Resident Experience Associate (Overnight)

Role Summary

The successful candidate will be integral to daily property operations, focusing on resident relations and property management activities. This highly visible role will involve regular interaction with residents, prospective tenants, and visitors, helping ensure the highest levels of resident satisfaction and engagement. Reporting to the Senior Property Manager, the Resident Experience Associate will assist in managing the property, coordinating contractors, and supporting operational growth.

Company Overview

CompassRock provides asset and property management services to the rental housing sector. Originally founded in the U.S., the company has expanded to the UK and is rapidly growing its portfolio of Build-to-Rent (BTR) assets across England and Europe. Backed by private equity, CompassRock is in an exciting growth phase, actively acquiring and developing new assets at a fast pace. With an entrepreneurial and innovative culture embedded in its DNA, the company values the dynamic, forward-thinking individuals it employs. As CompassRock continues to expand, there will be abundant opportunities for career advancement and professional development.

Key Responsibilities

Customer Service & Resident Relations:

• Policy and Standards Adherence: Uphold the company’s customer service standards to deliver high-quality service and resident satisfaction.
• Issue Resolution: Address resident complaints and actively troubleshoot problems to take ownership in challenging situations, escalating issues to the Property Manager when necessary.
• Resident Engagement Initiatives: Support the planning and execution of community-building activities that foster positive resident relations and engagement.
• Resident Support: Provide residents with appropriate information throughout the tenancy lifespan, including providing renewal information, ensuring legal requirements are met and answering any questions that might occur during the tenancy lifespan.

Relationship Building: Cultivate strong relationships with residents, ensuring professional and prompt communication. Regularly engage with residents and prospective tenants to build strong rapport and trust.

Leasing Support: Provide administrative support to the Leasing team, as required.

• Enquiries: Greet and assist prospective tenants and to qualify and register enquiries and to book viewing appointments at our properties (if required).
• Viewings: Conduct informative and engaging viewings to prospective tenants being well equipped to answer any questions regarding the property (if required).
• Administrative Support: Working with the leasing team to help maintain accurate and organised records of leases, applications, and tenant correspondence.
  
  

Operational Activities

• Property Support: Contribute to maintaining a safe and attractive property for residents. Facilities Management Support: Assist the Property Manager with managing projects, overseeing outsourced services for building maintenance, and ensuring timely, high-quality completion of tasks.
• Cleanliness: Complete overnight cleaning of the ground floor amenity spaces, ensuring that the property is “resident ready” each day.
• ‘Stock’ Coordination: Collaborate with the property manager and procurement team to ensure adequate stock of goods and services for smooth property operations.
• Inspections: Conduct / support inventories, move-in and move-out inspections, documenting property conditions.
• Administrative Support: Assist the Property Manager with all other general administrative duties, as required.
  
  

Targets And KPIs

• Work diligently to meets specified targets and Key Performance Indicators (KPIs) set by the management team.
  
  

Personal Qualities

• Attention to Detail: Demonstrated focus on quality and compliance in previous work or education (desired).

Proactive and Initiative-Driven: Able to foresee potential issues and address them before they escalate (desired).

Flexibility: Ability to adapt to changing circumstances, particularly in a fast-paced property environment (desired).

Positive, 'can-do' Attitude: A willingness to learn from, and provide support to, other team members, while delivering top levels of service to all residents (essential).

Skills

• Communication Skills: Both written and verbal, for interacting with residents, staff, and external stakeholders (essential)
• Problem-Solving: Strong abilities in addressing resident disputes (essential).
• Customer Service: Demonstrated experience in delivering exceptional customer service (essential).
• Computer Literacy: While training on our property management systems will be provided, we require that the applicant be proficient with Microsoft Office and Outlook and have an aptitude for learning new software (essential).
  
  

Qualifications (desired)

• Bachelor’s degree in business administration, or a related field (desired)
• Full clean Irish driver’s licence
  
  

Remuneration / Bonuses / Benefits

• Base salary: £40,000
• Bonus: Discretionary Bonus Scheme
• Benefits: 25 days of annual leave + Bank Holidays; Private health insurance; Nest Pension Scheme; Cycle to Work Scheme; Company Sick Pay.
  
  

Working Hours

• 4-day working week (48 hours) including weekends (Saturday and Sunday).
• This role is to work night shift (between 8pm – 8am)
  
  

Location: This position is required to work on site.

Equal Opportunities Statement

We are an Equal Opportunities Employer, committed to creating an inclusive, diverse, and equitable workplace. We provide equal opportunities for everyone and offer reasonable adjustments to ensure all candidates have a fair chance during the recruitment process.