Purpose of the Role
To provide onsite property management and lettings services to a build residential development comprising 488 apartments across two sites Based in The Cargo Building Liverpool, you will also provide OOO support via telephone to its sister site Pomona Wharf in Manchester.
Your role as the primary point of contact for residents is crucial in ensuring a positive and seamless experience throughout their time in the building.
Key Responsibilities
- Customer Service & Reception Duties:
- Welcome residents and visitors, providing exceptional customer service.
- Ensure the front desk is always manned and maintained to a high standard.
- Handle inbound phone calls and manage the resident services email inbox.
- Respond to inquiries and action resident requests as needed.
- Foster strong relationships within the local and resident communities to enhance the scheme’s success.
- Accept, log, and distribute incoming post and parcels to residents efficiently.
- Act as the primary contact for resident maintenance issues, logging and tracking each case through to resolution.
- Oversee the tracking, distribution, and receipt of keys for both new and exiting tenancies.
- Organize contractor appointments and monitor service level agreements for timely completion of tasks.
- Follow up on letting inquiries, conduct apartment viewings, and assist with lease signings.
- Welcome new tenants, providing them with welcome packs and tenancy information.
- Perform property inspections, inventories, check-ins, and check-outs.
- Regularly inspect the building for safety concerns or maintenance issues, reporting findings to the line manager.
- Ensure the property meets health and safety standards, escalating any issues as needed.
- Update utility providers with new resident details and process bills during void periods.
- Assist in tenant deposit returns and arrears management in collaboration with finance teams.
- Assist in organizing and managing resident events.
- Maintain a logbook of contractors and visitors.
- Assist the property and lettings teams with administrative tasks.
- Maintain records and ensure compliance with relevant systems, including Savills Compliance systems.
- Perform any other reasonable duties as directed by the line manager or team, based on operational needs.
Skills, Knowledge and Experience
- Strong interpersonal skills
- Proactive and dynamic taking ownership of all of core duties
- Accuracy and attention to detail
- Excellent communication skills displaying sensitivities to and understanding of residents’ needs
- Ability to handle multiple tasks
- Competent in using, Word and Outlook
- Flexible and cooperative at all times, working as a member of a Team
- Understanding the importance of achieving deadlines and ensuring quality output
- Use initiative and take responsibility for providing solutions
- To ensure confidentiality and security of all business, client and customer documentation/information
- Well-groomed and of smart appearance
- Dynamic approach, problem solving, well organized and ability to work well under pressure
Working Hours - 4 shifts on, 4 shifts off. Pattern as follows:
7am to 7pm for 4 shifts, followed by 4 days off,
7pm – 7am for 4 shifts, followed by 4 days off
Salary - DOE up to £26,000. 10% discretionary bonus (pro rata)
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Please see our Benefits Booklet for more information.