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Resident Services Associate
Resident Services Associate
Location: Glasgow Contract Type: Full-Time, Permanent
About the Role
We’re looking for an out-going, talented individual to join our team as a Resident Services Associate in Glasgow. You’ll work across two luxury-built student accommodation schemes, with a combined capacity of 1,011 beds in the city’s vibrant West End area.
As a key member of Downing, an award-winning UK property development and management company, you’ll have the chance to make a real difference in ensuring exceptional resident-led services across our bespoke luxury residential properties and student accommodation.
About Downing
Operating for over 35 years, Downing is a leading developer, owner, and operator of:
- Bespoke luxury student accommodation
- Residential and commercial property
We currently manage 14 operational student accommodation schemes across 10 major UK cities, with more exciting projects under construction.
The Responsibilities
The Resident Services Associate is the first point of contact for residents and visitors, acting as a brand ambassador for Downing.
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Key Tasks Include:
- Providing front-of-office support, ensuring exceptional customer service at all times
- Managing the company’s booking and CRM system, updating records accurately
- Supporting customer showrounds to maximise occupancy rates
- Enforcing company policies and procedures to maintain high-quality service standards
- Addressing enquiries, complaints, and concerns professionally, following resolution protocols
- Creating a friendly, safe, and supportive environment for students, promoting wellbeing and communication
- Gathering student feedback to continually improve service quality
- Organising fun and diverse events for students, including coordinating open days
- Maintaining average review scores above 4 stars across platforms
- Supporting Student Welfare, liaising with external specialists when needed
- Ensuring compliance with Health & Safety regulations
- Managing incoming post and deliveries efficiently
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Key Requirements
- Experience in a customer-facing role (accommodation, hospitality, retail preferred)
- Outstanding customer service skills, with excellent verbal and written communication
- The ability to think quickly on your feet and maintain a professional demeanour
- Smart presentation and tech-savvy (proficient in Microsoft Office and social media platforms)
- Enthusiasm for building strong resident relationships
Hours & Flexibility
- 40 hours per week, Monday to Friday (rotating shifts: 8:00am–5:00pm or 9:00am–6:00pm)
- 1 in 4 Saturdays (with a lieu day the following week)
- Overtime required during busy student turnaround periods and check-in weekends
Benefits Package
Working for Downing means benefiting from a supportive, passionate team in fantastic environments:
- Competitive salary
- 25 days’ holiday, plus bank holidays
- Paid overtime
- Pension scheme & Life Insurance
- Employee Assistance Scheme
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