Resident Services Assistant – Hairpin House - Job Description
Company Overview
ila is an emerging Build to Rent property management company which is an abbreviation of ‘I live around.’ We celebrate all that is great about city centre living and offer flexible accommodation plans that enable our residents to achieve their lifestyle aspirations.
The ila brand has been built on four brand pillars which form the cornerstones of what we do, how we do it and why. Each element underpins how we want to be perceived by our residents, the local communities in which we operate, and the wider BTR market. Our purpose is to provide accommodation that our residents feel proud to call home, with kind and welcoming in-house staff. Each property offers flexibility that enables tenants to achieve their lifestyle aspirations, whilst reflecting the culture and connection of their local community.
ila is looking to hire a Resident Services Assistant for Hairpin House, a new BTR scheme in Birmingham consisting of 237 residential apartments. The Resident Services Assistant will assist in driving the performance of the site through collaborating with the on-site team to achieve the same goals, whilst delivering an industry leading resident experience.
The Resident Services Assistant will work alongside the team to ensure that KPI’s are achieved to include, lettings, minimising rental debt, budget management, robust health and safety management, and positive resident reviews, whilst maintaining the highest of standards on site.
We are looking for individuals who will take ownership of all tasks assigned to them and do so with a can-do attitude and a people first approach to the role.
This role will report directly into the Assistant Community Manager and will collaborate with other teams across the UK.
- Site Management
- Communicate well with colleagues to ensure you work together as a team and take an enterprising approach to the role.
- First point of contact/front of house presence for Hairpin House.
- Co-ordinate, instruct and allow access for services to the development.
- To be responsible for all deliveries to main reception, by receiving, safekeeping and issuing of all parcels/registered mail in line with the company procedure.
- Carry out specific daily/weekly tasks as agreed with the City Manager/Assistant Community Manager.
- Support City Team with tasks at Sherborne Place when required.
- Customer Service
- Provide outstanding customer service to residents.
- Ensure a warm, welcoming, helpful, efficient, and responsive reception service for residents, telephone callers and visitors.
- Manage and respond to general enquiries via phone, email and other channels.
- Assist with resident engagement strategies to ensure a strong resident community is built and maintained.
- Record, monitor and respond to any resident feedback.
- Assist with resident communications through multiple channels.
- Ensure resident issues and service requests are addressed and dealt with quickly, efficiently, and professionally.
- Promote and encourage a neighbourly and community atmosphere.
- Meet and interact with residents in a customer friendly and professional manner.
- Seek ways to exceed service expectations of residents and enhance the brand.
- Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.
- Assist with executing the smooth running of all aspects of the community.
- Provide an information service for the local area.
- Ensure all reception/admin requests are well managed and the reception desk is manned from the hours of 8am until 8pm (on a rota basis).
- Take ownership of the reception/communal areas and ensure they are kept clean, tidy, and well-presented at all times.
Marketing, Social Media, Events & Community Presence
- Post frequently on social media platforms ensuring content is aligned to the brand manifesto.
- Drive the highest rates of retention and community engagement.
- Support the overall marketing/leasing efforts and offer input and suggestions regarding promotions, advertisements, and pricing.
- Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.
- Assist with planning and hosting networking events to create and forge new relationships within the community.
- Promote events/give-aways to residents to ensure they are deemed successful.
- Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.
Facilities Management and Health & Safety
- Ensure all risks to visitors, staff and residents are removed or reported.
- Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency, and reporting any concerns.
- Assist with turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.
Leasing
- Support the overall marketing/leasing efforts and offer input and suggestions regarding promotions, advertisements, and pricing.
- Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.
- Drive the highest rates of retention and community engagement.
- Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.
- Validate Right to Rent document checks.
- To support Leasing Manager with leasing process when needed.
Operations
- Ensure resident issues and service requests are addressed and dealt with quickly, efficiently, and professionally.
- Take ownership of the reception/communal areas and ensure they are kept clean, tidy, and well-presented at all times.
- Assist with turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.
- Check-in inspections conducted before the arrival of tenants, alongside uploaded details on HelpTheMove.
- Implementation of operational site procedures and processes.
The ideal candidate will have:
- Experience in a similar role, preferably in either BTR or PBSA.
- Professional presentation, be confident and outgoing in nature.
- Basic understanding of landlord and resident relationship.
- Basic health and safety knowledge.
- Excellent English language skills - both written and spoken.
- IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.
ila are looking to build their team with individuals who are excited to grow alongside them. Employees are encouraged to have an identity within their team and utilise their assets/skills to fulfil their day-to-day roles.
Pay: £28,000.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
Experience:
- similar role: 2 years (required)
- BTR or PBSA: 1 year (preferred)
Work Location: In person
