Purpose of the Role
To deliver a high quality management service for day-to-day operations on a BTR development in Birmingham.
You'll assist the General Manager in proactively maintaining the building.
Responsible for the delivery of a first-class customer experience and the management of a team.
Your primary duty is to uphold service standards, ensuring residents consistently experience excellence and ensuring that your team engage with residents in a professional and approachable manner. Additionally, you'll support the General Manager in managing the building's health and safety protocols.
Key Responsibilities
* Ensure you and your team make residents feel welcome and safe, the moment they walk into the building on their first day to the moment they leave
* You and your team will be the first port of call for our residents offering assistance to (and resolving where possible) enquiries at the Front Desk, including logging maintenance requests to event ideas or just listening
* Report and address any residents feedback, sharing with the relevant teams
* Welcoming new residents when they move into your property, including to oversee or assist the initial check-in through to welcome tours
* Assisting with resident move outs, including inspections and deposit returns
* Being proactive and reactive to any operational tasks to ensure the smooth operation of your property
* Responsible for executing our brand standards from the front of house
* Support and work with the entire on-site team to help ensure an exceptional level of customer service
* Ensure 100% compliance and carry out regular audits
* Organising and running resident events and services via third parties and in house
* Ensuring up to date resident communication via various channels including social media
* Assisting with or organising minor works between tenancies to maintain first class presentation of apartments
* Assisting the credit control team to ensure the timely payment of rents and liaising with residents to address problem cases
* Providing regular asset performance reports and attending monthly meetings with line manager
* Assisting in managing the building expenditure budget and ensuring value for money from suppliers, maximising the net operating income
* Establishing and delivering additional income streams where appropriate
Property
* Assist General manager in conducting weekly building checks within each asset and feedback issues to PM to rectify.
* Maintain excellent working relationships with external contractors and suppliers
* Work with the General Manager / Facilities Manager to agree PPM contracts for your development
* Assist the General Manager for any legal action and insurance claims.
* Meet regularly with the General Manager / Facilities Manager to discuss compliance measures within each property.
* Schedule and carry out where applicable all statutory training with team.
Customer Service
* Creating a best in class community through communication, events and innovations
* Coordinating social media activity in conjunction with in house marketing team
* Responding to resident complaints to ensure these are resolved within agreed KPI criteria and any complex ones to be escalated to General Manager as needed.
* Ensure all of your team are providing excellent service to residents
* Relentless approach to improving standards and ensuring all the team are focused on delivering against their resident experience KPIs.
Skills, Knowledge and Experience
* Proven ability to managing a residential development to exceptional standards
* Strong customer service ethic / background
* Experience in managing a team
* Understanding H&S compliance
* Positive, can do attitude
* Common sense approach
* Ability to think on their feet and make considered decisions
* Outgoing, warm and friendly personality
* Organised, meticulous, tenacious
* Excellent written and spoken etiquette
* IT literate and Social media savvy
* Strong financial management skills
* ARLA – Desirable
* IOSH - Desirable
Working Hours - 40 hours
Salary - £40,000 to £42,000 + discretionary bonus linked to KPIs
LI-DNI
Please see our Benefits Booklet for more information.