Resident Services Ambassador

Your opportunityAs the Resident Services Ambassador, you 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 a permanent part time role, working 4 days a week which includes a Saturday.ResponsibilitiesDeliver key customer moments that deliver the LIV Brand Promise and LIV Customer Charter CommitmentsGuide customers through the customer journey from initial inspection, to move in, building orientation, rental payment and complaint supportManage the resident move in and out experience including pre-move communications, apartment checks, arrival and orientation, pre-departure inspections and condition reportsSupport 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 strategiesImplement the Resident Community Program for the asset and associated event calendar, with positive promotion of initiatives to deliver increased resident engagement and retentionLead site inspections and work with the wider asset team(s) to implement any required initiatives to drive excellence in presentation, performance and safety standardsConduct regular property inspections in accordance with the Residential Tenancies Act and other legislative requirementsMaintain 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 ariseAccurately 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 requiredEnsure accuracy of data across all systems to deliver customer insights and support data led decision makingSupport the onsite team with general administrative tasks and keep the office running smoothly as requiredActively contribute to project working groups across the business that deliver tangible outcomes for the divisionWork 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 learningsChampion the consistent application of the key Mirvac values, leading by example and promoting a high-performing and collaborative environmentAbility to work evenings, weekends, public holidays and across multiple assets as requiredAssist with any projects or undertake additional duties as requiredYour point of difference3+ years of experience in asset management or hospitalityDemonstrated experience in high-volume customer-facing and administrative roles is highly desirableProven stakeholder engagement abilitiesDemonstrated experience dealing with customer complaints and solving problems with positive resultsHigh level of IT proficiency, with Salesforce and StarRez experience desirableReal Estate Agent or Assistant Agent License (required)First Aid Certificate (desirable)Responsible Service of Alcohol Certificate (desirable)A willingness to always go above and beyond and provide an exceptional experience to our residentsA customer-centric focus with the ability to develop and maintain exceptional stakeholder relationships, and liaise with people at all levelsExceptional organisational skills with the ability to prioritise work effectively, ensuring deadlines are achieved on timeAbility to adapt to change, deal with ambiguity and complexityProactive and self-motivated mindset, with the ability to solve issues as they arise and to improve system and process efficiencies and effectivenessA commitment to quality, professionalism, confidentiality and attention to detailExceptional communication (written & verbal) and interpersonal skills
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