JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
POSITION OVERVIEW
Lead the delivery of exceptional resident services for a premium Build to Rent community. Deliver key resident experiences that align with brand expectations, driving resident satisfaction, retention, and community engagement, while ensuring full compliance with the residential tenancy legislative framework.
KEY RESPONSIBILITIES
Resident Experience & Customer Excellence:
Lead the resident journey—from leasing to long-term living—creating experiences that feel personal, seamless, and welcoming.
Support the leasing process to maximise returns and minimise vacancy, including conducting inspections and actively engaging residents on retention strategies.
Maintain a visible on-site presence and deliver an energetic, efficient approach, ensuring memorable experiences across all resident journey touchpoints; proactively resolve issues and concerns.
Embody and deliver service standards that exceed resident expectations and drive positive reviews and referrals.
Take initiative to ensure all interactions with residents and stakeholders are positive and productive.
Liaise with the Community Manager to manage resident communications, including newsletters, digital platforms, and feedback systems (e.g. surveys).
Coordinate with Leasing and Facilities teams to ensure seamless resident move-in and move-out processes.
Implement proactive resident retention strategies through engagement and service excellence.
Tenancy Management & Compliance:
Maintain a strong understanding of leasing functions, ensuring all matters are handled promptly and professionally.
Oversee accurate tenancy record keeping, lease administration, and documentation management.
Monitor routine inspection schedules and ensure timely completion.
Conduct entry and exit inspections with proper documentation and follow-up actions.
Collaborate with the Leasing team on lease renewal strategies, planning, and delivery, ensuring rental yield optimisation.
Contribute to setting rental rates in conjunction with the Leasing team.
Assist in identifying ancillary revenue opportunities while enhancing resident value and experience.
Liaise with the Maintenance Manager to ensure all maintenance requests are properly logged and resolved within a reasonable timeframe.
Ensure all bonds are correctly lodged for tenancy agreements.
Manage bond refunds at the end of tenancies, ensuring timely finalisation and cost recovery where applicable.
Handle escalated resident concerns with strong negotiation and conflict resolution skills while adhering to tenancy regulations.
Represent the property owner at QCAT tribunal hearings and other legal proceedings as required.
Implement and monitor arrears management strategies to meet key performance indicators (KPIs).
Community Engagement:
Play an integral role in planning and delivering resident events, activities, and initiatives that activate spaces and build community.
Design and implement programs that foster resident connections and enhance the living experience.
Work with the Community Manager to develop partnerships with local businesses and service providers to enhance resident lifestyle offerings.
Operational Excellence & Risk Assessment:
Ensure compliance with workplace health and safety requirements across all operations.
Maintain strict confidentiality of sensitive management and resident matters.
Monitor and report on service delivery metrics and operational performance.
Communication & Reporting:
Actively contribute to weekly property team meetings, ensuring alignment and sharing resident feedback insights.
Assist in preparing comprehensive reports on resident satisfaction and feedback for stakeholders.
Compile reports on portfolio performance, including management numbers, vacancies (current and upcoming), lease breaks, and arrears.
Communicate effectively, both written and verbal, with all stakeholder groups.
Actively listen to feedback and implement improvements through decisive action.
Coordinate with leasing teams to ensure accurate rent roll management and reporting.
Success Metrics:
High resident satisfaction scores and positive feedback ratings
Strong resident retention rates and low turnover
Arrears maintained within agreed KPI thresholds
Full compliance with residential tenancy legislation and safety requirements
Timely and accurate completion of operational tasks
Positive stakeholder relationships and strong collaboration
High levels of community engagement and event participation
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
