Avison Young │ UK
Resident Experience Ambassador
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Resident Experience Ambassador
Resident Experience Team Lead – Beorma Quarter
About the Role
Our Resident Experience team are the first and last impression that residents and their guests have of our brand and the homes we represent at Beorma Quarter.
In order to attract and retain residents within a highly competitive city-centre market, our residential developments must become ‘experience destinations’—places where people are proud to live, connect, and belong.
At Beorma Quarter, a landmark development offering luxury apartments in the heart of Birmingham’s most vibrant and culturally rich district, Avison Young’s ambition is simple: to deliver a dynamic, market-leading residential service that reflects modern living expectations and enhances everyday lifestyle.
This uniquely positioned role is designed to:
- Drive resident engagement
- Create a sense of community
- Support long-term resident satisfaction and retention
- Elevate the premium, design-led environment with remarkable service
The Resident Experience team plays a crucial role in shaping the living experience, ensuring that every resident and guest receives a positive, memorable interaction from arrival to departure. This opportunity extends beyond traditional concierge duties—it’s about building connections, fostering community, and turning spaces into places of inspiration.
The team ensures that residents and guests are wowed at every touchpoint, proving what premium residential service can truly deliver.
Responsibilities
Core Service & Engagement Duties
- Provide a user-focused service experience that exceeds expectations, making every resident feel important and valued
- Demonstrate the behaviours set out in the ‘Behaviours Playbook’ at all times
- Maintain an exceptional presentation of residential lobbies and common areas
- Welcome residents and guests warmly and efficiently, supporting their onward journey
- Create a luxury arrival and departure experience aligned with standards
- Serve as the primary point of contact for resident enquiries and lifestyle requests
Operational & Administrative Tasks
- Manage visitor check-ins, leveraging technology for cost-efficient solutions
- Securely handle parcel receipt, storage, notification, and distribution
- Coordinate resident move-ins, move-outs, and deliveries
- Oversee residence access fobs/keys, including allocation, creation, and deactivation
- Maintain discretion and confidentiality regarding all resident matters
- Support residents with issue logging through provided systems
- Follow proper escalation procedures for high-risk issues
- Ensure RsAMs (Risk Assessment Method Statements) are in place and oversee onsite works
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Safety & Security
- Assume fire marshal and first aid responsibilities
- Sensitively manage noise and disruption complaints with proactive communication
Facility & Community Engagement
- Support resident access and bookings for amenities and facilities
- Continuously build relationships with residents to understand and meet evolving needs
- Leverage technology to enhance resident communication and engagement
- Promote and coordinate resident events and community initiatives
- Network with local businesses to generate exclusive resident discounts and offers
- Contribute to residents’ newsletters as required
Health, Safety & Compliance
- Champion a ‘One Team’ approach with service providers to ensure seamless experiences
- Stay current with front-of-house (FOH) policies, procedures, systems, and tools
- Apply a ‘Surprise & Delight’ approach—acknowledge birthdays, anniversaries, and awareness days in person and digitally
- Encourage resident engagement through an events calendar jointly created with leadership
- View challenges and complaints as opportunities to exceed expectations
- Advocate for change, introducing new initiatives to enhance resident satisfaction
- Actively seek and implement feedback on service delivery improvements
- Comply with all Avison Young policies, including GDPR, bribery prevention, anti-bullying, anti-harassment, and unconscious bias
- Participate in training and seek development opportunities for both yourself and colleagues
Additional Duties
- Attend prospective resident showings (show rounds)
- Represent Avison Young as an Ambassador in all interactions
- Complete reasonable additional tasks with proper escalation when needed
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Key Qualifications & Requirements
Passion & Personality
- Demonstrates passion for service delivery as part of their inherent character
- Proactive, motivated, and good-natured with a positive communication style
- Customer-focused and confident in delivering exceptional service in all environments
- Passionate about technology and its potential to transform service delivery
- Thrives in a solution-driven environment, bringing creativity and innovation to problem-solving
- Forward-thinking and committed to continuous service and personal development
- Enthusiastic about engaging with local businesses to create meaningful resident experiences
Experience & Skills
- Exceptional attention to detail, always discovering opportunities to delight residents while ensuring security and privacy
- Team player with a ‘One Team’ mindset
- Professional appearance, adhering to company standards
- Ability to adapt rapidly and prioritise effectively in a fast-paced environment
- Previous experience in service delivery roles (similar to hotels, airlines, concierge services)
- Familiarity with technology and willingness to adapt to new systems
- Confident communicator, both written and spoken, with strong Microsoft Office skills
- Fluent in English
Work Context
- This is a highly interactive, not desk-based role, requiring physical presence in the lobby and throughout the building
Equal Opportunities Statement
At Avison Young, we are committed to building an inclusive culture where all employees can thrive, succeed, and belong.
We are an equal opportunity employer, dedicated to fair treatment of all candidates and employees. If you are a person with a disability, are neurodivergent, or have a condition that you believe may impact your performance during selection, we will make reasonable adjustments to accommodate you.
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