Summary
Overview
Work history
Education
Skills
Timeline
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Jae Nathaniel Bailey

London,United Kingdom

Summary

Experienced property and residential services professional currently working at Dolphin Square, which is a luxury build-to-rent apartment complex in Pimlico, London. Initially a part of the Operations & Communications team then transitioned to Estate Services & Security Officer. This experience has widened and enhanced my skillset in facilities, resident services, operations, communications and maintenance. Skilled in managing residential relations, tenant relocations, health & safety checks and estate operations. A proven ability to deliver high standards of service and maintain safe and well run properties. Seeking to progress into property or estate management roles where I can contribute my operational/customer service skills, add value and develop within the business.

Overview

11
11
years of professional experience
2019
2019
years of post-secondary education

Work history

Estate Services & Security Officer

Dolphin Square
London
06.2025 - Current
  • Provide Front-Of-House coverage, supporting the Customer Liaison team with resident enquiries in person, by phone and via Email.
  • Conduct routine fire safety checks (AOV's, fire alarms, fire curtains) ensuring full compliance with health & safety protocols.
  • Support residents with minor maintenance issues e.g replacing door fob batteries, troubleshooting, utilities and raising service tickets.
  • Log vehicle registration details, oversee parking compliance and enforce estate policies.
  • Oversee secure parcel handling: collection, logging and distribution to residents.
  • Maintain high standards of customer service, ensuring excellent resident satisfaction across all interactions.
  • Collaborate with Estate Security team to maintain a safe, secure and welcoming environment for residents, staff and contractors.
  • Report resident concerns to Block Management, Front-Of-House and Maintenance teams to ensure smooth operations and timely resolution.



Operations & Communications Coordinator

Dolphin Square
London
11.2024 - Current
  • Manage procurement processes by raising purchase orders.
  • Organise and coordinate events for residents and stakeholders.
  • Respond to resident inquiries, ensuring timely and effective resolutions.
  • Structure and submit weekly reports to senior managers, finance and tenancy teams regarding priority tenant relocations including move details, rent concessions and tenancy types.
  • Completed a short project management course via company portal.
  • Provide weekly updates on vacating units for external contractors to conduct asbestos and other safety checks.
  • Oversee the decanting of priority residents during the restoration process.
  • Conduct apartment viewings and meetings to assist residents in selecting suitable accommodations, deciding on furniture and fixture options which I then relay back to our refurbishment team.
  • Provide immediate technical support for residents addressing issues with utilities e.g thermostats, telephones and electrical appliances.
  • Raise service tickets for refurbishment, facilities and helpdesk departments to maintain property standards.
  • Calculate and updating rent prices for residents during their move process.
  • Coordinate with removal teams to facilitate seamless resident relocations.
  • Attend regular facilities meetings, taking detailed notes and communicate key updates to stakeholders.
  • Participate in layout and fact-finding meetings to discuss residents’ moves, lease agreements and other critical details.
  • Prepare and distribute welcome packs which include lease terms, conditions and essential resident information.
  • Manage and update data across various platforms and CRM systems, ensuring accuracy and compliance.
  • Carry out pre-move apartment inspections to test appliances, identify issues (e.g paint touch-ups, cleaning) which I would then pass on requests to cleaning services, maintenance, refurb team and other contractors.
  • Deliver important resident notices, ensuring clear communication of updates, policies and events through postage, Email and internal CRM platform communications.
  • (Position made redundant due to company restructure, new position joined - Estate Services & Security Officer)

Customer Service Coordinator (Temp/Contract)

Berkeley Group
01.2024 - 10.2024
  • Berkeley Homes; builds and develops award winning homes and neighbourhoods across London, and South East England.
  • Assisting management by analysing and collating data from the CRM using Dynamics 365 and Microsoft Excel.
  • Generate reports on client satisfaction scores, leveraging business analytics to provide insightful and informed decisions for continuous improvement.
  • Proficiently oversee administrative responsibilities, including invoicing, management of internal requisition orders, and ensuring operative planners are consistently updated.
  • Consistently uphold communication channels with clients, contractors, tenants via telephone, Emails and meetings to ensure seamless coordination and fulfilment of requirements are met.
  • Liaising with housing associations, clients and contractors to ensure tenants needs are being met on a regular and efficient basis.

