Resident Services Coordinator

Pacifica Housing; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Resident Services Coordinator to enhance the living experience of residents. This role involves managing property operations, ensuring high occupancy rates, and maintaining effective communication with tenants. The organization is committed to social justice and provides a supportive work environment that values diversity and personal growth. With a focus on community needs, the position offers a competitive salary and a comprehensive benefits package, making it an excellent opportunity for those passionate about making a difference in housing services.

Benefits

Competitive Salary

Excellent Benefits Package

Employee Assistance Program

Career Development Opportunities

Dog Friendly Offices

Vacation Accrual Rate

Qualifications

• 2+ years of experience in property management or related fields.
• Strong organizational and time management skills are essential.

Responsibilities

• Support housing operations and management with a resident-focused approach.
• Manage tenancy communications and ensure timely responses to residents.

Skills

Organizational Skills

Conflict Resolution

Knowledge of Residential Tenancy Act

Team Collaboration

MS Office Proficiency

Education

Secondary School Graduation

Office Administration Certificate

Tools

Yardi Property Management Software

MS Office

Job description

Position Title: Resident Services Coordinator (RSC)

Posting Number: 25-035

Reports to: Associate Director of Housing

Union: BCGEU

Compensation: $27.39-$29.69/hour

Schedule: 8:30am-4:30pm, Monday-Friday (75 hours bi-weekly)

Status: Full Time, Temporary - Until November 16, 2025 with possibility of extension.

Posting Closing Date: May 20, 2025 at 4pm

Organizational Focus:

Pacifica Housing has been providing safe and affordable homes for almost 35 years. We are a rapidly growing organization dedicated to meeting the housing and support needs of our community. As such, we are committed to building our fast-growing team with a culture that supports our people and reinforces our core values of authenticity, leadership, respect, and social justice.

Pacifica is proud to be a Certified Living Wage Employer by The Living Wage for Families Campaign.

Key Responsibilities:

The Resident Services Coordinator supports the Associate Director of Housing in meeting effective operation and prudent management of our residential properties with a resident-focused approach.

1. Contributes to ensuring a high occupancy rate by:

• Arranging viewings with potential residents and following up with prospective renters;
• Completing the move-in process with new residents;
• Taking early preventative action when a resident is struggling or failing to meet their tenancy responsibilities;
• Collaborating with other departments to support housing security and stabilization efforts to minimize evictions; and
• Completing the move-out process, updating the required data-bases and collaborating with maintenance and supportive housing staff as required to ensure an expedited suite turnover process takes place.

2. Tenancy Management and Resident Communication:

• Timely response to resident communication including complaints and inquiries;
• Records and maintains resident unit files in Yardi (property management software), and hardcopy including all tenancy related records;
• Prepares and delivers resident correspondence including but not limited to warning letters and notices to end tenancy;
• Works with residents to create and track payment plans as required and that chargeback procedures are followed;
• Ensures appropriate and effective communication takes place with residents, provide responses where required, including as a direct liaison with residents and external stakeholders as required;
• Works with the Finance Department to ensure timely collection of rent and tracking of accounts receivable; and
• Prepares evidence and documentation to be submitted for and participates in hearings at the Residential Tenancy Branch (RTB) and represents the Society in RTB proceedings.

3. Performs a variety of administrative functions including:

• Undertaking move-ins/move-outs and unit showings;
• Processing rent/subsidy changes as per BC Housing guidelines;
• Implementing rent increases in accordance to RTB requirements;
• Ensuring tenancy agreements are up to date and adequately protect Pacifica Housing;
• Providing monthly reports to the Manager of Resident Services on internal housing statistics;
• Follow up on reports from property inspections and maintenance visits that indicate any action needs to be taken by the resident in order to comply with their tenancy agreement;
• Cross-training with coordinator positions in other departments; and
• Perform other related duties as required including providing vacation and other coverage to Pacifica Coordinators as required.

Please note that a combination of experience and education may be considered.

Education:

• Secondary school graduation
• Certificate or diploma in Office Administration

Experience:

• A minimum of 2 years related property management experience.

Knowledge, Skills and Abilities:

• Strong organizational and time management skills
• Demonstrated conflict resolution skills
• Knowledge of the Residential Tenancy Act
• Ability to operate as part of an interdisciplinary team
• Proficient in MS Office programs including Word, Outlook and Excel
• Knowledge of Yardi Property Management software an asset

Additional Criteria for Role:

• Must have valid driver’s license and access to a reliable vehicle with a minimum of $2 million liability ‘business class’ insurance.
• Current basic First Aid Certificate.

As Pacifica Housing works with vulnerable populations, We require all staff to successfully clear a Vulnerable Sectors Criminal Record Check run by the Ministry of Justice. Any offer of employment is contingent on the applicant providing proof of criminal record check prior to commencing employment.

Please note: While this position is posted externally concurrently, members within the collective bargaining unit will receive first consideration in the appointment.

• A mission driven and meaningful working environment.
• Competitive salary from a Certified Living Wage Employer.
• Minimum six (6) percent vacation accrual rate for all permanent staff
• Excellent benefits package for full-time employees (includes extended health and dental, life insurance, and more).
• Competitive BCGEU Pension Plan.
• Employee assistance program.
• Wellness time.
• Career development and internal advancement opportunities.
• Organization and individual training opportunities.
• Dog friendly offices.

Pacifica Housing advises all employees, contractors and volunteers of the risk of violence, injury and harm that is present in the execution of their duties. Pacifica Housing is committed to providing a safe and risk-free work place, however, we acknowledge the inherent risk in social housing and direct support work while in homes and in other support relationships.

Pacifica celebrates diversity and what makes you uniquely you. We welcome the unique contributions that you can bring in terms of your culture, ethnicity, race, sexual orientation, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, and diversability.