Resident Services Manager (Build To Rent)

Resident Services Manager

Based Bristol

Competitive salary and benefits

My client, a multi-award winning property investor developer with residential properties across the UK, is seeking an exceptional candidate to head up their Build To Rent (BTR) development in Bristol. The successful applicant will support the General Manager (based London) with operational management, manage face to face enquiries from all customers, and line manage a small team.

The Role

Customer Service

• Communicate courteously with customers and suppliers by telephone, email, letter and face-to-face
• Identify ways to measure customer satisfaction and improve services
• Effectively manage customer complaints or any major incidents, such as a security issue
• Undertake regular customer and community engagement activities
• Resolve complaints, problems, and requests from customers. Investigate and solve where applicable, customers' problems, which may be complex or long-standing problems that have been passed on by the wider on site team. Where necessary assist Complaints Team in securing a satisfactory resolution to any complaint managed by them. Develop and implement feedback or complaints procedures for customers to use.
• Keep accurate records of discussions or correspondence with customers and staff
• Analyse statistics and/or other data to determine the level of customer service the Resident Services Team are delivering and identify where improvements can be made; implement such
• Promote positive resident behaviour and managing resident issues, such as tenancy breaches and resident disputes

Leadership and Management

• Be the on-site lead for the end of defects period, collaborating with the development and construction team
• To be on call and available for emergencies out of hours
• Provide guidance and support to the on-site teams
• Oversee contractors and inspect completed jobs on site
• Evaluate the Resident Service team performance and provide direction, correction, or additional training. Assist with training of staff to deliver a high standard of customer service
• Involvement in staff recruitment and appraisals for on-site teams
• Deliver operating model and standards
• Keep ahead of developments in customer service by reading relevant journals, going to meetings and attending courses

Property Management and Health & Safety

• Oversee contractors and inspect completed jobs on site
• Ensure all communal spaces are maintained and pre to an exemplary standard
• Monitor building maintenance computer and security systems
• All repairs and maintenance requests to be responded to in a timely manner with the impeccable customer communication
• Advocate of the Health & Safety compliance with support received from H&S team
• Assist with emergency response and evacuations where required
• Undertake regular property / building inspections
• Manage PPM on site and work closely with Block Management to assist with block related tasks

Lettings

• Manage the move in / out process, liaising with lettings team for re-letting
• Undertake viewings with applicants directly or via lettings teams
• Suggest Lettings strategy to Lettings team and assist in delivery to optimise rents and reducing voids and rent loss
• Effective void management, minimising void days and retention of damage deposits

Budgeting and Finance

• Delivery of operational and performance based KPI targets
• Assist General Manager with setting & monitoring of budgets and costs
• Invoice management and understanding workflow and authorisation limits
• Have a good understanding of cost coding to ensure invoices are coded correctly against budget

Additional Tasks

• Order replacement equipment and supplies when required
• Provide management support to other departments/teams as and when required
• Flexibility with hours outside of usual Monday to Friday

Requirements

• Previous management and leadership experience in a complex residential property management role is essential
• Good technical knowledge and previous experience of residential property repair and construction
• Knowledge of Landlord and Tenants Act and Housing / Rents Acts Legislation
• Demonstrable understanding of H&S requirements on site
• Continually strives to improve knowledge, skills and abilities to produce the best results
• Helpful, friendly personality with effective communication skills
• Behaves in a professional, courteous and helpful manner towards colleagues and customers at all times
• Be a positive advocate for change, highlighting and implementing business improvement initiatives
• Adopt a team work approach
• Smart in appearance, complying with stated appearance code
• Continually strives to improve knowledge, skills and abilities to produce the best results
• Customer, student and hospitality management experience is preferred but not essential
• Possess the ability to compile accurate reports, competent in presenting data and performance against KPIs and taking swift actions to remedy any shortfalls
• Possess a sound understanding of legislation relating to chemicals and dangerous substances i.e. COSHH.
• Promote, and by example, ensure safe-working practices at all times, including risk assessments

Interviews are underway so please do not delay in applying.