Resident Service Agent

Main duties of role

• To provide a warm and courteous welcome to all residents and visitors
• To actively engage with residents, visitors, colleagues, and contractors to provide a seamless experience for residents
• To co-ordinate day-to-day operations ensuring quality and service delivery always meet and exceed resident’s expectations
• To anticipate residents’ needs by engaging and asking questions to understand those needs to be able to adapt services to those needs when required
• Assisting residents moving into their apartment and completing apartment and appliance inductions as required
• Supporting residents when moving out, ensuring all reports are filed, maintenance is actioned and deposit recommendations are made
• Interact with customers to obtain feedback on the quality of product, service levels and overall satisfaction levels
• Ensure a great working relationship is maintained with the client
• Any other reasonable tasks asked to be performed by the management according to changing business needs

People And Interpersonal Skills

• Excellent communication skills and able to display sensitivity and understanding of resident’s needs.
• Excellent customer relations skills, a welcoming nature and plenty of energy & enthusiasm
• Must be pro-active and able to use initiative to enhance the reputation of the building
• Professional presentation, confident and outgoing nature
• Well organised, ability to prioritise, problem-solve and work under pressure
• Attention to detail to ensure high levels of customer service and maintaining and managing the building to an immaculate standard
• A great team player who takes ownership and responsibility

Knowledge

• A good level of education with strong written and verbal communication skills
• A sound understanding of Health and Safety principals, methods and assessments
• Good level of computer literacy including Microsoft Word, Excel and Outlook
• Understanding of exceptional customer service delivery

Building Maintenance / Health and Safety / Fire Safety

• Supporting residents with any queries and ensuring any maintenance reports are actioned quickly and efficiently
• Undertaking daily and weekly inspections of building
• Co-ordinating spot cleaning and addressing any clean up issues as they arise
• Co-ordinating all day-to-day site services and sign-off in accordance with JLL Management policies
• Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with JLL Management procedures
• Recording all safety checks, contractor visits and completing on-site reports including daily activity logs
• Establishing and developing working relationships with suppliers and contractors
• Follow site-specific procedures for handling emergency situations
• Identify and correct unsafe work procedures or conditions and report then to management
• To carry out regular site walks and security checks of the building, reporting and logging any details as required
• Report work-related accidents or other injuries immediately upon occurrence
• Follow client and site safety and security policies and procedures to maintain a clean, safe and secure environment
• Maintain awareness of suspicious persons on property premises

Administration

• To maintain an organised and tidy work area including reception area, lobby, and resident floor corridors
• Protect the privacy and security of the client, residents, visitors, and colleagues
• Maintain confidentiality of proprietary materials and information
• Ensure personal appearance is following company policy