Resident Services Manager - East London

PMR are seeking an experienced Resident Services Manager to work with our client, a national Build to Rent provider to oversee 2 Build to Rent developments in East London. This role will involve leading, managing, and delivering the onsite resident operations in line with company standards. While ensuring that all residents receive an excellent service, the asset delivers performance above target and the team works well together.

Key Responsibilities:

Customer Service

• Manage and co-ordinate the Resident Services Team (RST) and reception/parcel service, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person.
• Keep abreast of good practice and establish new ways of providing services to customers
• Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service
• Set, review and monitor service standards
• Deliver all on-boarding materials such as handbooks, notices, Instructions
• Review customer feedback, create action plans and implement to meet the residents needs

Operations

• To lead on ensuring the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
• Overall responsibility for ensuring properties are managed in a professional manner
• To ensure the smooth running of the letting process from offer acceptance to move-in and settling of new tenants.
• Manage and coordinate the day to day running of cleaning and maintenance operatives.
• Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented by the staff and that targets are set and monitored
• Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required

Customer Engagement

• Identify opportunities for enhanced service delivery to optimise customer experience
• Meet & Greet residents and handle complaints to effective resolution
• Organise regular events for residents, ensuring that events are marketed effectively through social media and other methods of communication.

Management

• Management, development, and support of direct reports, ensuring clear co-ordination between them and effective performance. This includes setting targets and monitoring team and individual goals, ensuring that staff appraisals take place and that individual training requirements are met
• Recruit staff as required and provide induction and other training as required for the personal development of members of staff
• Encourage and develop new initiatives and ideas with staff
• Lead, motivate, communicate with, develop and performance manage direct reports to ensure that they are fully motivated to achieve best performance to meet the company's needs

Reporting

• Prepare and ensure the preparation of regular customer & building data
• Prepare reports as required to report against KPI targets
• Attend meetings and online calls and deliver minutes to team
• Draft and manage the Resident Service budget, monitoring it regularly and ensuring expenditure is within target

Qualifications, Skills And Experience

• Significant experience in management of resident services, preferably within organisations providing market rent properties or hospitality.
• Ability to lead a successful team, with strong staff management skills.
• Experience of training and recruiting a cold start team
• Strong experience in creating and designing events, including event themes, "out of the box" ideas.
• Track record of the design and delivery of service improvement plans.
• Experience of setting and managing budgets
• Industry Qualifications from NFOPP, IRPM, RICS , ARMA desirable
• A good communicator with strong interpersonal skills, including the ability to: Listen
• Persuade and influence
• Provide effective advice and support
• Ability to build relationships and work collectively with colleagues
• An ability to think creatively
• Goal-focused, positive and resilient with the determination to support the business in developing organisational potential and outcomes for its customers and communities
• Positive attitude and ability to work with little supervision.
• 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.
• Knowledge of other languages may be an advantage.
• 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.