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Resident Services Associate
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Resident Services Associate
Resident Services Associate – Join Colby River’s Growing Team
At Colby River, we are pioneering the future of UK real estate with a strategic, long-term approach to investment management, development management, and property management. Across Multi-Family Living, Single Family Housing (SFH), and Purpose-Built Student Accommodation (PBSA), we deliver sustainable value for investors and exceptional experiences for residents.
We’re shaping the future of residential housing—join us and build your future.
About the Role
As a Resident Services Associate, you’ll be a vital part of our on-site Resident Services Team, serving as the first point of contact for residents and guests. This hands-on, customer-centred role ensures outstanding resident experiences while maintaining high standards in service, operations, and compliance.
We’re looking for a proactive, customer-focused professional who thrives in a dynamic environment. If you thrive on problem-solving, community-building, and delivering exceptional service—this opportunity is for you.
Working Pattern
- Hours: 37.5 per week
- Schedule: Mon–Fri, 08:30–17:00/18:00 (rota basis)
Key Responsibilities
Customer Service & Resident Engagement
- Deliver exceptional customer service to residents and guests
- First-point-of-contact for all resident enquiries—resolve or escalate as needed
- Proactively gather and respond to feedback, acting on requests where possible
- Manage post, parcels, and coordination of amenities bookings
- Handle noise complaints, escalating when necessary
- Foster community engagement through events, communication, and initiatives
- Support resident communication channels, including social media, portals, and events
- Review feedback & surveys, identifying continuous improvement opportunities
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Leasing Support
- Conduct viewings for prospective residents
- Qualify inquiries and assist with the leasing process
- Ensure compliance (Right to Rent, KYC checks)
- Facilitate move-ins, including inventories, meter readings, and key handovers
- Manage parking allocations & records
- Support tenancy inspections (mid-term and check-out) with inventory documentation
- Assist with rent and parking charge collection
Safety, Maintenance & Admin
- Log & monitor maintenance requests for timely resolution
- Liasise with Facilities Management to prioritise repairs
- Conduct security walks & building inspections to ensure compliance
- Maintain health & safety records (gym checks, testing)
- Keep accurate logs of contractor visits, permits, and daily activities
- Ensure communal areas remain clean, well-maintained, and inviting
About You
We’re seeking a motivated, organised, and solution-focused individual with excellent communication and problem-solving skills. A passion for delivering outstanding resident experiences is essential.
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Essential
- Prior customer-facing experience, ideally in property, hospitality, or similar
- Strong communication & interpersonal skills
- Proven organisational ability, with multi-tasking skills
- Calm, professional manner in handling complaints/challenges
- Proficiency in Microsoft Office (Word, Excel, Outlook) and interest in property/management systems
- Attention to detail with strict compliance adherence
Desirable
- Experience in residential lettings, BTR, or property management
- Knowledge of tenancy compliance (Right to Rent, KYC), inventories
- Familiarity with property/booking platforms
- Industry qualifications (e.g., ARLA, IRPM) or commitment to reaching them
What We Offer
- Competitive salary: Up to £26,227.50 per annum
- Employer-matched pension scheme
- Life Insurance
- Generous 25+ days’ annual leave, with additional options
- Cycle-to-Work scheme
- Retail, leisure & lifestyle discounts
- Employee wellbeing support
Why Colby River?
Colby River combines strategic investment, operational excellence, and a long-term vision to shape the future of UK residential real estate. Every contribution—whether operational or strategic—plays a key role in our growth.
Join us and build a successful future in finance-backed real estate.
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