Resident Services Agent

Salary Not Specified

Jll, Copple House, Knowsley

Full time
Permanent
Onsite working

Posted today, 25 Oct | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: 301cf8cf8433426489756ad58d0d1785

Jll

Full Job Description

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.
To maintain an awareness of cultural differences needed to meet specific requirements of residents., Interact with customers to obtain feedback on the quality of product, service levels and overall satisfaction levels.
To ensure a daily log is kept of any incidents, resident requests, or shift handovers.
To check, read and action emails and other requests regularly and on a timely basis.
Assisting tenants moving into their apartment and completing apartment and appliance inductions as needed.
Liaising with line manager in respect of customer surveys and feedback, identifying areas for change and improvement.
To ensure a great working relationship is maintained with the client.
To encourage and motivate colleagues to perform their best, take responsibility for tasks, make decisions, and provide input on possible improvements.
Supporting residents when moving out.
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.
Parcel management including sign-in and out for residents.
Available to respond to out-of-hour emergencies.
Follow property specific procedures for handling emergency situations.
Identify and correct unsafe work procedures or conditions and report then to management.
Security
To carry out regular floor walks and security checks of the building and reporting and logging any details as required
Report work related accidents or other injuries immediately upon occurrence
Follow client and department 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 residents, guests, and co-workers.
Maintain confidentiality of proprietary materials and information
Ensure personal appearance is following company policy.
Any other reasonable tasks asked to be performed by the management according to changing business needs.

People and interpersonal skills
Excellent communication skills and able to display sensitivity and understanding of resident's needs.
Excellent customer relations skills, a sense of humour and plenty of energy and 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 problem solve and works under pressure.
Able to demonstrate an organised and professional approach and ability to prioritise.
A great team player who takes ownership and responsibility
A logical thinker who can spot errors and resolve issues.
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
Customer service and marketing
Attention to detail on all aspects of the role to ensure high levels of customer service and maintaining and managing the building to an immaculate standard.
To handle all front of house incoming calls/enquiries and ensue a warm, welcoming environment for residents and visitors
To ensure an accurate log is maintained for any visitors or deliveries and that these are announced to the resident.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.