Senior Resident Experience Assistant

Dove & Hawk, incorporated; London Borough of Ealing; On-site; GBP 32,000 - 39,000; Full time

Job summary

Dove & Hawk, incorporated seeks a Senior Resident Experience Assistant for a Build-to-Rent development in Perivale, West London. You will deliver first-class on-site customer service, support the General Manager, and help create a thriving residential community.

The role requires hands-on involvement in resident experiences, events, tenancy administration and effective communications with residents and stakeholders. 40 hours/week, £35,000 per annum.

Qualifications

• Strong customer service ethic with passion for resident experience.
• Experience in property, residential lettings or hospitality preferred.
• Good IT skills and social media confidence.

Responsibilities

• Manage daily resident services and ensure high-quality customer care.
• Coordinate resident events and community initiatives.
• Oversee front-of-house, security, and amenity spaces.
• Conduct property tours, respond to inquiries, and arrange viewings.
• Maintain listings, vet applicants, and support tenancy processes.
• Engage residents and manage communications across channels.

Skills

Customer service

Property/lettings hospitality

Organisation

Communication

IT skills

Teamwork

Property viewings

Job description

Senior Resident Experience Assistant – Perivale, West London – £35,000 per annum

My client, a globally established and leading real estate agency, is currently seeking a Senior Resident Experience Assistant to join their exciting new-build Build-to-Rent development in Perivale, West London, comprising 279 apartments.

You will be responsible for providing on-site property management services and delivering a first-class customer experience. Working closely with the General Manager and wider team, you will oversee front-of-house services, administration, compliance, resident events and community engagement, ensuring residents remain at the heart of everything you do.

The successful candidate will have a strong customer service background, ideally within the property or hospitality industry, alongside excellent organisational and communication skills. You will be an outgoing, approachable and proactive individual with the ability to take initiative, think on your feet and help create a thriving residential community.

Responsibilities

• Assist the General Manager with the day-to-day management of resident services, ensuring processes are efficiently managed and exceptional customer service is consistently delivered.
• Act as a first point of contact for all residents and visitors, working alongside the Resident Experience Assistants.
• Assist with the planning and delivery of resident events and community-building initiatives.
• Carry out quality control checks of amenity spaces and apartments, ensuring they are maintained and presented to a high standard.
• Organise and host monthly resident events, initiatives and quarterly meet-and-greets to enhance the community feel of the development.
• Engage with residents and facilitate resident-led events.
• Manage amenity space bookings and hiring.
• Respond to rental enquiries, arrange and conduct property tours and viewings, and agree offers.
• Complete applicant vetting Senior Resident Experience Assistant
• Ensure marketing portals and property listings remain accurate and up to date.
• Organise and coordinate tenant services delivered by third-party providers and in-house teams.
• Maintain effective resident communications across various channels, including social media.
• Source exclusive offers and discounts for residents through local businesses.
• Develop a strong community atmosphere through effective communication, events and innovative initiatives.
• Act as the first point of contact for residents reporting maintenance issues.
• Coordinate contractor appointments, including third-party contractors, in-house teams and defect warranty repairs, ensuring issues are logged and service levels are met.
• Organise minor works between tenancies to maintain the high-quality presentation of apartments.
• Complete check-in and check-out reports and determine deposit returns.
• Carry out mid-term property inspections.
• Manage arrears chasing and reporting.
• Work closely with the Maintenance Operative to ensure all statutory health and safety requirements are met across the development.

Skills and Experience Required

• Strong customer service ethic, ideally with experience in property, residential lettings or hospitality.
• A positive, proactive and can-do attitude.
• A practical, common-sense approach with the ability to make considered decisions.
• An outgoing, warm and friendly personality, with a passion for resident engagement and community building.
• Excellent organisational skills, attention to detail and a tenacious approach.
• Strong written and verbal communication skills, with excellent professional etiquette.
• Good IT skills and confidence using social media.
• The ability to work effectively as part of a team and support the General Manager.
• Experience conducting property viewings would be advantageous.

Working Hours: Full-time, 40 hours per week, Monday to Friday, 9:00am to 5:30pm
Salary: £35,000 per annum