Resident Experience Team Member

The Company

Found is the exclusive in-house operator of market leading UK developer FEC… so you just know it’s gotta’ be good right?

And we are on a mission… to be the no.1, experience led, brand-centric 360 lifestyle operator in the UK. Not just for a ‘time in life’, but for a lifetime. If you aren’t up for that, no problem, but now is the time to stop reading.

Still with us? Great. Let’s get into it. 

We’re actually pretty special… totally unique to the market, we are the only operator across residential and commercial markets, encompassing block, property, asset, lettings, green space and estates management. We are into every inch of it. 

We are obsessed with experience led living, and we view every touch point with our customers as an experience to maximise and as an opportunity to add value. From greeting our residential customers at the door at the end of every day, to supporting our commercial clients in their own growth, to onboarding and viewing - we sweat the small stuff, ensuring our buildings, homes, neighbourhoods and green spaces come to life.

Found isn't here to be another ‘me too’ operator. We are here to collaborate, innovate, pioneer, unite and progress. To drive the market forward and set new benchmarks in the UK property market. When they ‘zig’ we… say “That’s silly, what are you zigging for?”. We keep it real, by being good to do business with, and providing a great service. Simple really. 

Why? Above all else, for experience. 

The Role

We are looking for someone who embodies our brand values, wants to get stuck in, and help make the magic happen.

We are looking for standout team members who have a true passion for delivering exceptional customer service and creating unforgettable living experiences for our residents. The perfect candidate thrives under pressure, fostering a positive and welcoming community atmosphere. They will be there for our residents, handling any communication and supporting with our community events.

Excited? You should be.

So what's the gig?

The remit of the Resident Experience Team Member will include the following, but as a business we are about mucking in, pushing forward and making great things happen, although this list of responsibilities should give you a great idea of the opportunity. 

• Complaints? No problem: Tackle resident issues head-on and turn frowns upside down with stellar solutions.
• Resident Interaction: Engage with residents, ensuring their voices are heard, listening to their feedback and ideas to review service delivery and enhance community events.
• Make magic happen: Assist or lead exceptional onsite events that not only deliver a top-tier service but with a focus on reviews to enhance our brand reputation.
• Onsite Vibes: Keep the property looking sharp and running smoothly, ensuring its always in top-notch condition.
• Property Patrol: Conduct regular property checks to ensure everything is in prime condition and up to our high standards.
• Boosting Resident Happiness: Ensure prompt and effective responses to resident questions, requests, google reviews and feedback.
• Creating Memorable Experiences: Lead in delivering exceptional experiences that exceed resident expectations.
• Apartment Sidekick: Assist with managing and maintaining apartments to ensure a seamless and enjoyable living experience for everyone.
• Adaptability Extraordinaire: Dive into new challenges with a hands-on approach, tackling challenges and processes before they even get a chance to become a problem.
• Idea Innovator: Speak up with fresh ideas and clever solutions to keep things running smoother than ever.
• Excellence Enthusiast: We’re on a mission to be the best in the industry, and we want you on this epic journey. We don’t just say thanks—we celebrate your awesomeness with rewards.
• Paperwork Wizard: Master the art of organization with a knack for handling paperwork, filing and record keeping, turning a mountain of documents into a perfectly ordered masterpiece.
• Brand Ambassador: Represent our brand with flair and consistency, making sure every interaction shines.
• Maintenance Maestro: Jump into action for maintenance needs and keep everything running without a hitch.
• Safety Superstar: Have a solid understanding of health and safety regulations, to keep everyone safe and sound.
• Keeper of secrets: Safeguard sensitive information with expert discretion, ensuring that every confidential detail stays secure and private.

Personal Specification 

We need someone who has passion and experience in delivering exceptional customer service, that is above all else for a range of customers, ideally within the residential sector.

Having the experience is important - but being the right fit is crucial, bring your personality, but hold the ego, these are the traits we wanna’ see in you.

• Able to work with autonomy and demonstrate initiative
• An inspiring team player
• Bring and champion market best practice
• Up for change and can adapt easily
• Thrives in a fast-paced environment
• Confident and proactive approach
• The highest level of communication skills with the ability to be able to negotiate with a range of stakeholders including customers and internal teams
• An ethos of continuous improvement

As much as we want you to love working with us, we don’t expect you to do it for nothing, here is what’s in it for you.

• Competitive salary
• 25 days annual leave
• Pension Scheme
• Family friendly policies
• Gym membership discounts, cycle2work, health cash plans and more

Equal Opportunities

It is the Company's policy to treat all employees and job applicants fairly and equally regardless of their gender, marital or civil partnership status, race, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. Furthermore, the Company will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds.

The policy applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment. The Company regularly reviews its procedures and selection criteria to ensure that individuals are selected, promoted and otherwise treated according to their relevant individual abilities and merits.

The Company is committed to the implementation of this policy and to a programme of action to ensure that the policy is, and continues to be, fully effective. All staff are required to comply with the policy and to act in accordance with its objectives so as to remove any barriers to equal opportunity. Any act of discrimination by employees or any failure to comply with the terms of the policy will result in disciplinary action.

Please Note: Duties and responsibilities highlighted in this Job Description are indicative and may vary over time. Post holders are expected to undertake other duties and responsibilities relevant to the nature, level and extent of the post and the grade has been established on this basis.