Department: Vertus ______________ Company: Vertus Residential Management Limited ______________ Reporting to: General Manager ______________ JOB SUMMARY Vertus are looking to recruit a resident services manager to join our team. Reporting to the Property Manager, you will ensure that residents (tenants) have the best rental experience and consistently deliver the highest levels of customer service, becoming a Vertus brand ambassador. Annual Salary: £30,600 Working Hours: Monday - Friday, 8.30am - 5.30pm Closing Date: Tuesday 15 July 2025 MAIN RESPONSIBILITIES Overseeing, managing, and taking ownership of reactive maintenance through the helpdesk. Escalating issues and taking advice from the Property Manager as appropriate. Ensuring all helpdesk tickets are responded to within SOP timeframes without exception. Assisting the Property Manager in controlling costs for turnaround of apartments to ensure costs are being appropriately recovered from tenants’ deposits, and competitive quotes are being obtained for any repairs or replacements. Manage the priority of reactive maintenance ensuring tasks are assigned to engineers in the appropriate time frame / SLAs. Effectively and efficiently manage the diaries and job allocation for Vertus engineers. Assisting the Property Manager in the full check in and check out process Including conducting check out inspections, ensuring all keys are returned and meter readings taken on the day of check out. To understand that you are a key representative of Vertus and always maintain a positive and productive relationship with tenants. Ensuring Internal Property Management systems are being used correctly and are kept up to date. Assisting the Property Manager in monitoring apartment voids Including flushing for long term vacancies, ensuring minimal energy usage, e.g. lights off, heating and cooling off/appropriately set. Assisting the Property Manager to obtain one or more competitive quotes from approved contractors for repairs If external contractors are required. Keep up to date with changes in legislation and raising or suggesting Improvements or changes to ensure these are met. Assisting the Property Manager in conducting a review of Check out reports and generate an appropriate list of dilapidations to present to the tenant within the timeframes set In the SOPs. Once agreed by all parties, arrange for the deposit release form to be sent to accounts for transfer. Ensuring all tasks follow SOPs processes. Assisting the Property Manager with the mid-year Right to Rent checks where necessary. Assisting the Property Manager and Building Manager to ensure any planned maintenance tasks are scheduled and carried out according to Statutory Compliance responsibilities. Organise renewal of safety certification and remedial works during the tenancy as required. Prepare mid-term reports for the business and feedback to the tenant if a breach has been noted. Assisting the Property Manager in end of tenancy matters, to include: Receiving or service notices Advising the residents of the move out process Reviewing the resident’s tenancy agreement and ledger to ensure all financials are correct and up to date Checking the apartments Scheduling the check-out Inventory/ cleaning and storage Car parking change management Booking the functionality checks on the PMS. Notifying the leasing team of the upcoming unit availability Informing the utility companies of the move out (Including Council Tax and Community utilities). Provide support and cover to the Property Managers during busy periods or absences. Provide support to the Residential Building Manager where necessary. Assist in the negotiation and collection of rent arrears. To promote and implement sustainability initiatives as directed by Canary Wharf Group. To carry out other reasonable duties as instructed and directed as required. PERSON SPECIFICATION Minimum of 1 year's experience of working within property management is essential. It would be highly desirable for the incumbent to be IRPM Level 2 and/or ARLA Level 3 qualified or working towards this. A good overall education to ‘A’ Level / NVQ Level 3 or 4 standard or equivalent (to include English & Maths), together with strong IT skills. An understanding of the principal aspects of legislation relating to the management of Residential Property Law is essential, together with a knowledge of Section 21 and Section 8 requirements. Working knowledge of Health and Safety requirements and legislation. Excellent communication skills coupled with a superior level of customer service with the ability to always remain calm and professional. Willingness to undertake further training as required. Ability to manage own time and multiple tasks effectively, working autonomously and using own initiative. A good team player with the ability to form positive relationships with and between residents, staff, contractors, representatives of outside agencies and other Canary Wharf Group employees. Willingness to be adaptable and to accept the evolution of the role as the estate develops. HEALTH SAFETY AND WELFARE RESPONSIBILITIES All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual. ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering. QUALITY MANAGEMENT RESPONSIBILITIES In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard. COMPANY VALUES Commit to Excellence Act with integrity and deliver high performance Put our customers at the heart of what we do Resolve issues by providing high quality solutions Foster Collaboration Find opportunities to collaborate with others across the business to achieve shared goals Encourage inclusive networks and treat others with respect and fairness Use knowledge to work effectively with suppliers / contractors to meet shared goals Encourage Engagement Confident in making decisions appropriate to the role Learn from mistakes and listen to constructive feedback to improve performance Prioritise safety and actively support community, wellbeing and sustainability programmes Take Ownership Take pride in delivering high quality service which exceeds expectations Committed to opportunities for self-development Take responsibility for my own performance and look for ways to improve Embrace Innovation Embrace change and innovation Proactively suggest ways to improve our business and encourage others to share ideas See new challenges as opportunities to deliver effective change WHAT WE OFFER Diversity and Inclusion We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential. Flexible Working As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent. Learning and Development At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth. Other Benefits We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs. If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any point.