open days.
• To maintain the sites review scores across all platforms above 4 star.
• Have regard for Student Welfare and if necessary, liaise with the appropriate welfare professionals.
• Comply with Health and Safety requirements.
• Manage the incoming post and deliveries and ensure it is distributed efficiently.

Qualifications / Experience

• 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

• Monday to Friday 8am to 5pm or 9am to 6pm on a rota’d shift basis.
• We require you to work 1 in 3 Saturdays 8am to 5pm on a rota’d shift basis, with hours given back in lieu the following week.
• During our summer turnaround period, we may require additional support to cover additional hours.

The benefits

• 25 days holiday
• Bank holidays
• Life assurance cover
• Mental health support
• Company pension contribution

Work for us

Our people are our success and there has never been a more exciting time to join Downing as it enters the most significant expansion for three decades.

Our team is united in a mutual respect and a desire to move the business forward. Here you’ll find all our latest job vacancies. If you’re excited by opportunity and want to be valued for your contribution, take a look at what we currently have available.