Resident Services Associate

We are looking for an enthusiastic, self-motivated Resident Services Associate to join our front of house team in our 203‑bed luxury student accommodation in the City Centre of Exeter.

Key Responsibilities

• Providing front of office support to residents and visitors to the building, maintaining excellent customer service at all times.
• Updating the company in‑house booking and customer relationship management system.
• Supporting customer show rounds to ensure maximum occupancy of the residence.
• Ensuring the building is managed and maintained in line with company policies and procedures to make sure the residents receive a high‑quality service.
• Responding positively and quickly to customer enquiries and complaints and taking appropriate action in line with company procedures.
• Creating a friendly and safe environment for students to feel comfortable speaking with the team about concerns they might have about their accommodation or wellbeing.
• Always interacting with students professionally, showing empathy towards any issues they may find and understanding that this is their home.
• Engaging with the students to capture feedback and insight to improve services to their needs.
• Creating monthly fun and diverse events for students to participate in and supporting the coordination of any open days.
• Maintaining the sites review scores across all platforms above 4 stars.
• Having regard for Student Welfare and, if necessary, liaising with the appropriate welfare professionals.
• Complying with Health and Safety requirements.
• Managing the incoming post and deliveries and ensuring it is distributed efficiently.

Key Requirements

• Previous experience within a highly customer‑focused role.
• Experience within accommodation, hotels/hospitality or retail would be preferred.
• Outstanding customer service skills with strong verbal and written communication.
• The ability to think on your feet.
• A confident, polite and professional persona.
• Good working knowledge of IT systems including Microsoft Office and Social Media platforms.
• Smartly presented.

Hours of Work

• 40 hours per week Monday to Friday, 8am – 5pm or 9am – 6pm.
• 1 in 3 Saturdays on a rota basis with a day in lieu the following week.
• There will also be a requirement to work overtime on weekends during the busy student turnaround period and checking in weekends.
• Paid overtime.
• Life Assurance cover.
• Employee Assistance Scheme.

Seniority level

Not Applicable

Employment type

Full‑time

Job function

Customer Service and Administrative

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