Responsible for delivering the Get Living promise by driving an excellent resident living experience that is positive and effortless. Working with the team, the Resident Manager ensures neighbourhoods are optimally occupied and properties are prepared to a high standard for viewing.
Key Responsibilities & Accountabilities
1. Conduct viewings booked in by the Customer Hub/Site Team on request and follow through to reservation to ensure optimal occupancy.
2. Meet set budgeted targets for occupancy, pricing, revenue, and Net Promoter Scores.
3. Communicate confidently with prospective tenants, current residents, visitors, colleagues, couriers, and contractors.
4. Ensure residents enjoy an exemplary experience from first enquiry to move-in and throughout their residency.
5. Build a connected and supportive community where residents feel engaged and valued.
6. Identify opportunities to improve standards and raise expectations.
7. Drive resident satisfaction across platforms like Zendesk, Google, Homeviews, and Hubspot.
8. Inspect occupied and vacant properties to ensure maintenance standards, reporting issues as needed. Complete inventory checks using Inventory Base.
9. Manage the move-out process, including deposit releases via the TDS scheme.
10. Accurately record all activities in line with company controls and policies.
11. Ensure 100% data accuracy in Yardi.
12. Support events and initiatives such as wellness workshops.
13. Support office functions and resident services, including managing phones, parcels, and role flexibility during holiday cover.
14. Manage utility bills for void units and update utility companies on tenancy changes.
15. Oversee parcel and postal delivery services, ensuring compliance.
16. Assist team members with ad hoc tasks as required.
Key Relationships
Internal: Resident Manager, wider team, support functions
External: Residents, prospective tenants, property management companies, suppliers
Qualifications & Experience
* ARLA or equivalent property qualification (Level 3 essential, Level 4 desirable).
* Proven customer service experience in lettings, property management, or PBSA.
* Intermediate to advanced skills in Microsoft Office and industry systems like Yardi, RentCafe, Hubspot.
* Experience in front-of-house customer service and handling residential complaints professionally.
* Strong problem-solving skills and resident support experience.
* Experience in viewings and leasing is essential.
* Excellent interpersonal, communication, and organizational skills.
* Adaptable, resilient, and able to handle pressure.
* Attention to detail and proactive approach.
Note: This summary outlines main duties. The company may assign additional tasks within capabilities.
Get Living Values
Actively promote our values of Respect, Integrity, Togetherness, Excellence, and Innovation.
Get Living Commitment
Diversity & Inclusion
We are committed to diversity and equal opportunity employment. All qualified applicants will be considered regardless of race, color, religion, gender, identity, sexual orientation, origin, disability, age, or veteran status.
Health and Safety
We prioritize safety and health for all stakeholders, promoting a safety culture through training, information, and ongoing risk management.
ESG
We are dedicated to ESG initiatives and sustainability improvements.
Proven track record in excellent customer service within residential sectors, with strong communication, attention to detail, and solutions orientation.
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