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Residential Services Assistant

Up to £23,500 DOE
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Residential Services Assistant – Newcastle

This an exciting opportunity to help manage one of the most exclusive residential buildings in the North East, which is owned and managed by an award-winning FTSE 250 property company!
As the Resident Services Assistant you will play an integral part in the day to day life of the residents. Ideally you will have previous experience in Lettings within the BTR or PBSA sectors and have amazing customer service skills!

Being the largest registered “landlord” in the country, this very successful but still growing business promote diversity within their organisation and are also doing all they can to create more diversity and inclusion within the property sector as a whole.



  • Deliver customer service strategy and deliver service to agreed standards
  • Increase resident satisfaction with service delivery
  • Deliver high-quality resident services
  • Encourage and support resident engagement
  • Build good relationships with external partners
  • Carry out services such as meet & greet, reception, parcel handling, inspections, lettings viewings and ad-hoc tasks, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person
  • Ensure the resident move in and move out process is seamless to include property checks
  • Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service
  • Handle day to day enquires from residents and complaints escalating where required
  • Manage & co-ordinate resident bookings of amenity space and cleaning as required
  • Assist in the smooth running of the letting process from offer acceptance to move-in and settling of new tenants
  • Liaise & book contractors, cleaning and maintenance operatives
  • Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented and targets are achieved
  • Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required
  • Prepare and update all local information and resident handbook content
  • Identify opportunities for enhanced service delivery to optimise customer experience
  • Meet & Greet residents and handle complaints to an effective resolution
  • Host & attend regular events for residents, ensuring that events are run smoothy and marketed effectively through social media and other methods of communication
  • Prepare and ensure the delivery of shift handover documents
  • Log all, distribute and receipt keys, parcels and visitors
  • Assist with drafting the Resident Service budget, monitoring it regularly and ensuring expenditure is within target
  • Any ad-hoc tasks as requested by the Resident Services Manager, including, but not limited to general site cleaning, litter picking and carrying out “building walks” to review cleanliness and where appropriate addressing all areas that need tidying up or cleaning
  • Respond to out of hours emergency calls in absence of manager



  • Previous experience working in property or hospitality is essential
  • Strong experience working at business/private events would be beneficial
  • Previous experience of working in a team
  • Qualifications in property or customer service would be advantageous
  • Previous experience of working towards and achieving targets
  • A good communicator with strong interpersonal skills, including the ability to listen
  • Well-groomed and professional appearance
  • Passionate about customer service
  • Ability to build relationships and work collectively with colleagues
  • Demonstrable ability to think creatively and embrace new challenges daily
  • Goal-focused, positive and resilient with the determination to support the organisation in delivering exceptional outcomes for its residents and communities


On offer

  • Up to £23,500 annual salary depending on experience
  • Group bonus scheme
  • Monday - Saturday shift pattern, approx. 1 in 4 Saturdays to work, with the hours of 08:00 – 20:00 being covered with an eight hour working day
  • 24 days plus bank holidays
  • Excellent pension scheme (Employer doubles employee contribution of up to 10%)
  • On site Mental Health First Aider
  • Medical, Travel and Life insurance
  • Childcare and Cycle to work schemes
  • Cash Back plan
  • Share schemes
  • + many more!!
Matthew Iles
Managing Consultant
07395 274 601
0330 058 1020

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The Ambitious Group

Knaresborough Technology Park,
Manse Lane, Knaresborough,
North Yorkshire, HG5 8LF
Incorporated in England and Wales under number 11070548
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