Resident Service Agent

Overview

JLL empowers you to shape a brighter future. Our people shape the future of real estate by combining world-class services, advisory, and technology for our clients. We are committed to hiring the best talent and empowering them to thrive, grow meaningful careers, and belong. Whether you have experience in commercial real estate, skilled trades, or technology—or you want to apply your experience to a new industry—join our team as we help shape a brighter way forward.

Location

On-site – London, GBR. Sugar House Island, Stratford, London, is a prestigious mixed-use development containing a Build to Rent scheme managed by JLL. This canal-side neighbourhood features varied use-types designed for people to reside, work, and socialise within a vibrant living and commercial environment. Located in a well-connected East London location, Sugar House Island brings together a growing community amongst Newham’s network of waterways, combining modern architecture with retained industrial heritage features.

Role

Resident Service Agent – Sugar House Island, London

Main duties of role

• Provide a warm and courteous welcome to all residents and visitors.
• Actively engage with residents, visitors, colleagues, and contractors to deliver a seamless resident experience.
• Coordinate day-to-day operations to ensure quality and service delivery meets and exceeds resident expectations.
• Anticipate residents’ needs by engaging and asking questions to tailor services accordingly.
• Assist residents moving into their apartment and complete apartment and appliance inductions as required.
• Support 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.
• Maintain a great working relationship with the client.
• Perform any other reasonable tasks requested by management according to changing business needs.

People and interpersonal skills

• Excellent communication skills with sensitivity and understanding of residents’ needs.
• Strong customer relations, welcoming demeanor, energy, and enthusiasm.
• Proactive with the ability to use initiative to enhance the building’s reputation.
• Professional presentation, confident and outgoing personality.
• Well organized, able to prioritize, problem-solve, and work under pressure.
• Attention to detail to maintain high levels of customer service and keep the building immaculate.
• Team player who takes ownership and responsibility.

Knowledge

• Good level of education with strong written and verbal communication skills.
• Understanding of health and safety principles, methods, and assessments.
• Proficient computer literacy including Microsoft Word, Excel, and Outlook.
• Understanding of exceptional customer service delivery.

Building Maintenance / Health and Safety / Fire Safety

• Support residents with queries and ensure maintenance reports are actioned quickly and efficiently.
• Undertake daily and weekly inspections of the building.
• Coordinate spot cleaning and address any cleanup issues as they arise.
• Coordinate all day-to-day site services and sign-off in accordance with JLL management policies.
• Ensure the building is a safe environment to live and work and is managed per JLL procedures.
• Record safety checks, contractor visits, and complete on-site reports including daily activity logs.
• Develop working relationships with suppliers and contractors.
• Follow site-specific procedures for handling emergencies.
• Identify and correct unsafe work procedures or conditions and report them to management.
• Carry out regular site walks and security checks, reporting and logging details as required.
• Report work-related accidents or injuries immediately.
• Follow client and site safety and security policies to maintain a clean, safe, and secure environment.
• Maintain awareness of suspicious persons on premises.

Administration

• Maintain an organized and tidy work area, including reception, lobby, and resident floor corridors.
• Protect the privacy and security of clients, residents, visitors, and colleagues.
• Maintain confidentiality of proprietary materials and information.
• Ensure personal appearance aligns with company policy.

Application

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

About JLL and Privacy

At JLL, we harness AI to accelerate meaningful connections between candidates and opportunities. We analyze your application for relevant skills, experiences, and qualifications to generate insights about how your profile aligns with the role you’re pursuing.

JLL Privacy Notice

Jones Lang LaSalle (JLL) is a global provider of real estate and investment management services. We protect personal information collected in connection with our recruitment process and retain it as needed for legitimate business or legal reasons. For more information, view our Candidate Privacy Statement.

For additional details, see our career site pages for each country. For candidates in the United States, see our Equal Employment Opportunity policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and provides reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation during any part of the employment process, please email HRSCLeaves@jll.com. This email is solely for accommodation requests. For other inquiries, please contact us via our Contact Us page.