Resident Service Associate

Temporary Resident Host, LeatherheadSite: LeatherheadReports to: Resident ManagerContract: Temporary, covering the period while a permanent Resident Manager is recruited (through to Christmas, with potential to extend)Hours: Monday to Saturday, 9:00am to 6:00pm. One Saturday per month (possibly two initially), with Sunday and Monday off after a Saturday shiftStart date: Monday of next week, with handover training Wednesday to Friday of the week before if availableThe OpportunityWe are currently recruiting on behalf of our client, a well-regarded residential operator based in Leatherhead, for an experienced Temporary Resident Host to join their on-site team. The development is a busy, high-profile community of 214 apartments where residents expect a five-star, hotel-style service, and you will be the friendly face of the building.This is a fast-paced, resident-facing role, and our client is looking for someone who can start quickly and hit the ground running. You will have strong on-site support from the Resident Manager, Neighbourhood Manager, maintenance, housekeeping and night caretaker teams, but the successful candidate will need to be proactive and confident working without close supervision.The RoleProvide a warm, professional front of house and reception service to residents, visitors and contractors, in person and by phoneManage the post room, ensuring parcels and deliveries are logged, stored and collected efficientlyMonitor and respond to resident emails and queries in HubSpot (typically 20 to 30 per day), resolving issues promptly or escalating where appropriateHandle resident concerns and complaints calmly and professionallyManage resident expectations clearly and diplomatically while maintaining positive relationshipsKeep reception, communal areas and the office clean, tidy and presentable at all timesPlan and organise the Christmas programme of resident events, including preparation and readiness for the tree installation and festive decorationsLiaise with maintenance, housekeeping, night caretaker and wider operations teams to ensure issues are logged and followed upCarry out opening and closing duties, including closing reception and the office at the end of the shift before the night team begins at 7:00pmSupport the Resident Manager and cover management duties as directed, particularly during periods of leaveWhat Our Client Is Looking ForEssentialProven customer service, front of house or reception experience (a hotel or hospitality background is welcome)Excellent verbal and written communication skills, with fluent EnglishA polished, personable approachStrong organisational skills and the ability to prioritise a busy workloadProactive and self-motivated, able to work independently with minimal handholdingConfident using IT systems and comfortable learning new platforms such as HubSpotFlexibility to work Saturdays on a rota basis and to provide additional cover before ChristmasDesirableExperience in residential property management, build-to-rent or serviced apartmentsExperience organising eventsLocal to Leatherhead or with straightforward travel links (the site is a 5-minute walk from the station)Personal AttributesResilient, calm under pressure and solution-focusedWarm, approachable and diplomaticReliable, punctual and well presentedTakes ownership and follows tasks through to completionAdditional InformationLimited on-site parking is available. A space cannot be guaranteed, but one will be allocated where possible.Immediate or very short notice availability is strongly preferred.