Resident Host - East Village, Stratford

This role is full-time, on-site at our East Village neighbourhood in Stratford, London.

You must be available to work a 4 days on / 4 days off working pattern between 7am - 7pm (including weekends and Bank Holidays as required).

This role is the host and centre of the neighbourhood community and engages daily with residents, connecting people and creating a unique and memorable experience for residents. The role is responsible for delivering resident satisfaction by providing efficient and welcoming assistance with all requests, ensuring a smooth and seamless operation combined with a high customer service levels.

Internal: Neighbourhood team, Customer Hub, estate management team (security), all internal departments, other GL neighbourhoods.

External: Residents, third party contractors and suppliers, all relevant service providers, all relevant retailers.

• To be the primary, customer facing representative of East Village's Victory Plaza and Welcome Office.
• Communicate effectively with residents, visitors, colleagues, couriers and contractors; welcoming all residents and visitors with a warm and friendly approach in a professional manner.
• Ensure all visitors and contractors adhere to sign-in / out procedure and administer keys to properties for contractors when required.
• Assist with day-to-day queries autonomously, whether in-person or to the email inbox, escalating to the Resident Management team where necessary.
• Work with Resident Management team to provide current and prospective residents an exemplary experience from first enquiry to move-out, ensuring a consistent and excellent resident experience throughout.
• Stay current with neighbourhood activity, providing recommendations to residents about the local area, attractions and upcoming events.
• Participate in organising and delivering neighbourhood events including social and community initiatives.
• Support viewings, resident move-ins/move-outs, inventories, check-outs and inspections as instructed by the Senior Resident Manager.
• Work with Resident Managers team to meet budgeted targets for occupancy, revenue and customer satisfaction scores.
• Log and track maintenance requests, liaising with Maintenance team and residents.
• Oversee parcel / postal delivery services ensuring that all rental boxes provided are used correctly and ensuring that residents are notified of deliveries awaiting collection.
• Assist couriers in the delivery of parcels to the correct shelf space in the parcel room.
• Conduct regular inspections of the parcel room ensuring it is clean and tidy.
• Be aware of all premises operations and uphold general oversight of safety and compliance measures. Communicate effectively with all relevant teams to ensure a smooth running of premises operations.
• Undertake regular compliance inspections of the building to ensure all Fire, Life & Safety systems are always fully adhered to and ensure issues are dealt with immediately.
• Assist with daily shift handovers ensuring all outstanding issues are communicated effectively to ensure efficient handover and continuation of investigations into finding resolutions.
• Review and analyse the service levels provided on a weekly/monthly basis, identify and implement any opportunities to improve.
• Attend all regular meetings as required and fulfil any additional / ad hoc duties as required.

Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company.

• Proven track record of strong customer service experience within residential and / or service sectors.
• Sharp computer skills, including all Microsoft Office applications and systems knowledge e.g. Yardi / Rent Cafe / Hub Spot.
• Excellent verbal and written communication skills
• Knowledge and proven track record of outstanding customer service skills
• Self-motivated, proactive and solutions-driven
• Excellent attention to detail and organised approach to work
• Enthusiastic approach to create an unparalleled service.
• Ability to engage confidently with residents and visitors.
• Demonstrate flexibility, adaptability and collaboration with residents and colleagues alike.
• Ability to work under pressure whilst remaining calm.

All roles actively champion our company values:

Act with honesty and accountability

Value one another, our customers and environment, building trust and stronger relationships

Achieve success as a collective team

Be inspired to deliver outstanding results and be accountable for achieving success

Continually improve to achieve positive impact and outcomes

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We are committed to creating a diverse environment and are proud to be an equal…