Senior Resident Experience Assistant - The Wiltern, Ealing

Savills Company; Greenford; On-site; GBP 30,000 - 40,000; Full time

Job summary

Savills is seeking a Senior Residents Experience Assistant to manage on-site resident services for a new build-to-rent development in Perivale, West London. You will oversee front-of-house operations, liaise with residents, visitors and the local community, and ensure first-class service.

Reporting to the General Manager, you will coordinate events, perform tenancy check-ins, respond to enquiries, and maintain amenity spaces, driving a welcoming, community-focused environment.

Qualifications

• Strong customer service ethic and experience in front-of-house roles.
• Excellent written and spoken etiquette.

Responsibilities

• Assist the General Manager with day-to-day resident services.
• Be the first point of contact for residents and visitors.
• Plan and run resident events and community initiatives.
• Quality control of amenity spaces and apartments.
• Organise and host monthly resident events and meet-and-greets.
• Respond to rental enquiries and conduct scheme tours/viewings.
• Log maintenance and coordinate contractor visits.
• Manage tenant communications and social channels.
• Support health and safety and upkeep across the development.

Skills

Customer service

Communication

Organization

Decision making

Interpersonal skills

Job description

Purpose of the Role

To provide on-site property management services to an exciting new build to rent development in Perivale, West London comprising of 279 units.

Responsible for the delivery of a first-class customer experience along with your wider team, who will be responsible for all front of house services including administration, compliance, events, liaising with all residents, visitors and the wider local community.

Building effective relationships with our residents will enhance the community spirit and everything that we deliver should be done so with our residents at the forefront of our minds, as the Senior Residents Experience Assistant it will be your responsibility to drive exceptional service at all times.

Key Responsibilities

• Assist the General Manager in management of the day to day resident services, to ensure processes are efficiently managed and provide first class customer service to residents.
• Be the first point of for all residents and visitors alongside the Resident Experience Assistants.
• Assist the General Manager with the planning and running of resident events and community building initiatives.
• Quality control of amenity spaces and apartments, ensuring they are well presented at all times.
• Organising and hosting monthly residents events and initiatives, to enhance the community feel of the scheme.
• Engaging with residents and facilitation of any resident-lead events as well as quarterly meet and greets.
• Management of amenity space hiring
• Responding to rental enquiries, scheduling and conducting scheme tours/viewings and agreeing offers
• Completing all applicant vetting in line with Savills procedures
• Ensuring marketing portals remain up to date at all times
• Organising and running tenant services via third parties and in-house
• Ensuring up to date resident communication via various channels including social media
• Seeking special offers and discounts for residents from local businesses
• Creating a community feel through communication, events and innovations
• To act as first point of call for residents to report maintenance issues
• Co-ordinating all contractor appointments, both third party and in-house, including defect warranty repairs, logging issues in order that required service levels are attained
• Organising minor works between tenancies to maintain first class presentation of apartments
• Completing check in and check out reports; determining deposit returns
• Carrying out mid-term inspections
• Arrears chasing and reporting
• Work alongside the Maintenance Operative to ensure H&S statutory requirements are met across the development

In addition to the tasks described above, the job holder may be required to carry out other duties as may reasonably be required from time to time.

Skills, Knowledge and Experience

• Strong customer service ethic / background
• Positive, can do attitude
• Common sense approach
• Ability to think on their feet and make considered decisions
• Outgoing, warm and friendly personality
• Organised, meticulous, tenacious
• Excellent written and spoken etiquette
• IT literate and Social media savvy
• Experience in undertaking viewings would be an advantage

Working Hours - Full Time – 40 per week, Monday to Friday 9.00am to 5.30pm

Salary - £35,000

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