Resident Services Advisor / Build To Rent

Glasgow (City Centre)

SALARY: £26,000-£29,000 + discretionary bonus + pension

Shift Pattern rotates on a bi-weekly schedule:

• W1: 8:00 AM – 5:00 PM
• W2: 11:00 AM – 8:00 PM

 (work 1 weekend in 3, with time in lieu)

Are you working in High-end hospitality-hotels / Serviced Accommodation / Residential Letting looking to use all of your enviable ‘customer focused skill-set’ in a fast paced and extremely rewarding sector?

If you thrive on delivering an exceptional ‘client experience’, enjoy an extremely varied, ‘hands on’ work environment then this could be the move for you.

Our client is one of the leading companies in the Build-to-Rent (BTR) sector – they design, build, and operate large scale branded apartment schemes for rent.

Their residents include professionals, families, and sharers, who all benefit from the exclusive amenities on offer in the building such as gyms, roof terraces, and private dining rooms.

Our client is looking for an individual to join the Resident Service team at their new 498-apartment scheme in Glasgow, City Centre.

THE ROLE

• The Resident Service Advisor roles will support the General Manager in mobilising the site, successfully letting all the apartments, looking after over 1000 residents, and running the buildings on a day-to-day basis

• The successful candidate will be first point of contact for all existing and prospective residents, managing leasing and renewal discussions, conducting viewings, solving issues and delivering a great experience

• Our client is committed to building an inclusive work environment that respects values, offers equal opportunity and celebrates peoples’ individual differences through diversity

ABOUT YOU…

• We are looking for a highly organised individual who thrives in a fast-paced environment

• Sales mentality and sales experience are desirable, preferably within a letting’s environment

• You should have a genuine passion for delivering excellent customer service at all opportunities

• The successful individual will be willing to get their hands dirty to solve challenges and make things happen

• You will ideally have previous experience in residential property (PRS, BTR, or PBSA), or experience in the service industry (Hospitality & Hotels)

• Knowledge of lettings and H&S legislation in Scotland would be beneficial, however, full training will be provided

KEY RESPONSIBILITIES & OBJECTIVES

Lettings: Support a great lease-up by assisting the Glasgow team with letting all the apartments at the best rents possible.

• Achieve and maintain full occupancy by managing enquiries channels, responding to queries, conducting viewings and negotiating lease agreements and managing referencing process in a timely manner

• Conduct enthusiastic and informative viewings with prospective residents to encourage them to rent

• Retain existing residents with renewals or re-letting vacant apartments

• Managing the tenancy process end-to-end including referencing, deposits, ASTs, check out and check in inspections, raising recharges and co-ordinating any cleaning or repairs

Exceptional Customer Service: Deliver a great experience for all Glasgow residents:

'Go above and beyond to deliver a warm, welcoming environment for all residents and visitors'

• Promote resident satisfaction by responding to questions and concerns in a timely manner, taking appropriate action to address and resolve issues

• Co-ordinate maintenance requests and contractor visits as required and ensure successful completion

• Support residents with the move-in and move-out process

• Actively seek feedback, via Google reviews, Homeviews, etc. and act on it to improve the overall experience

• Promote community engagement by organising and delivering on-site events, and local partnerships

Identify and sign up partnerships with local businesses for the loyalty programme

 Conduct regular property walkarounds and take appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, general, appearance and appeal