Scheme Host

JLL; Cambridge; On-site; GBP 32,000 - 42,000; Full time

Job summary

Mill Yard, Cambridge, is seeking a Scheme Host on-site to deliver hospitality-led resident services across a 70-home Build-to-Rent community. You will partner with the Associate Leasing Manager and facilities teams to ensure a premium living experience for residents, focusing on wellbeing and sustainability.

Ideal candidates have property management and customer service experience, strong interpersonal skills, and the ability to build genuine connections within the Mill Yard community.

Qualifications

• Previous experience in property management, customer service and community management.
• Excellent interpersonal and communication abilities and confident representation of Mill Yard.

Responsibilities

• Serve as the primary point of contact for resident enquiries and concerns.
• Organise and host resident events and engagement programmes to foster community.
• Coordinate move-in/move-out processes and explain building amenities to residents.
• Support leasing activities and provide property tours when needed.
• Maintain records of resident interactions and service issues using JLL systems.
• Ensure health, safety and compliance across Mill Yard facilities.
• Collaborate with leasing managers, facilities teams and asset managers to deliver seamless resident services.

Skills

Customer service

Community management

Hospitality

Communication

On-site presence

Tools

Property management software

Microsoft Office

Job description

Location: Mill Yard, Cambridge
Start Date: November 2026
Reporting to: Asset Manager - JLL
Mill Yard is a new mixed-use neighbourhood in central Cambridge, just 5 minutes walk from the station. Owned by Railpen and developed in partnership with Socius, it brings together modern workplaces, 70 professionally-managed Build-to-Rent homes, independent café & restaurant, a private gym, nursery, and generous green spaces centred around a 1.55-acre public park.
Designed around wellbeing and sustainability, the scheme features extensive planting, communal terraces, and a largely car-free layout. For more information, visit https://millyardcambridge.com/

What this job involves:

We are seeking an enthusiastic and professional Scheme Host to be the face of Mill Yard's 70-home Build-to-Rent community. This is a resident-focused, site-based role with clear accountability for delivering exceptional customer service, creating a vibrant community atmosphere, and ensuring residents enjoy a premium living experience.
You will work closely with the Associate Leasing Manager and facilities teams to deliver a hospitality-led service that reflects Mill Yard's commitment to wellbeing and sustainability. This role requires a strong on-site presence and demands a highly personable individual who can build genuine connections with residents and create a true sense of community.

What your day-to-day will look like:

Resident Relations and Community Management

• Serve as the primary point of contact for resident enquiries, requests, and concerns at Mill Yard, responding promptly and professionally.
• Foster a strong sense of community by organising and hosting resident events, social activities, and engagement programs.
• Leverage Mill Yard's unique amenities including the 1.55-acre public park, communal terraces, gym, and café & restaurant to enhance the living experience.
• Build positive relationships with residents to maximise satisfaction and retention rates.
• Create a welcoming, inclusive atmosphere that reflects Mill Yard's values of wellbeing, sustainability, and community connection.
• Capture resident feedback and communicate insights to the management team.

Property Operations

• Conduct regular inspections of Mill Yard's common areas, amenities, and facilities to ensure they meet JLL and Mill Yard brand standards.
• Coordinate maintenance requests and liaise with the facilities teams to ensure timely resolution of issues.
• Monitor building systems, communal terraces, green spaces, and amenities to maintain operational excellence.
• Ensure the largely car-free layout and sustainable design features are properly maintained and communicated to residents.
• Report any operational issues or safety concerns promptly to the appropriate teams.

Move-In and Move-Out Coordination

• Welcome new residents to Mill Yard, conduct comprehensive orientations, and ensure smooth move-in processes.
• Explain building amenities including gym, communal spaces, park access, and local neighbourhood features.
• Communicate Mill Yard's sustainability initiatives and community guidelines clearly and enthusiastically.
• Coordinate move-out inspections and ensure proper handover procedures are followed in accordance with JLL and Mill Yard standards.
• Ensure residents understand their tenancy obligations and how to access support services.

Marketing and Leasing

• Support the Associate Leasing Manager during lease-up by conducting property viewings when required.
• Effectively communicate Mill Yard's unique proposition to prospective residents, highlighting central Cambridge location, mixed-use nature, sustainability credentials, and wellbeing-focused design.
• Assist with enquiry handling and showcase Mill Yard's show homes and communal areas to prospective residents.
• Demonstrate the premium BTR living experience and answer questions about the Mill Yard lifestyle.
• Identify opportunities to promote Mill Yard through resident referrals and positive word-of-mouth.

Administrative Duties

• Maintain accurate records of resident interactions, requests, and service issues using JLL property management systems.
• Process service requests efficiently and track resolution through to completion.
• Support leasing activities and provide property tours when needed.
• Assist with rent collection follow-up and lease administration as required.
• Produce regular reports on resident satisfaction, occupancy and community engagement activities.

Health, Safety, and Compliance

• Ensure compliance with health and safety regulations across Mill Yard's residential areas and communal facilities.
• Respond to emergency situations following established JLL protocols.
• Maintain awareness of building security and report any concerns promptly.
• Conduct regular safety checks and maintain emergency procedure documentation.

Stakeholder Management & Collaboration

• Work closely with the Associate Leasing Manager, facilities teams, and Asset manager to deliver seamless resident services and high occupancy.
• Build relationships with Mill Yard's office occupiers, café & restaurant operators, nursery, and other mixed-use tenants to create an integrated community experience.
• Liaise with Railpen and other stakeholders as required to support Mill Yard's operational objectives.
• Attend team meetings and contribute ideas for enhancing the resident experience.

Market Knowledge & Brand Promotion

• Knowledge of the Cambridge area, local amenities, transport links, and community resources to assist residents.
• Understand and promote the Mill Yard brand and BTR product offering.
• Ensure delivery of a hospitality-led service that reflects the quality, sustainability credentials, and wellbeing focus of the development.
• Understand how Built to Rent differs from traditional rental sector operations and champion the Mill Yard approach.

Key Performance Measures

• Resident satisfaction ratings
• Occupancy levels
• Income vs expenditure
• Community event attendance and engagement levels
• Retention rates and lease renewal success
• Void periods and costs

Candidate Requirements

• Previous experience in property management, customer service and community management.
• Build-to-Rent or residential property experience
• Knowledge of the Cambridge market and local area
• Excellent interpersonal and communication abilities with confidence to represent Mill Yard professionally
• Strong organisational and multitasking capabilities
• Problem-solving orientation with ability to handle resident concerns diplomatically
• Proficiency with property management software and Microsoft Office applications
• Approachable and professional demeanour with genuine passion for creating positive resident experiences
• Proactive and resourceful approach to challenges
• Ability to work independently and as part of a collaborative team
• Alignment with Mill Yard's values of wellbeing, sustainability, and community building

Working Conditions

This role requires on-site presence at Mill Yard during business hours with flexibility for evening or weekend events and community activities. May require occasional out-of-hours availability for emergencies or special resident programmes.