Resident Experience Senior Associate 35k
About the Company
My client's team members are at the heart of everything they do, and they are committed to being a meaningful part of their lives.
When referring to the resident experience, my client is describing a culture built on living purposeful, values-driven lives. The organisation stays true to its principles and what it believes in.
As part of my client's commitment to workforce diversity, the company is dedicated to Equal Employment Opportunity without regard to race, ethnicity, gender, disability, sexual orientation, gender identity, or religion.
My client is Ireland's fastest-growing PRS platform.
As a professional landlord, the company is focused on making renting easier, transparent, and enjoyable.
The Resident Experience Purpose
My client co-creates strong and inclusive communities with and for
residents so that renting feels like "home."
By innovating and delivering a personalised renting experience, the team aims to create a true sense of belonging for every resident.
The Job
The Resident Experience Team is designed to cultivate a positive living environment while promoting interaction between residents and supporting the development of community.
By delivering next-level service, the team strives to make each resident's rental journey as easy, friendly, and stress-free as possible.
The Resident Experience Senior Associate is responsible for ensuring the smooth operation of the buildings alongside the Leasing Department and Property Managers, and
for delivering an optimal resident experience from move-in through to move-out.
This Senior Associate works closely with their team to ensure that residents consistently receive the highest levels of service and have the best rental experience possible.
Roles and Responsibilities
Resident Experience, Social Engagement & Operational Duties
* Deliver a positive, resident-focused environment, placing team members and residents at the centre of all actions with a commitment to providing an excellent resident experience.
* Display a positive attitude in all interactions with team members, residents, Property Managers, and contractors.
* Assist residents daily with requests and enquiries via phone, email, and in person.
* Manage and maintain the CRM platform, including monitoring and responding to maintenance items in collaboration with Property Managers.
* Create and facilitate social forums on the CRM system such as community notice boards, running clubs, book clubs, yoga classes, networking groups, and more.
* Monitor and contribute to community notice boards and digital forums to promote resident interaction.
* Actively host, promote, and participate in monthly and quarterly resident social and community events alongside the Resident Experience Team.
* Review resident and visitor feedback regularly to identify successes and opportunities for improvement, and collaborate with Property Managers to develop solutions and enhance service.
* Participate in regular check-ins with Property Managers to share insights, resident feedback, and drive satisfaction targets.
* Work closely with Property Managers to ensure resident complaints are addressed promptly and positively.
* Maintain full awareness of all move-in and move-out schedules, ensuring strong internal and resident communication.
* Collaborate with the Lettings and Property Management teams to ensure positive move-in and move-out experiences, including pre-arrival apartment checks.
* Introduce or reintroduce themselves to new residents within the first month of occupation and offer assistance or refer matters to Property Managers or Block Management where needed.
* Oversee team management of mail and package delivery and distribution.
* Manage day-to-day operations of amenity spaces, including bookings for the gym, parking, and residents' lounge.
* Conduct daily patrols of the development to ensure exceptional standards, noting safety concerns, maintenance needs, lighting issues, and cleanliness gaps. Engage with residents or Property Managers when appropriate.
* Maintain strong communication processes with Property Managers, contractors, and all third parties to ensure smooth development operations.
* Assist Property Managers in acknowledging and addressing maintenance requests, identifying whether issues relate to the landlord or resident, and managing expectations proactively.
* Manage contractor sign-in logs in compliance with GDPR requirements.
* Maintain responsibility for the reception area, presenting a professional and welcoming first impression of my client.
* Receive resident requests, provide recommendations, calculate business costs, ensure timely delivery, and meet resident requirements.
* Complete tasks according to agreed schedules and within allocated budgets.
* Greet visitors, employees, clients, and investors while creating a hospitable environment.
* Oversee on-site teams and manage team rosters, including annual leave coordination.
* Collaborate with and support the wider Resident Experience Teams as needed, including office coverage.
* Oversee the smooth daily running of the office, including:
* Ordering and maintaining office supplies and stationery.
* Supporting special projects.
* Vendor management.
* Assisting with onboarding and termination processes.
* Providing general administrative support.
* Serving as a cultural ambassador.
The Resident Experience Team is constantly evolving, and as a result, the Senior Associate role will continue to evolve as well. Responsibilities may vary and are not limited to the above list.
My Clients Promise to You
My client is committed to people. By believing in their mission and living it daily, the values naturally extend to team members, residents, communities, and suppliers.
Continuous learning is encouraged, and team members are supported in their professional growth. My client is dedicated to enhancing careers for those passionate about bringing the company's vision to life.
The organisation will support both the professional and personal development of team members and help them achieve their goals in alignment with business needs.
My client's offices and developments are places where everyone feels safe, respected, valued, and included, with individual needs understood and met to the fullest extent possible within the context of the service provided.
The Resident Office working hours are:
* Monday to Friday: 08.30am - 7.30pm
* Saturday: 10.00am - 4.00pm.
* Closed bank holidays and weekend.
* The shift patterns are: 08.20am - 4.30pm and 11.30am - 7.40pm.
There may be the odd time that an SA (Senior Associate) covers a Saturday. If this does occur, the employee is given another day in lieu.