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Assistant Resident Service Manager - The Helm, Bournemouth
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Assistant Resident Service Manager - The Helm, Bournemouth
Resident Services Assistant – On-Site Property Management
Purpose of the Role
To provide on-site property management services to a build to rent development.
Responsible for delivering a first-class customer experience along with the team responsible for all front-of-house services, including:
- Administration
- Compliance
- Events
- Liaising with residents, visitors, and the wider local community
Building effective relationships with residents will enhance community spirit. Every action should prioritise resident satisfaction, making it the Resident Services Assistant’s role to consistently drive exceptional service.
Key Responsibilities
-
Customer Service:
- Provide first-class customer service to residents, serving as the first point of contact for all inquiries
- Act as the primary liaison for both residents and visitors
-
Property Quality Assurance:
- Oversee quality control of amenity spaces and apartments, ensuring they remain well presented at all times
-
Community & Events:
- Organise and host monthly residents’ events and initiatives to solidify a strong community feel
- Facilitate resident-led events and quarterly meet and greets
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-
Amenity Management:
- Manage amenity space bookings and hire
-
Resident Onboarding & Enquiries:
- Respond to rental enquiries, schedule, and conduct scheme tours/viewings
- Agree offers and complete all applicant vetting in line with Savills procedures
-
Marketing & Communication:
- Ensure marketing portals remain up to date
- Maintain resident communication through various channels, including social media
-
Partnerships & Discounts:
- Seek special offers and discounts for residents from local businesses
-
Facilities & Maintenance:
- First point of call for residents reporting maintenance issues
- Coordinate contractor appointments (third-party and in-house) for warranty repairs, and log maintenance issues to ensure service standards are met
-
Minor Works & Inspections:
- Organise minor works between tenancies to maintain first-class presentation of apartments
- Conduct monthly organising tenant services (both via third parties and in-house)
- Complete check-in/check-out reports and determine deposit returns
- Carry out mid-term inspections
-
Arrears & Compliance:
- Manage arrears chasing and reporting
- Work alongside the Resident Services Manager to ensure Health & Safety statutory requirements are met across the development
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- Flexible Duties:
- May be required to undertake other duties as reasonably necessary
Skills, Knowledge & Experience
- Customer Service Mindset: Strong background in delivering exceptional service
- Attitude: Positive, solution-focused, and resilient
- Decision-Making: Critical-thinking skills, ability to adapt and make sound judgments
- Personality: Outgoing, warm, and friendly with naturally strong interpersonal skills
- Organisation: Meticulous, resourceful, and capable of managing multiple tasks
- Professionalism: Excellent written and spoken communication
- Digital Skills: IT literacy and social media proficiency
- Within-Warming: A previous role handling property viewings is beneficial
Conditions of Employment
- Contract: Full-time (37.5 hrs/week)
- Hours: Monday to Friday (10:00 AM – 7:00 PM) – part of a site rota. Occasional weekend shifts may arise for events.
- Salary: £33,000 + up to 10% discretionary bonus
- LinkedIn:
#LI-DNI
For full details on benefits, please consult our Benefits Booklet.
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