Related Argent is looking for an experienced Asset Manager - Residential, this role will focus on all residential assets on Related Argent projects, currently at Brent Cross Town and Tottenham Hale. You will also be responsible for overseeing the mobilisation and management of all residential assets from a property and operations perspective.
About the role
The role will involve working within the Residential Asset Management team and alongside the development teams, sales team, finance and legal teams to deliver the residential asset and customer experience strategy across the projects. This is a pivotal time for both projects as they transition from development site to steady state assets over the next few years.
As an Asset Manager, you will also be responsible for the delivery, output and performance of our external service supply chain which will include our managing agents and residential consultants. It will also cover key functions around service charge, security, health & safety, customer experience, contract management and governance. You will also be responsible for overseeing the internal and external customer experience team and the delivery of the customer service strategy.
What you will deliver.
Strategic
* Devise and deliver sustainable service charge strategies, ensuring efficient, competitive, well considered and robust managed service charge budgets, for the benefit to our customers and partners
* Manage residential, commercial and retail lease requirements, covenants and legal structures in accordance with statutory requirements and leasehold reform
* Work as part of a team to deliver the overall residential vision and customer service strategy with RA partners, agents and onsite staff
* Oversee the internal and external teams to ensure excellent customer focused service delivery
* Deliver the customer experience strategy for both projects, achieving and maintaining high customer satisfaction scores such at 100% recommend and 50+ Net Promoter Scores
* Ensure continual innovative delivery in the context of an evolving Estate
* Apply short and long-term goals for RA projects to deliver a best in class environment for our occupiers, visitors, and stakeholders
* Ensure a coordinated and cohesive approach to occupier and stakeholders communications across the assets
* To work collaboratively to support the adoption of new technologies, processes and data to deliver more connected and future-proofed buildings and spaces.
* Over-see the occupier delivery and mobilisation of all residential projects
* Ensuring effective post PC defect management and the highest service levels for our residential customers
* Manage the internal or external customer experience
* To oversee the delivery of all core PM/FM functions/activities.
* Working with our managing agents (and others as required), oversee a robust and regulatory compliant security strategy for the estate.
* Working with our managing agents and supply chain continually improve and strengthen our property operations, sustainability and energy efficiency strategies
* Lead our managing agents and internal property management team to ensure service charge budgets and customer service delivery are managed in line with KPI’s and industry best practice.
* Verify the estate and all buildings are compliant with all Health & Safety including fire, BSR, Data and Governance regulations
* Report monthly on BRS and statutory compliance ensuring all PAP and AP duties are fulfilled with full compliance
* Work with PR Manager to manage and deliver a robust tenant liaison and communication to ensure high level of satisfaction with services – and ensure services help meet tenant requirements.
* Review asset service charge budgets and year end accounts, interrogating best practice, cost allocations and best use of funds
* Prepare annual business plans for allocated assets
* Support and prepare all formal and informal reporting where required
* Manage asset performance versus budget and mitigating void cost
* Prepare board presentations, papers and updates to inform on progress where requested
Customer Experience
* Deliver Customer Service excellence and enhance customer service and engagement for Estate customers, ensuring partners and Managing Agents comply with the same high standards
* Aim to facilitate collaboration between customers on the Estate creating a strong and engaged community network
* Work with other business areas including marketing, events, sustainability in order to maximise customer engagement, capitalising on the USPs of the Estate, aligning commercial value drivers with opportunities for positive social impact.
* Obtaining and feeding back customer experience and needs relating to retail, events and enlivenment strategy
Other
* Work at all times with reasonable care to ensure the health and safety of yourself, your colleagues, members of the public and others working on the projects
* Co-operate with the business, understand our health and safety policies, and undertake any training as required
* Work to uphold the health, safety, environmental and quality standards expected in the offices and around the development. This includes identifying, reporting and resolving issues where possible.
* Use internal systems effectively and follow internal processes as required; follow Related Argent’s Information Management principles of “single source of truth”, ownership of data, record keeping and consistent taxonomy.
* Any such other duties as the business may reasonably require from time to time, and as may be notified to you.
Skills and attributes you will bring
* Skill and experience in service charge management inc RICS code of practice
* Skilled at lease management and interpretation, effective at managing tenant and landlord issues
* Experience in ManCo handovers and residential associations
* Competent in leasehold and commonhold legislation
* Experience and expertise in residential property management H&S compliance
* Competent in the interpretation and delivery of responsibilities under the Building Safety Act 2022, especially for higher-risk buildings (HRBs)
* Experience of launching new developments and seamless customer handover
* Experience of managing outsourced managing agent mandates (preferable) or operating them on behalf of investor clients, working within and managing performance against KPI’s
* Experience in project management & leading projects & managing teams (including external teams).
* Experience of delivering high performance, sustainable and operationally efficient mixed-use developments
* Proven understanding of the technical fundamentals of property operation and management, and facilities management and property maintenance
* Proven understanding of contract procurement, health and safety management, risk management and compliance functions
* Understanding of the crucial role of technology and data
* Numerically astute with an analytical approach
* Strong interpersonal, communication and presentation skills
* An understanding of property development and construction processes
* MRICS Qualified or equivalent professional experience ideally gained in a property company
Equal opportunities & our culture
Promoting and supporting diversity and inclusion is essential for our success as a growing business. As an equal opportunities employer, we do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. It’s about valuing everyone in the organisation as an individual, attracting new talent, staying close to our occupiers and stakeholders and creating an inclusive environment where everyone feels able to participate and achieve their potential.
If your application is successful and you need us to make adjustments to our recruitment process, please let us know and we'll try our best to support you.
#J-18808-Ljbffr