Resident Support Associate

Occu; Dublin; On-site; EUR 26,000 - 36,000; Full time

Job summary

Occu is Ireland’s leading independent PRS Asset Manager seeking a Resident Support Associate to be the first point of contact for residents by phone and email. You will assist in coordinating communications, triaging enquiries and supporting routine property and portfolio administration.

The role offers exposure to residential operations and opportunities to progress within the Property Management team as you build knowledge, judgement and practical skills in a governed, asset-backed environment.

Qualifications

• Entry-level role; attitude, potential and willingness to learn are valued.
• Customer service, hospitality, retail, or admin experience is acceptable.
• Organised, proactive and customer-focused with strong communication.

Responsibilities

• Act as first point of contact for resident phone calls and emails.
• Provide friendly, professional, solutions-focused service.
• Acknowledge enquiries and provide updates as appropriate.
• Direct enquiries to the relevant Property Manager.
• Monitor shared inboxes and review incoming tickets for urgency.
• Support routine administrative processes within the Property Management team.
• Assist with move-in/move-out and onboarding administration.

Skills

Customer service

Hospitality

Retail

Resident experience

Administration

Property administration

Lettings support

Service-focused environment

Tools

Microsoft Office

Job description

Our superstars are at the heart of everything we do, and we’re driven to being a part of their lives. When we talk about the Occu Experience, we are talking about a culture built on purpose, integrity and high standards.

Established in 2019, Occu is Ireland’s leading independent PRS Asset Manager, with over 4,200 residential units under management across 27 locations, and further developments underway. We partner with global institutional investors and operate in a highly governed, asset-backed environment where financial discipline and transparency are critical.

Occu is an Equal Employment Opportunity employer. Our workplaces are inclusive environments where people feel safe, respected and supported.

Resident Support Role Overview

The Resident Support Associate is an entry-level role designed to support a responsive, professional resident experience while providing practical exposure to the day-to-day work of our Property Management team.

You’ll act as a first point of contact across our residential portfolio, responding to residents by phone and email, coordinating communications, triaging enquiries and supporting routine property and portfolio administration.

This is a fantastic opportunity for someone with strong customer service skills who wants to begin a career in property management. You’ll work closely with experienced Property Managers, build an understanding of residential operations and develop the knowledge, judgement and practical skills required to progress within the team.

Our goal is simple: when residents contact Occu, they get an answer and feel supported.

Key Duties & Responsibilities

(This list is not exhaustive and may evolve in line with business needs.)

What You'll Be Doing

Resident Communication & Support:

• Act as the first point of contact for resident phone calls and emails.
• Provide a friendly, professional and solutions-focused service.
• Acknowledge resident enquiries and provide updates where appropriate.
• Take detailed messages and direct enquiries to the relevant Property Manager.
• Help ensure residents feel heard, informed and supported throughout their experience with Occu.
• Monitor shared inboxes across the property portfolio.
• Review incoming tickets and assign appropriate urgency levels.
• Escalate urgent issues quickly to the relevant Property Manager.
• Track outstanding enquiries and help ensure they receive a response.
• Support service standards and response times across the portfolio.
• Provide residents with relevant information, documentation and guidance to support common enquiries and ensure a positive customer experience.
• Maintain accurate records and notes across internal systems.
• Support routine administrative processes within the Property Management team.
• Assist with preparing resident communications and correspondence as required.
• Support move-in, move-out and resident onboarding administration, where required.
• Help coordinate access arrangements, appointments and follow-up actions with residents and internal teams.
• Assist Property Managers with tracking routine portfolio actions and preparing updates or reports.
• Work closely with Property Managers and operational teams.
• Identify issues requiring escalation or follow-up.
• Support smooth communication between residents and internal teams.
• Help drive a consistently positive resident experience across the portfolio.
• Develop an understanding of residential operations, property management processes and Occu's service standards through training and practical experience.
• Work within agreed processes and escalates complaints, emergencies, tenancy matters or decisions requiring Property Manager approval.

What We Are Looking For

We are more interested in your attitude, potential and commitment to learning than in previous property experience. This entry-level role would suit someone who is organised, proactive, customer-focused and interested in building a long-term career in property management.

Your experience may come from customer service, hospitality, retail, resident experience, administration, property administration, lettings support or another service-focused environment. You’ll bring:

Experience, Skills & Attributes

• A strong customer-service mindset and genuine interest in helping people; previous property experience is welcome but not essential.
• Strong organisational skills, attention to detail and the ability to manage competing priorities.
• Sound judgement and confidence recognising when an issue needs to be escalated.
• Confidence using Microsoft Office and learning new systems.
• Strong written and verbal communication skills.
• An interest in building a long-term career in property management.

Please Don't Rule Yourself Out

If you are passionate about customer service, enjoy helping people and want to build a career in property management, we would love to hear from you. You do not need to meet every point listed. Whether you are coming from customer service, hospitality, administration, resident experience or another service-focused environment, we would much rather hear about your strengths, potential and interest in the opportunity.