London
Full job description
Overall Purpose
Our story begins in 2013: Get Living started by creating its own industry, Build to Rent. We create brilliant, big-city neighbourhoods, each unique and compelling in their own right. Our vibrant communities connect people and create lasting social, environmental and commercial value.
Resident Hosts sit at the centre of the neighbourhood community and engages daily with residents, connecting people and creating a unique and memorable experience for residents. This role is responsible for delivering resident satisfaction by providing efficient and welcoming assistance with all requests, ensuring a smooth and seamless operation combined with a high customer service levels.
This is a part-time role at 28 hours per week across three days. You must be available to work during weekends between the hours of 8am – 9pm on a shift basis.
Key Relationships
Internal: Neighbourhood, leasing and customer hub teams, estate management team (security), all internal departments, other GL neighbourhoods.
External: Residents, third party contractors and suppliers, all relevant service providers, all relevant retailers.
Key Responsibilities & Accountabilities
- Communicate effectively with residents, visitors, colleagues, couriers, and contractors, welcoming all residents and visitors with a warm and friendly approach in a professional manner.
- Challenge with confidence any unknown visitors in a personable and professional manner.
- Assist residents with all queries about premises facilities.
- Stay current with residents and neighbourhood activity providing recommendations to residents about the local area, attractions and upcoming events. Review and maintain Neighbourhood events diary.
- Maintain and update amenity reservations e.g. VIP events / arrangements / special requests. Manage amenity space reservations in a timely manner and according to our residents’ needs and expectations and monitor cleanliness, hygiene and standards paying great attention to every detail.
- Oversee parcel / postal delivery services ensuring that all rental boxes provided are used correctly and ensuring that residents are notified of deliveries awaiting collection.
- Support resident move-in / move-outs as instructed by Resident Management team.
- Support the Leasing team with any specific considerations for residents (pre-let) to ensure all works are executed on time (pre move-in).
- Track all maintenance requests for the building and liaise and respond accurately to all resident questions.
- Be aware of all premises operations and uphold general oversight of safety and compliance measures. Communicate effectively with all relevant teams to ensure a smooth running of premises operations.
- Undertake regular compliance inspections of the building to ensure all Fire, Life & Safety systems are always fully adhered to and ensure issues are dealt with immediately.
- Assist with daily shift handovers ensuring all outstanding issues are communicated effectively to ensure efficient handover and continuation of investigations into finding resolutions.
- Review and analyse the service levels provided on a weekly/monthly basis, identify and implement any opportunities to improve.
- Attend all regular meetings as required and fulfil any additional / ad hoc duties as required.
Financial
- Ensure all resident payments are processed correctly at point of sale.
- Identify/analyse ways to optimise financial performance to reduce Cost Per Unit (CPU).
People
- Build and develop effective working relationships with the neighbourhood team.
- Attend daily team briefs and communicate clear and consistent focus on operational objectives/goals.
Health & Safety
- Ensure all legal, statutory and servicing compliance is carried out and that such requirements are met and maintain accurate and up-to-date records using data management system.
- Ensure all licensing objectives and control measures are delivered.
- Assist with Crisis Management and Office evacuation measures including planning and annual training.
- Ensure all records are maintained and available for compliance audit purposes at all times.
Qualifications & Experience
- Proven track record of strong customer service experience within residential and/or service sectors.
- Sharp computer skills, including all Microsoft Office applications and systems knowledge e.g. Yardi / RentCafe / Hubspot.
Key Skills & Competencies
- Excellent verbal and written communication skills
- Proven track record of outstanding customer service skills
- Self-motivated / driven / pro-active / initiative / solutions driven.
- Excellent attention to detail and organised approach to work
- Enthusiastic approach to create an unparalleled service.
- Ability to engage confidently with residents.
- Demonstrate flexibility, adaptability and cooperation with residents and colleagues alike.
- Ability to work under pressure whilst remaining calm.