Resident Experience Associate

Compassrock International; Dublin; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Discretionary bonus

Private health insurance

Pension scheme

Cycle to work

Job summary

CompassRock is seeking a motivated Resident Experience Associate to join Glass Bottle, a premier Build-to-Rent property in Sandymount Strand, Dublin 4. The role supports daily property operations, resident relations, leasing assistance and facilities coordination, reporting to the Assistant Property Manager.

Ideal candidates come from hospitality or customer service backgrounds, with strong communication skills and a proactive approach.

Qualifications

• Experience in customer engagement or hospitality environments.
• Strong written and verbal communication skills.
• Proactive and solutions-focused with a customer-first mindset.

Responsibilities

• Maintain resident relations and deliver high-quality customer service.
• Assist leasing team with inquiries, viewings and documentation.
• Support operations, facilities management and supplier coordination.

Skills

Customer engagement

Communication

Problem solving

Customer service

Computer literacy

Education

Bachelor’s degree, business admin

TPI/IRPM membership

Tools

Microsoft Office

Outlook

Job description

We are seeking a motivated Resident Experience Associate to join our team at Glass Bottle, a premier Build-to-Rent (BTR) property located in Sandymount Strand, Dublin 4. This is an ideal opportunity for someone looking to progress their career in the growing BTR industry, working for a company that is expanding its footprint in Ireland.

The successful candidate, reporting to the Assistant Property Manager, will be integral to daily property operations, focusing on resident relations, leasing support and property management activities. This highly visible role will involve regular interaction with residents, prospective tenants, visitors and third-party maintenance contractors helping ensure high standards in resident engagement and satisfaction.

We’re seeking candidates with strong experience in customer engagement. This job would ideally suit candidates from hospitality roles like: Reservations Agent, Customer Service Agent, Sales Advisor, Front of House, Front Office / Reception Manager.

CompassRock has a dedicated and comprehensive training and certification program, and this role will have the potential to progress into more managerial role over time. Some of the training programs include The Property Institute’s Build to Rent course and Managing Safely Qualifications.

Company Overview:

CompassRock provides asset and property management services to the rental housing sector. Originally founded in the U.S., the company has expanded to the UK and is rapidly growing its portfolio of Build-to-Rent (BTR) assets across England and Europe.

CompassRock is in an exciting growth phase, actively acquiring and developing new assets at a fast pace. With an entrepreneurial and innovative culture embedded in its DNA, the company values the dynamic, forward-thinking individuals it employs.

As CompassRock continues to expand, there will be abundant opportunities for career advancement and professional development.

Key Responsibilities:

Customer Service & Resident Relations:

• Policy and Standards Adherence: Uphold the company’s customer service standards to deliver high-quality service and resident satisfaction.
• Issue Resolution: Address resident complaints, escalating issues to the Property Manager when necessary.
• Resident Engagement Initiatives: Support the planning and execution of community-building activities that foster positive resident relations and engagement.
• Resident Support: Provide residents with appropriate information throughout the tenancy lifespan, including providing renewal information, ensuring legal requirements are met and answering any questions that might occur during the tenancy lifespan.
• Relationship Building: Cultivate strong relationships with residents, ensuring professional and prompt communication. Regularly engage with residents and prospective tenants to build strong rapport and trust.

Leasing Support: Assist the Leasing team with enquiries and viewings.

• Enquiries: Greet and assist prospective tenants and to qualify and register enquiries and to book viewing appointments at our properties.
• Viewings: Conduct informative and engaging viewings to prospective tenants being well-equipped to answer any questions regarding the property.
• Administrative Support: Working with the leasing team to help maintain accurate and organised records of leases, applications, and tenant correspondence.

Operational Activities:

• Property Support: Contribute to maintaining a safe and attractive property for residents. Facilities Management Support: Assist the Property Manager with managing projects, overseeing outsourced services for building maintenance, and ensuring timely, high-quality completion of tasks.
• ‘Stock’ Coordination: Collaborate with the property manager and procurement team to ensure adequate stock of goods and services for smooth property operations.
• Inspections: Conduct / support inventories, move-in and move-out inspections, documenting property conditions.
• Administrative Support: Assist the Property Manager with all other general administrative duties.

Targets and KPIs:

• Work diligently to meet specified targets and Key Performance Indicators (KPIs) set by the management team.

Personal Qualities:

• Attention to Detail: Demonstrated focus on quality and compliance in previous work or education (desired).
• Proactive and Initiative-Driven: Able to foresee potential issues and address them before they escalade (desired).
• Flexibility: Ability to adapt to changing circumstances, particularly in a fast-paced property environment (desired).
• Positive, 'can-do' Attitude: Critical in managing teams and delivering top service to residents (essential).

Skills:

• Communication Skills: Both written and verbal, for interacting with residents, staff, and external stakeholders (essential)
• Problem-Solving: Strong abilities in addressing resident disputes (essential).
• Customer Service: Demonstrated experience in delivering exceptional customer service (essential).
• Computer Literacy: While training on our property management systems will be provided, we require that the applicant be proficient with Microsoft Office and Outlook and have an aptitude for learning new software (essential).

Qualifications (desired):

• Bachelor’s degree in business administration, or a related field (desired)
• Professional certifications (desired) such as:
• The Property Institute (TPI) or IRPM Membership.

Remuneration / Bonuses /Benefits

• Bonus: Discretionary Bonus Scheme
• Benefits: Private health insurance; Pension Scheme; Cycle to Work Scheme; Company Sick Pay.
• 5-day working week (40 hours) including weekends (Saturday and Sunday).
• This role includes daytime shift work (between 07:00 – 23:00)

Location:

This is a client facing role and must be based on site at the rostered location (primarily at Glass Bottle, Sandymount Strand, Dublin, but may be required to work at other locations as required by the business).

We are an Equal Opportunities Employer, committed to creating an inclusive, diverse, and equitable workplace. We provide equal opportunities for everyone and offer reasonable adjustments to ensure all candidates have a fair chance during the recruitment process.

Company Overview

CompassRock provides asset and property management services to the rental housing sectors. Originally founded in the U.S., the company has expanded to the UK and is rapidly growing its portfolio of Build-to-Rent (BTR) assets across the UK and Ireland. Backed by private equity, CompassRock is in an exciting growth phase, actively acquiring and developing new assets at a fast pace. With an entrepreneurial and innovative culture embedded in its DNA, we value the dynamic, forward-thinking individuals it employs.