CompassRock International
Resident Experience Associate
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Resident Experience Associate – Southampton, BTR Property
Role Summary
We are seeking a motivated Resident Experience Associate to join our team at Vantage Tower, one of our Build-to-Rent (BTR) properties in Southampton. This key role focuses on resident relations, property management operations, and ensuring high satisfaction levels among residents, prospective tenants, and visitors.
The Resident Experience Associate will:
- Work closely with the Assistant Property Manager
- Handle day-to-day property operations, contractor coordination, and operational growth support
- Represent CompassRock professionally in all interactions
Company Overview
CompassRock provides asset and property management services in the rental housing sector. Having originated in the U.S., the company now operates in the UK and Europe, rapidly expanding its Build-to-Rent (BTR) portfolio across England and beyond.
Backed by private equity, CompassRock is in a phase of explosive growth, acquiring and developing new assets at an aggressive pace. The organisation cultivates an entrepreneurial and innovative culture, actively seeking dynamic, forward-thinking individuals eager to evolve alongside the business. With initial success and scalable opportunities, career Development and Advancement are strong focal points for employees.
Key Responsibilities
Operational Activities
- Property Oversight: Safeguard a clean, safe, and desirable living environment for residents
- Project Management: Assist the Assistant Property Manager in overseeing building maintenance projects, contractor coordination, and task delivery
- Procurement: Ensure adequate stock of essential goods and services for maintaining property function
- Inspections: Carry out move-in/out audits and inventory checks, documenting results accurately
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Customer Service & Resident Relations
- Policy Enforcement: Adhere to company customer service standards to ensure high resident satisfaction
- Issue Resolution: Address resident concerns and escalate complex complaints to the Assistant Property Manager
- Community Engagement: Lead or support resident initiatives that foster cohesion and satisfaction
- Support & Communication: Deliver clear, timely information throughout the tenancy life cycle, including renewal processes
- Relationship Building: Establish trust with residents and prospective tenants through prompt, professional communication
Leasing Support
- Perform viewing appointments and assist with tenant queries
- Handle the registration process for new applicants/
- Provide proactive guidance during property tours to prospective tenants
Administrative Support
- Manage general office tasks for the Assistant Property Manager
- Prepare property management reports and maintain accurate tenant records
KPIs Targeted: Work to achieve and exceed the Key Performance Indicators (KPIs) set by management.
Skills & Qualifications
Essential Skills
- Strong Communication: Both verbal and written, for staff, residents, and external stakeholders
- Problem-Solving: Ability to resolve resident disputes diplomatically (required)
- Customer Service: Prior exceptional service delivery experience (required)
- Computer Literacy: Proficiency in Microsoft Office and Outlook, readiness to learn new software (training provided)
Desired Knowledge
- Familiarity with local building regulations and property licensing (complementary)
Personal Attributes
- Attention to Detail: Experience in quality and compliance (preferable)
- Proactivity: Ability to anticipate and resolve issues before escalation (preferable)
- Flexibility: Comfort adapting to dynamic schedules and property operations
- Positive Attitude: A 'can-do' disposition essential for maintaining high service standards
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Education & Certifications
- Degree Preference: Bachelor’s in Business, Property Studies, or related field (desirable)
- Certifications: ARLA, Property Institute (TPI) or IRPM membership (desirable)
Remuneration & Benefits
Base Salary: £27,000 – £30,000 (Competitive range)
- Bonus Scheme: Discretionary, tied to performance and company health
- Annual Leave: 25 days + UK Bank Holidays
- Additional Benefits Package:
- Private Health Insurance
- Nest Pension Scheme
- Cycle-to-Work Scheme
- Company Sick Pay
Working Hours & Location
- Weekly Schedule: 5-day workweek (40 hours), including weekend work (Saturday and Sunday)
- Possible shift patterns: 8am-5pm, 9am-6pm or 10am-7pm
- Off-duty blockchain: Rotating with a set quota under the weekend schedule
- Location: On-site Vantage Tower, Southampton
All employees will be expected to work border-crossing hours to accommodate business needs and resident schedules.
Equal Opportunities Statement
CompassRock is committed to equality, diversity, and accessibility in the workplace. We welcome and celebrate all applicants, ensuring a fair and inclusive hiring process. Reasonable adjustments are made available to support all candidates equally. No application will be overlooked based on protected characteristics.
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