Residential Services Ambassador

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 offer a number of competitive and unique benefits for permanent employees including:
$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 a Resident Services Ambassador, be the face of our premium Built to Rent asset LIV Munro, based at Queen Victoria Markets. Be the go-to person for the on-site team and act as the first point of contact for customers.
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).
Weekday and weekend work is required for this position.
**Your responsibilities will include**:
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
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
Demonstrated experience in high-volume customer-facing and administrative roles is highly desirable
Experienced in dealing with customer complaints and solving problems with positive results
High level of IT proficiency, with Salesforce and StarRez experience desirable
**The following certifications are desirable**: Real Estate Agent or Assistant Agent License, First Aid Certificate, Responsible Service of Alcohol Certificate
A willingness to 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
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
All of these attributes are preferred, if you think you may be the right fit for the role please still apply