Resident Service Agent-4

JLL are looking to recruit a Resident Service Agent to join the team at Sugar House Island, located in Stratford, London. Sugar House Island is a prestigious mixed-use development containing a Build to Rent scheme managed by JLL. This canal-side neighbourhood incorporates properties of varied use-types, designed for people to reside, work and socialise within a vibrant living and commercial environment.

Responsibilities

To provide a warm and courteous welcome to all residents and visitors; To actively engage with residents, visitors, colleagues, and contractors to provide a seamless experience for residents; To co-ordinate day-to-day operations ensuring quality and service delivery always meet and exceed resident's expectations; To anticipate residents' needs by engaging and asking questions to understand those needs to be able to adapt services to those needs when required; Assisting residents moving into their apartment and completing apartment and appliance inductions as required; Supporting residents when moving out, ensuring all reports are filed, maintenance is actioned and deposit recommendations are made; Interact with customers to obtain feedback on the quality of product, service levels and overall satisfaction levels; Ensure a great working relationship is maintained with the client; Any other reasonable tasks asked to be performed by the management according to changing business needs; Supporting residents with any queries and ensuring any maintenance reports are actioned quickly and efficiently; Undertaking daily and weekly inspections of building; Co-ordinating spot cleaning and addressing any clean up issues as they arise; Co-ordinating all day-to-day site services and sign-off in accordance with JLL Management policies; Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with JLL Management procedures; Recording all safety checks, contractor visits and completing on-site reports including daily activity logs; Establishing and developing working relationships with suppliers and contractors; Follow site-specific procedures for handling emergency situations; Identify and correct unsafe work procedures or conditions and report them to management; To carry out regular site walks and security checks of the building, reporting and logging any details as required; Report work-related accidents or other injuries immediately upon occurrence; Follow client and site safety and security policies and procedures to maintain a clean, safe and secure environment; Maintain awareness of suspicious persons on property premises; To maintain an organised and tidy work area including reception area, lobby, and resident floor corridors; Protect the privacy and security of the client, residents, visitors, and colleagues; Maintain confidentiality of proprietary materials and information; Ensure personal appearance is following company policy

Requirements

Excellent communication skills and able to display sensitivity and understanding of resident's needs; Excellent customer relations skills, a welcoming nature and plenty of energy & enthusiasm; Must be pro-active and able to use initiative to enhance the reputation of the building; Professional presentation, confident and outgoing nature; Well organised, ability to prioritise, problem-solve and work under pressure; Attention to detail to ensure high levels of customer service and maintaining and managing the building to an immaculate standard; A great team player who takes ownership and responsibility; A good level of education with strong written and verbal communication skills; A sound understanding of Health and Safety principals, methods and assessments; Good level of computer literacy including Microsoft Word, Excel and Outlook; Understanding of exceptional customer service delivery