Resident Associate

Key Responsibilities Leasing & Administration Respond to email and phone enquiries in a timely and courteous manner Respond to any customer queries and ensure that residents' expectations are managed at all times Assist with preparation of check-in and check-out reports, completing property inductions with new residents Prepare inventories for apartments and ensure these are returned by new tenants Arrange utility registrations & council tax communications after residents move in Conduct viewings to prospective tenants, recording feedback on the CRM marketing system and sending follow-up emails Implement and support branded marketing campaigns Assist with deposit protection scheme set up and releases Assist with move in / move out customer journey procedures Assist with the collection of rents, ensuring collection and deposit on a timely basis Utilise the property management system to record various transactions and navigate tenant information, producing AST contracts and renewal contracts Report on feedback provided by team members as part of process development at required times; including attending and contributing to meetings to help develop these processes Assist with market surveys, competitor analysis and "open houses" Assist in processing resident applications to guide them through the start of their tenancy, including completion of background and credit checks Involvement with internal projects to improve lettings KPIs: Direct Let Retention, Monthly Occupancy, Viewings and Mystery Shopping Feedback, Arrears %, Bad Debt % Customer Service Take ownership of the Reception area, ensuring it looks presentable and providing a warm welcome to residents and visitors to the building Represent the brand by providing exceptional service to residents, prospective tenants, contractors, and visitors Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understandin