CompassRock International
Resident Experience Associate
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Role Summary
We are seeking a motivated Resident Experience Associate to join our team at Vantage Tower, one of our high-end Build-to-Rent (BTR) properties in Southampton. The successful candidate will be integral to daily property operations, focusing on resident relations and property management activities. This highly visible role will involve regularly interacting with:
- Residents
- Prospective tenants
- Visitors
The role ensures high levels of resident satisfaction and engagement while reporting to the Assistant Property Manager. Key responsibilities include:
- Supporting property management (contractors, operational growth)
- Assisting with resident relations and support
Company Overview
CompassRock provides asset and property management services to the rental housing sector. Originally founded in the U.S., the company has expanded to the UK and rapidly growing its portfolio of Build-to-Rent (BTR) assets across England and Europe. Backed by private equity, CompassRock is in a growth phase, actively acquiring and developing assets.
Company values include:
- An entrepreneurial spirit
- Innovation
- Support for flexible and ambitious professionals
Key Responsibilities
Operational Activities
- Property Oversight: Maintain the property as safe and attractive for residents.
- Project & Service Management: Collaborate with the Assistant Property Manager to manage projects, outsourced services, and ensure high-standard building maintenance.
- Supply Assurance: Work with the procurement team to stock necessary goods/services for smooth operations.
- Property Inspections: Conduct move-in/move-out inventories, documenting conditions.
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Customer Service & Resident Relations
- Compliance & Standards: Follow customer service policies to ensure high standards and resident satisfaction.
- Issue Resolution: Address resident inquiries and complaints, escalating as needed.
- Resident Engagement: Develop programs fostering community, trust, and positive relations.
- Tenant Support: Provide information, renewal options, and ensure legal compliance throughout tenancies.
- Relationship Building: Engage with residents and prospective tenants for strong rapport.
Leasing Support
- Leasing Assistance: Support the leasing team with enquiries and viewings.
- Enquiry Handling: Qualify and register enquiries, scheduling viewings.
- Viewings: Facilitate rewarding viewings, answering prospective tenant questions.
Administrative Support
- General Operations: Assist the Assistant Property Manager with administrative duties.
- Reporting: Prepare property management reports, maintain tenant correspondence records.
Performance Metrics
- Work towards management-set targets and KPIs for operational excellence.
Skills
Essential
- Proficient communication (written & verbal)
- Strong problem-solving
- Exceptional customer service
- Microsoft Office & Outlook IT skills (training provided for property management systems)
- Experience resolving disputes
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Desired
- Familiarity with local building regulations and property licensing
Personal Qualities
- Attention to Detail: Quality-conscious with compliance focus
- Pro-activeness: Forward-thinking, approaches potential issues early
- Flexibility: Adapts to a dynamic, fast-paced property environment
- Can-do Attitude: Essential for teamwork and resident service excellence
Person Specifications
- Qualifications: Bachelor’s degree in business administration or related field (desired)
- Certifications: Memberships such as:
- ARLA
- The Property Institute (TPI)
- IRPM Membership (desired)
Remuneration / Benefits
- Salary: £27,000–£30,000 (base pay)
- Bonus: Discretionary scheme
- Leave: 25 days annual leave + Bank Holidays
- Benefits:
- Private health insurance
- Nest Pension Scheme
- Cycle to Work Scheme
- Company sick pay
Working Hours
- 5-day week: 40 hours (normally weekdays).
- Weekend work: Saturdays/Sundays on a rotating schedule (2 days off).
- Shifts:
- 8:00 AM – 5:00 PM
- 9:00 AM – 6:00 PM
- 10:00 AM – 7:00 PM
- Reduced hourly rates for weekend hours.
Location
On-site at a higher-end BTR property in Southampton.
Ad Continue... [Equal Opportunities Statement:] We are an Equal Opportunities Employer, committed to an inclusive, diverse, and equitable workplace. We offer reasonable adjustments during recruitment to ensure fair opportunities for all candidates.
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