Resident Services Ambassador

4 days ago

City of Merribek, Australia Mirvac Full time

Mirvac's people are our most valuable asset. We are proud to have built a culture of inclusivity, innovation and collaboration, becoming a place where people genuinely want to work.

We also offer a number of competitive and unique benefits for permanent employees including:

  • Flexible Work Arrangements
  • $1000 of Mirvac Securities Annually
  • Leadership and Professional Development Programs
  • Generous Parental & Partner Leave Policy
  • Unlimited Volunteer Leave and National Community Day
  • Mirvac Pride Committee

Mirvac is an Australian property group with a clearly defined purpose to 'reimagine urban life'. For over 50 years, we've dedicated ourselves to shaping Australia's urban landscape. Our evolution has been significant, growing from a small joint venture to a thriving ASX-listed property group that leads the way in sustainability, innovation, safety and placemaking.

Our opportunity

As aResident 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 (internal and external).

This role will be based at LIV Albert Fields located in Brunswick

In this role you will:

  • 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

The ideal candidate will be customer-centric with the ability to maintain exceptional stakeholder relationships and liaise with people at all levels. With a proactive and self-motivated mindset, you have the ability to solve issues as they arise and to improve system and process efficiencies and effectiveness. You have exceptional interpersonal skills to navigate customer queries and complaints to solve problems with positive outcomes. You will have prior experience working in asset management or hospitality, ideally in a high-volume customer-facing and administrative role. Attention to detail, commitment to quality, professionalism and confidentiality are a must. A high level of IT proficiency is desirable (Salesforce, StarRez).

The following certifications are desirable: Real Estate Agent or Assistant Agent License, First Aid Certificate, Responsible Service of Alcohol Certificate.

All of these attributes are preferred, if you think you may be the right fit for the role please still apply.

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