Job Description
Support the Resident Manager in ensuring smooth building operations and optimal customer experience from move-in to move-out, including managing resident issue resolution and enhancing resident experience through front-of-house interactions.
Key Responsibilities:
Customer Service
- Maintain comprehensive knowledge of apartment and communal area systems
- Assist with organising resident social events and activities
- Coordinate with third-party suppliers and internal departments to handle resident requests
- Work with Defects Resolution Team to validate work orders and arrange contractor access
- Deliver excellent customer service and respond to feedback
Commercial
- Promote ancillary revenue opportunities (storage, lounge hires, etc.)
- Build customer relationships to aid renewals and generate referrals
- Implement cost and time efficiencies to meet P&L targets
Operational
- Process cases within agreed SLA timelines
- Conduct daily development inspections and support health & safety compliance
- Coordinate move-ins and move-outs with relevant functions
- Manage contractor access and maintain apartment lease readiness
- Complete all customer journey documentation
- Support development asset maintenance and administration
Health & Safety
- Ensure H&S compliance and report as required
- Complete statutory checks as directed
Requirements:
- ARLA/AIRPM qualifications desirable
- IT literate with CRM and Excel experience
- Excellent communication and interpersonal skills
- Customer-facing experience essential (hotel, retail, student accommodation, or residential sectors preferred)
- 37.5 hours per week, working five days between Monday-Sunday, with varying shifts between 8am-8pm
About Deverell Smith Ltd