Resident Services Associate

Downing; Manchester; On-site; GBP 24,000 - 28,000; Full time

Job summary

Downing in Manchester is seeking a Resident Services Associate for our flagship Square Gardens development. You will be the first point of contact for residents and visitors, representing the brand while delivering a high-quality service in a fast-paced environment.

You will handle enquiries, coordinate renewals and viewings, manage tenancy administration, and support wellbeing and safety. Strong English communication, team spirit and organisation are essential as you help create a welcoming

Qualifications

• Experience in residential property is advantageous.
• Excellent verbal and written English communication.
• Able to meet targets and deadlines.
• Professional presentation and confident in approach.

Responsibilities

• Provide front-of-office support to residents and visitors.
• Respond to enquiries and complaints promptly per procedures.
• Maintain building standards and safety compliance.
• Manage renewals, viewings, and tenancy administration.
• Chase rent arrears and assist with tenancy end inspections.
• Use the in-house booking and CRM system and capture resident feedback.

Skills

Customer service

Communication

Team player

Problem solving

Organised

English proficiency

Tools

Property management software

Booking system

Job description

We have an exciting opportunity available for a Resident Services Associate to join our fantastic team at our flagship development – Square Gardens in Manchester City Centre.

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, co-living, residential and commercial property across the UK. We have been operating for over 35 years and currently have 14 operational schemes in 10 major cities, with a further £1.6bn of upcoming developments in our pipeline.

Key Responsibilities:

• Working as part of a team providing front of office support to residents and visitors to the building, always maintaining excellent resident service. (Face to face, Email, LiveChat, 3rd party agents).
• Respond positively and quickly to resident enquiries and complaints and take appropriate action in line with company procedures.
• Ensure the building is maintained in line with company policies and procedures to make sure the residents receive a high-quality service.
• Comply and participate with the schemes’ Health and Safety requirements.
• Provide a friendly and safe environment for residents to feel comfortable speaking with the team about concerns they might have about their apartment or wellbeing.
• Always interact with residents professionally, showing empathy towards any issues you may find and understanding that this is their home.
• Promote and conduct renewals and carry out leasing activities such as viewings and subsequent follow ups.
• Complete administrative tasks in line with company policies and procedures, such as maintenance requests, tenancy administration and system updates.
• Support in the creation of a positive, memorable experience for residents.
• Updating the company in-house booking and resident relationship management system.
• Engage with the residents to capture feedback and insight to improve services to their needs.
• Participate in diverse events for residents to join in in.
• Support the coordination of any ‘open house’ days.
• Assist with periodic and tenancy end inspections.
• Chase outstanding rent arrears.
• Develop and maintain local knowledge and information relevant to residents.
• Maintain site review scores across all platforms ensuring they remain above 4 star.
• Support resident wellbeing and, where appropriate, liaise with relevant welfare professionals.
• Manage the incoming post and deliveries and ensure it is distributed efficiently.

Key Requirements:

• Previous experience in a residential property would be an advantage.
• Ability to influence, adapt and be motivated in exceeding resident expectations and sales targets.
• Experienced in working to targets, understanding the importance of achieving deadlines and ensuring quality output.
• Professional presentation, confident and outgoing in nature.
• A strong team player supporting all colleagues when required. Confident in their approach to be able to put forward suggestions and ideas.
• Able to use initiative to enhance the reputation of the brand and contribute to increased profitability.
• Well organised, ability to problem solve, prioritise and work under pressure.
• Attention to detail in personal presentation.
• Excellent verbal and written communication skills.
• Fluent in written and verbal English, culturally aware and able to adapt communication style.
• Local understanding and knowledge of the city, it’s people, culture and social scene would be an advantage but is not essential.

Hours of Work:

• Monday to Friday, 8am – 5pm or 10am – 7pm on a rota basis.
• 1 Saturday in 5 on a rota basis with a lieu day off the following week.
• There will also be a requirement to work overtime on weekends during the busy student turnaround period and check in weekends.