Resident Services Ambassador

As the Resident Services Ambassador you will provide an exceptional customer experience and deliver the LIV Brand Promise by executing on the LIV Customer Charter commitments, working closely with team members to ensure seamless coordination of services and a unified customer experience, and build strong relationships with key stakeholders. This role will be based from our premium Build to Rent asset, LIV Aston in Docklands.

Your responsibilities will include:

• Deliver key customer moments that deliver the LIV Brand Promise and LIV Customer Charter Commitments

• Guide customers through the customer journey from initial inspection, to move in, building orientation, rental payment and complaint support

• Manage the resident move in and out experience including pre-move communications, apartment checks, arrival and orientation, pre-departure inspections and condition reports

• Support the leasing process in line with the Strategic Asset Plan to maximise returns and mitigate downtime, including conducting leasing inspections and actively engaging with residents on retention strategies

• Implement the Resident Community Program for the asset and associated event calendar, with positive promotion of initiatives to deliver increased resident engagement and retention

• Lead site inspections and work with the wider asset team(s) to implement any required initiatives to drive excellence in presentation, performance and safety standards

• Conduct regular property inspections in accordance with the Residential Tenancies Act and other legislative requirements

• Maintain a visible presence onsite and provide residents with an energetic, efficient and memorable experience when responding to requests, and resolving problems and concerns as they arise

• Accurately log, triage and respond to resident complaints and interactions, feedback and requests to support customer NPS, and ensure assignment to the appropriate person where escalation is required

• Ensure accuracy of data across all systems to deliver customer insights and support data led decision making

• Support the onsite team with general administrative tasks and keep the office running smoothly as required

• Actively contribute to project working groups across the business that deliver tangible outcomes for the division

• Work collaboratively with team members and internal stakeholders to ensure system/data integrity, efficient information flow and to drive portfolio wide excellence and efficiencies through consistency of approach, reporting and transfer of experiences and learnings

• Champion the consistent application of the key Mirvac values, leading by example and promoting a high -performing and collaborative environment

• Ability to work evenings, weekends, public holidays and across multiple assets as required

• Assist with any projects or undertake additional duties as required

Your point of difference

• 3+ years of experience in asset management or hospitality

• Real Estate Agent or Assistant Agent License is required

• Demonstrated experience in high-volume customer-facing and administrative roles is highly desirable

• Proven stakeholder engagement abilities

• Demonstrated experience dealing with customer complaints and solving problems with positive results

• High level of IT proficiency, with Salesforce and StarRez experience desirable

• First Aid Certificate is desirable

• Responsible Service of Alcohol Certificate is desirable

• A willingness to always go always go above and beyond and provide an exceptional experience to our residents

• A customer-centric focus with the ability to develop and maintain exceptional stakeholder relationships, and liaise with people at all levels

• Exceptional organisational skills with the ability to prioritise work effectively, ensuring deadlines are achieved on time

• Ability to adapt to change, deal with ambiguity and complexity

• Proactive and self-motivated mindset, with the ability to solve issues as they arise and to improve system and process efficiencies and effectiveness

• A commitment to quality, professionalism, confidentiality and attention to detail

• Exceptional communication (written & verbal) and interpersonal skills