Resident Service Agent

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Resident Service Agent

Main duties of role
To provide a warm and courteous welcome to all residents and visitors

To actively engage with residents, visitors, colleagues, and contractors to provide a seamless experience for residents

To co-ordinate day-to-day operations ensuring quality and service delivery always meet and exceed resident’s expectations

To anticipate residents’ needs by engaging and asking questions to understand those needs to be able to adapt services to those needs when required

Assisting residents moving into their apartment and completing apartment and appliance inductions as required

Supporting residents when moving out, ensuring all reports are filed, maintenance is actioned and deposit recommendations are made

Interact with customers to obtain feedback on the quality of product, service levels and overall satisfaction levels

Ensure a great working relationship is maintained with the client

Any other reasonable tasks asked to be performed by the management according to changing business needs

People and interpersonal skills
Excellent communication skills and able to display sensitivity and understanding of resident’s needs.

Excellent customer relations skills, a welcoming nature and plenty of energy & enthusiasm

Must be pro-active and able to use initiative to enhance the reputation of the building

Professional presentation, confident and outgoing nature

Well organised, ability to prioritise, problem-solve and work under pressure

Attention to detail to ensure high levels of customer service and maintaining and managing the building to an immaculate standard

A great team player who takes ownership and responsibility

Knowledge
A good level of education with strong written and verbal communication skills

A sound understanding of Health and Safety principals, methods and assessments

Good level of computer literacy including Microsoft Word, Excel and Outlook

Understanding of exceptional customer service delivery

Building Maintenance / Health and Safety / Fire Safety
Supporting residents with any queries and ensuring any maintenance reports are actioned quickly and efficiently

Undertaking daily and weekly inspections of building

Co-ordinating spot cleaning and addressing any clean up issues as they arise

Co-ordinating all day-to-day site services and sign-off in accordance with JLL Management policies

Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with JLL Management procedures

Recording all safety checks, contractor visits and completing on-site reports including daily activity logs

Establishing and developing working relationships with suppliers and contractors

Follow site-specific procedures for handling emergency situations

Identify and correct unsafe work procedures or conditions and report then to management

To carry out regular site walks and security checks of the building, reporting and logging any details as required

Report work-related accidents or other injuries immediately upon occurrence

Follow client and site safety and security policies and procedures to maintain a clean, safe and secure environment

Maintain awareness of suspicious persons on property premises

Administration
To maintain an organised and tidy work area including reception area, lobby, and resident floor corridors

Protect the privacy and security of the client, residents, visitors, and colleagues

Maintain confidentiality of proprietary materials and information

Ensure personal appearance is following company policy

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If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.