Resident Services Manager (Build To Rent)

Resident Services Manager

Based Cardiff

Competitive salary

Monday to Friday

My client, a multi-award-winning and one of the UK's leading Build to Rent operators, is looking for a Resident Services Manager to and manage a brand new development in Cardiff. The Resident Services Manager will manage face-to-face enquiries from all customers, delivering a high level of customer service. The role will involve line management of the Resident Services Team and on-site Lettings Negotiators.

Responsibilities

Customer Service

• Manage face-to-face enquiries from customers.
• Communicate courteously with customers and suppliers by telephone, email, letter and face-to-face
• Identify ways to measure customer satisfaction and improve services.
• Ensure a warm welcoming environment for customers and visitors.
• Effectively manage customer complaints or any major incidents, such as a security issue.
• Undertake regular customer and community engagement activities.
• Resolving 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
• Provide help and advice to customers in line with company policies.
• Keeping 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 and implement such.
• Develop and implement feedback or complaints procedures for customers to use.
• Improving customer service procedures, policies and standards within the Resident Services Team
• 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 onsite teams including Resident Services Associates, Estate Operatives and ad-hoc contractors as required.
• 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.
• 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 and implement such.
• Involvement in staff recruitment and appraisals for onsite teams.
• Deliver operating model and standards.
• Keeping 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 with the Resident Services Team.
• 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, authorisation limits and No PO No Pay.
• Have a good understanding of cost coding to ensure invoices are coded correctly against budget.

Requirements

• Educated to minimum A-Level standard or equivalent is desirable.
• 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.
• Intermediate level ability in Microsoft office packages, including MS Excel, Word and Outlook.
• Knowledge of Landlord and Tenants Act and Housing / Rents Acts Legislation.
• Demonstrable understanding of H&S requirements on site.

Apply with an up to date CV today.