Resident Services Agent - The Slate Yard

We are seeking dynamic and enthusiastic Resident Services Assistant to be part of an exceptional team at The Slate Yard, a landmark 424-unit Build-to-Rent (BTR) development in the heart of Spinningfields.

The Slate Yard offers luxury 1, 2 3 bed apartments alongside exceptional amenity spaces including idyllic outdoor spaces, cosy co-working hideaways, high tech gym and fitness studio, and private dining.

The Resident Services team will play a crucial role in delivering a world-class customer experience, ensuring seamless operations, and fostering a strong sense of community. This role is based full-time within the development, reporting to the General Manager and Assistant General Manager.

Responsibilities

Resident Experience & Customer Service

• Provide a warm, personalised welcome to all residents and visitors, ensuring first impressions exceed expectations.
• Build strong relationships with residents through proactive engagement, anticipating their needs and personalising services where possible.
• Act as a key point of contact for residents, ensuring their queries are addressed promptly and professionally.
• Coordinate the day-to-day operations of the building, ensuring smooth service delivery across all touchpoints.
• Maintain an in-depth understanding of residents’ preferences, ensuring a tailored approach to service delivery.
• Organise and promote community-building initiatives, including events, social gatherings, and fitness classes, fostering an inclusive and vibrant living environment.

Operational Excellence

• Ensure all communal areas, including the lobby, resident lounge, and fitness centre, are maintained to the highest standards at all times.
• Manage parcel deliveries efficiently, ensuring secure storage and timely notification to residents.
• Oversee apartment move-ins and move-outs, providing seamless support, including apartment and appliance inductions.
• Keep accurate logs of all resident interactions, shift handovers, incidents, and maintenance requests.
• Monitor feedback through surveys and direct interactions, identifying opportunities for service improvement.

Building Maintenance & Health & Safety

• Conduct regular inspections of the building, ensuring all areas meet safety, security, and cleanliness standards.
• Log and follow up on maintenance issues, ensuring prompt resolution and minimal disruption to residents.
• Support fire safety procedures, ensuring all residents are informed and aware of emergency protocols.
• Collaborate with contractors and service providers to ensure the highest quality of building upkeep.
• Follow all health and safety procedures, ensuring compliance with The Slate Yard policies.
• Support with completing weekly and monthly compliance checks, ensuring any actions are accurately recorded and followed up. 

Security & Safety

• Perform regular security checks, ensuring resident safety and building integrity.
• Report and log any suspicious activity or security concerns.
• Ensure a visible and reassuring presence throughout the building.
• Follow property-specific emergency response procedures and assist in crisis situations.

Administration & Organisational Duties

• Maintain an organised and presentable reception and communal areas.
• Manage resident communications, ensuring clear and effective updates on services, events, and maintenance.
• Protect resident confidentiality and data privacy at all times.

Support the General Manager and Assistant General Manager with administrative tasks as required.

Qualifications

People & Interpersonal Skills

• Exceptional communication and interpersonal skills with a strong customer service ethos.
• A natural ability to engage and build relationships with a diverse resident community.
• Professional, confident, and personable manner, ensuring all interactions are welcoming and accommodating.
• Proactive approach to problem-solving with an ability to take initiative and make informed decisions.
• A team player who takes ownership and responsibility for delivering excellence.
• Well-organised with strong attention to detail and the ability to multitask in a fast-paced environment.

Knowledge & Experience

• A strong understanding of premium customer service, ideally within the hospitality or residential property sector.
• Familiarity with health and safety principles, including risk assessments and emergency procedures.
• Good level of computer literacy, including proficiency in Microsoft Word, Excel, and Outlook.
• Previous experience working within BTR, PBSA or similar background. 

Why Join Us?

As a Resident Services Assistant at The Slate Yard, you will be part of a forward-thinking team dedicated to building a sense of community. This role offers an exciting opportunity to make a real impact on residents' lives, delivering an unparalleled level of service in a landmark development. If you are passionate about creating outstanding experiences and enjoy working in a dynamic, customer-focused environment, we would love to hear from you.