Resident Service Associate

Housdenrecruitment; City of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading rental housing provider in London is seeking a Resident Service Associate. In this role, you'll be the first point of contact for residents, driving leasing performance while delivering exceptional customer service in a fast-paced environment. Ideal candidates will have a track record in sales, be highly customer-focused, and thrive in a target-driven setting. Join a team dedicated to creating a seamless renting experience.

Qualifications

• Thrive in a target-driven sales environment.
• Motivated to achieve and exceed goals.
• Highly customer-focused and recognize the importance of interactions.
• Strong communication skills and ability to adapt.
• Organized and comfortable managing multiple priorities.

Responsibilities

• Drive leasing performance by converting enquiries into signed leases.
• Respond promptly to leads and schedule viewings.
• Work collaboratively with on-site team for strong operational performance.
• Provide front-of-house service greeting residents and visitors.
• Conduct viewings and ensure show homes are tour-ready.

Skills

Customer-focused

Sales capability

Communication

Organization

Team player

Job description

About the Organisation

This rental housing provider is a dedicated build-to-rent (BTR) offering from a long-established property group with decades of experience designing high-quality homes and communities. Focused on modern living, the organisation delivers beautifully designed rental homes supported by a strong commitment to service, care, and attention to detail.

Its developments are located within well-connected neighbourhoods, offering residents thoughtfully designed apartments, curated amenities, landscaped public spaces, and excellent transport links. The aim is to create a seamless, stress-free renting experience where flexibility meets the reassurance of a trusted professional landlord.

At the heart of the organisation is the belief that renting should be effortless, enjoyable, and well supported. They simplify processes, anticipate resident needs, and foster warm, welcoming communities — setting a new benchmark for quality and service within the rental sector.

The Role

This is an exciting opportunity to join a new BTR development launching in Spring 2026.
As a Resident Service Associate (RSA), you will be the welcoming and friendly face of the community — the first point of contact for prospective renters and existing residents. You will play a key role in achieving leasing targets while delivering exceptional customer service at every interaction.

This is a fast-paced, front-of-house, sales-driven role where no two days are the same. You’ll combine the energy of a motivated sales professional with the warmth and attentiveness of a hospitality-focused customer service specialist.

The RSA will take ownership of their responsibilities and work closely with the on-site team to ensure KPIs are achieved across leasing, arrears, budgeting, and health & safety compliance.

Key Responsibilities

• Drive leasing performance by capturing, nurturing, and converting enquiries into signed leases.

• Respond promptly to leads within the property management system, scheduling viewings and negotiating deals with warmth and professionalism.

• Work collaboratively with the on-site team to deliver strong operational and leasing performance.

• Provide a welcoming front-of-house service, greeting residents and visitors and handling walk-in enquiries.

• Conduct viewing appointments in line with company standards.

• Show strong sales capability with motivation to meet and exceed leasing targets.

• Deliver a seamless, high-quality customer journey for prospects and residents.

• Support resident retention initiatives by helping deliver events, offers, and engagement activities.

• Ensure show homes are tour-ready each day.

• Prepare welcome packs and conduct check-in/check-out inventory reports.

• Plan and deliver engaging resident experience events to build a strong community.

• Maintain the concierge area, ensuring it is well managed and always presentable.

• Oversee deliveries, ensuring they are received and stored safely.

• Assist with tasks assigned by the General Manager to support smooth operations.

• Ensure communal areas and available apartments are clean and well presented.

• Support unit turns in line with agreed SLAs and manage the move-in/move-out process.

• Monitor local market competitors and share insights with leasing/marketing teams.

• Immerse yourself in the local community to gather information relevant to residents.

• Maintain regular resident communication through appropriate channels.

• Capture resident feedback and share insights with the wider team.

• Follow all security and emergency procedures, reporting concerns where necessary.

About You

• You thrive in a target-driven sales environment and enjoy delivering a five-star resident experience.

• Motivated by achieving and exceeding goals, with a strong track record in sales.

• Highly customer-focused, recognising the importance of every interaction.

• A confident, natural communicator who adapts easily to different people and situations.

• Organised, proactive, and comfortable managing multiple priorities in a busy setting.

• A strong team player who also takes ownership and accountability.