Resident Associate

Quintain Ltd; Wembley; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading property developer is seeking a Resident Associate in Wembley, UK. This role involves supporting the Resident Manager to enhance customer experiences and ensure smooth building operations. Responsibilities include managing resident interactions, assisting with social events, and collaborating with various departments. Ideal candidates should possess strong customer service and teamwork skills, contributing to an excellent living experience for residents. Competitive compensation and a vibrant workplace await.

Qualifications

• Proven customer service skills and ability to interact positively with residents.
• Ability to assist with events and activities in a customer-friendly manner.
• Strong communication skills to liaise with multiple departments.

Responsibilities

• Support the Resident Manager in daily operations.
• Manage and resolve resident feedback and requests.
• Promote ancillary revenue opportunities.

Skills

Customer service skills

Teamwork

Communication

Job description

Quintain Overview:

Quintain is an award-winning mixed-use property developer in the UK and most famous for Wembley Park, one of Europe’s largest and most exciting transformation projects where we have already delivered thousands of homes, shops, offices, restaurants, hotels and cultural venues as well as supporting a growing community of residents and workers.

This world-famous north west London neighbourhood was named one of the “best places to live in 2025” and will be the UK’s largest single site of Build to Rent homes, with over 6,000 apartments to be operated by Quintain Living by 2027. Our team already has over 3,500 exceptional Build to Rent homes within its portfolio across ten unique developments. The benefits of renting with Quintain Living includes no deposits or fees, utilities set up and ready to go, lifestyle-led amenity spaces, flexible leases, app-based tenancy management, resident events and a 24-hour service.

At Quintain we operate in accordance with our five company values: Creative, People-First, Pioneering, Sustainable and Proud and the associated behaviours foster a sense of respect, awareness and belonging across the business.

Job Purpose:

The Resident Associate is responsible for supporting the Resident Manager in ensuring the smooth operation of the buildings and providing an optimal customer experience from move-in, all the way through to move-out. This will involve managing the resolution of all reported issues from residents. This role involves working front of house and will include a lot of resident interaction to enhance resident experience.

Key Accountabilities:

Customer service and Team

• Ensure full knowledge of apartment and communal area systems and operation in order to deliver customer service in line with Quintain Living standards.
• Assist the Events team when needed, to set up and present customer social events & activities.
• Work closely with 3rd party suppliers / in-house departments (i.e. Night concierge, Leasing) supporting the Resident Manager deal with resident requests in line with departmental deadlines escalating more complex customer issues to the Resident Manager as necessary.
• Work closely with the Defects Resolution Team to ensure customer work orders are validated prior to reporting as defects during contractor warranty period, arranging contractor access as required.
• Delivering great customer service while adapting to customer/resident feedback to ensure we consistently strive to deliver on Quintain Living resident engagement targets.

Commercial

• Drive and promote ancillary revenue in line with Quintain Living Targets (i.e. storage pods, lounge hires etc.).
• Network and regularly interact with customers to buildExpires? Wait let’s skip for now but I'll include as normal text.

Operational/Compliance

• Ensure cases received are acknowledged, actioned and closed out within agreed SLA.
• Support Resident Manager to collimplements? Pass.