Client Service Associate

Bond Radar
10.2021 - 12.2023
  • Building and nurturing professional and international client relationships with banks such as Goldman Sachs, Citi, RBS, Barclays and more
  • Leading and training new team members
  • Analysing and reporting product malfunctions or client advice to implement new ideas for product features and benefits
  • Providing real time news on the bonds and debt capital markets to global clients by adding them to Bloomberg or corporate Email distribution lists
  • This supported financial institutions such as banks to be up to date with the latest deals, press releases and information on the capital markets globally across Europe, Asia, Africa and Latin America

Customer Support Executive

Satago
04.2021 - 10.2021
  • Managing customer enquiries through phone, web chat and Email, resolving their issues or complaints as well as assigning queries to the appropriate departments such as product and data teams
  • Carrying out demo calls with clients on platform navigation, including highlighting features and benefits
  • Maintaining client retention, up-selling with strong client communication and understanding their objectives
  • Gathering customer feedback, analysing patterns and themes to improve processes and customer satisfaction, including updating FAQ's
  • Working on a ticketed system to manage clients with technical support issues
  • Collaborating with data and product development to efficiently solve any customer problems

Housing officer

Quo Vadis Trust
12.2020 - 04.2021
  • Supporting clients with rehabilitation, those of which whose mental health conditions required full surveillance and accommodation
  • Delivering inductions to new clients, risk assessing them and carrying out routine property, room, health and safety checkups
  • Regular report writing on clients, including using the CRM system for such administrative duties
  • Providing practical assistance for clients whose skills may not yet be developed

Account Executive

Mintel
08.2019 - 05.2020
  • Generating new business as well as maintaining existing clients B2B and B2C
  • Orchestrated and organized the sales pipeline utilising Google Sheets
  • Supporting analysts with research to collate market and brand data to contribute to client business strategies and objectives
  • Managed different industry sectors such as retail, leisure and FMCG, which included clients such as David Lloyds, Just Eat and Tesco, this was done through using analytics and research to monitor customer trends, which included generating market forecasts and report writing

Facilities Assistant

The Hyde Group
08.2018 - 08.2019
  • Franking post and assigning each mail to the correct departments within the business
  • Update team documents, training materials and presentations
  • Acting as point of contact within the business to support all teams and departments with facility related enquires or concerns
  • Implementing and reinforcing health and safety regulations
  • Managing the upkeep of equipment and supplies
  • Planning and organising building inspections to determine the need for repairs or renovations
  • Regularly update client visitors, purchase orders, managing invoices and billing
  • Booking meetings as well as providing support for office events and conferences
  • Supporting the office and team members with admin related duties

Sales Ambassador

PVH Corp/ Calvin Klien
London
06.2017 - 09.2017

Sales Associate

Clarks Shoes
London Colney
12.2014 - 05.2015

Work Experience

London Learning Consortium
London, Derry City and Strabane
07.2014 - 08.2014
  • Supported staff members in their daily tasks, reducing workload
  • Created and shared advertising flyers on Facebook and Twitter for customer engagement and lead generation
  • Completed administrative duties such as data handling and organising files
  • Earned a certificate indicating completion of 2 weeks of work experience in the following departments: Marketing, Customer Service, ICT, Human Resources & Training

Education

Bachelor of Arts - Media & Communications

University of Leicester

A-Levels - Business, Media & Sociology

Harris Academy South Norwood (Sixth-Form)
London, ENG

Skills

  • Facilities & Business Maintenance
  • Property & Estate Management
  • Resident Relations
  • Contractor & Supplier Liaison
  • Estate Security Services
  • Procurement & Purchase Order Management
  • Relocation & Move Management
  • Event & Community Engagement Planning
  • Project Coordination
  • Weekly Reporting
  • Property Viewings
  • Health & Safety Compliance
  • Research and Analysis
  • Client Relationship Management
  • Data Handling
  • Account Management
  • Business Operations
  • Problem Solving
  • Team Leadership
  • Adaptability
  • Presentation Skills
  • Creative Writing
  • Microsoft Software
  • Google Sheets
  • Dynamics 365
  • Salesforce
  • Consultative Skills
  • Team Working
  • Google Ads

Timeline

Estate Services & Security Officer

Dolphin Square
06.2025 - Current

Operations & Communications Coordinator

Dolphin Square
11.2024 - Current

Customer Service Coordinator (Temp/Contract)

Berkeley Group
01.2024 - 10.2024

Client Service Associate

Bond Radar
10.2021 - 12.2023

Customer Support Executive

Satago
04.2021 - 10.2021

Housing officer

Quo Vadis Trust
12.2020 - 04.2021

Account Executive

Mintel
08.2019 - 05.2020

Facilities Assistant

The Hyde Group
08.2018 - 08.2019

Sales Ambassador

PVH Corp/ Calvin Klien
06.2017 - 09.2017

Sales Associate

Clarks Shoes
12.2014 - 05.2015

Work Experience

London Learning Consortium
07.2014 - 08.2014

A-Levels - Business, Media & Sociology

Harris Academy South Norwood (Sixth-Form)

Bachelor of Arts - Media & Communications

University of Leicester

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Jae Nathaniel Bailey