PMR (Property Management Recruitment) are seeking an enthusiastic and customer service focused Community Host to deliver an outstanding resident experience at a brand new and exciting Build to Rent (BTR) development in Central London.
Key Responsibilities:
- Deliver an outstanding customer service experience to every person, from team members to visitors, investors and clients, as well as current and prospective residents.
- Management of complaints/problems/issues arising from Residents, ensuring that all complaints are dealt with quickly and efficiently.
- All reported issues are recorded on the database.
- Maintain and uphold high standards by conducting routine walks throughout communal spaces and common areas, working alongside the service team to ensure all areas are well-maintained.
- Follow-up with future, new, current, and past residents.
- Executes and assists with activities to support the community's leasing and lease renewal program.
- Assists and executes events to assist with community activation.
- Responds quickly and courteously to resident concerns and questions and takes prompt action to solve problems and/or document and convey resident or other requests to the appropriate individual.
- Ensures that all enquires are responded to within 24 hours maximum.
- Follows health & safety procedures and policies in accordance with company, community, and departmental policies & procedures.
- Identifies areas for improvement and offers suggestions and recommendations to optimise efficiency and productivity.
- Ability to always keep sensitive information highly confidential.
- Ability to ensure that data integrity is followed through when carrying out all tasks.
- Day to Day concierge type services as required by the development such as handling parcels, delivering post and other reasonable requests.
Skills, Knowledge & Experience:
- Have a good knowledge of relevant lettings and tenancy law and legal compliance in a residential operation.
- Have proven experience in residential services, leasing, guest relations, hospitality, sales, or marketing that demonstrates a customer service and experience background.
- Highly organised with good written communication skills and be able to multi-task.
- Have the ability to execute exceptional customer service within a customer facing role.
- Have excellent written and spoken English.
- Possess exceptional IT skills including MS Word, Excel & Outlook (training will be provided for the internal database system).
- Have excellent relationship building skills, both with entirely new and long-term residents and team members.
- Be an efficient and organised individual with excellent communication skills and have a sensitive, professional and well-mannered nature.
- Be able to work exceptionally well within a team dynamic and work well independently.
- Have the ability to follow company policies and procedures.
Working Pattern: 4 out of 7 days (32 hours per week)