Resident Services Associate

Job Description

Build Your Future with Colby River

We shape the landscape of UK real estate through investment, development, and property management across residential communities.

About the Role

We are pleased to offer an opportunity to join our team at Granary Quay, our impressive 342 home Build to Rent development in Glasgow, as a Resident Services Associate on a fixed term basis until 30 September 2026. As part of the on site Resident Services Team, you will play a key role in delivering an exceptional resident experience, acting as one of the first points of contact for residents, prospective residents and visitors. This varied role combines customer service, resident engagement, leasing support and day to day operational responsibilities, helping ensure Granary Quay remains a welcoming, safe and vibrant community.

Working Pattern

32 hours per week across 4 days on a flexible rota.

Shifts are 8 hours in length plus a 1 hour unpaid lunch break and will be scheduled between:

• 7:30am – 4:30pm
• 10:30am – 7:30pm

Some weekend working may be required as part of the 4 day rota.

Contract

Fixed Term Contract until 30 September 2026.

Key Responsibilities

Customer Service & Resident Engagement

• Deliver a consistently high standard of customer service to residents and guests
• Act as a first point of contact for all resident enquiries, resolving or escalating as appropriate
• Proactively gather and respond to resident feedback, actioning requests where possible
• Manage incoming and outgoing post and parcels
• Coordinate bookings and ensure presentation of resident amenity spaces
• Handle noise complaints and escalate where necessary
• Support the creation of a strong community through resident engagement, events and communication initiatives
• Assist with resident communications, including social media and resident portals
• Support and deliver resident events, open days and third party service offerings
• Review customer feedback and surveys, identifying opportunities for continuous improvement

Leasing Support

• Conduct property and apartment viewings for prospective residents
• Assist in qualifying enquiries and supporting the leasing process
• Ensure applicants meet compliance requirements, including Right to Rent and KYC checks
• Coordinate move ins, including inventories, meter readings and key handovers
• Manage parking allocations and maintain accurate records
• Support tenancy inspections (mid term and check out) and action inventory feedback
• Assist with rent and parking charge collection in line with credit control processes

Safety, Maintenance & Administration

• Log and monitor maintenance issues, ensuring timely resolution in line with service levels
• Liaise with the Facilities Management team to prioritise and close repair requests
• Conduct regular security walks and building inspections
• Ensure the building remains secure and compliant at all times
• Support health and safety compliance, including system testing and amenity checks
• Maintain accurate records of contractor visits, permits to work and daily activity logs
• Ensure communal areas are well maintained, clean and presentable

About You

We are looking for an enthusiastic, customer focused individual with a proactive approach and a passion for delivering outstanding resident experiences. You will be confident engaging with a wide range of people, able to handle queries professionally and capable of managing challenging situations with a calm and solutions focused mindset. You will be highly organised, able to prioritise effectively and comfortable working in a fast paced environment where no two days are the same. A positive attitude, strong communication skills and the ability to work both independently and as part of a team are essential. You will take pride in your work, maintain a professional appearance and consistently strive to improve both your own performance and the overall resident experience.

Desirable

• Experience in residential lettings, property management or Build to Rent (BTR)
• Knowledge of tenancy processes, compliance requirements, inventories and inspections
• Familiarity with property management systems or booking platforms
• Industry qualifications such as ARLA or IRPM, or a willingness to work towards them
• Understanding of health and safety or facilities management processes

Essential

• Previous experience in a customer facing role, ideally within property, hospitality or a similar environment
• Excellent communication and interpersonal skills
• Strong organisational skills with the ability to manage multiple tasks
• Ability to remain calm and professional when handling complaints or challenging situations
• Proficient in Microsoft Office including Word, Excel and Outlook
• Comfortable using systems and databases
• Strong attention to detail and ability to follow processes and compliance requirements

What We Offer

• Competitive salary
• Employer matched pension scheme
• Life Insurance
• Generous annual leave entitlement, with the option to buy more
• Cycle to Work scheme
• Retail, leisure and lifestyle discounts
• Employee wellbeing support