Assistant Resident Manager - Wembley

PMR are working with an award-winning BTR provider to recruit an Assistant Resident Manager to be responsible alongside the Resident Manager for ensuring the smooth operation of the developments ensuring an optimal customer experience from move-in, all the way through to move-out. This will involve managing the resolution of all reported cases and driving retention of our current residents, management of the customer facing operational team members and ensuring that all team members live by the company core values to deliver a consistent first-class customer service, embracing opportunities to stand out from the competition.

Key Accountabilities:

Customer Service and Team

• Support the Manager and FOH team in delivering a consistent and positive, customer focused environment where the Resident team put the customer and visitors at the heart of everything they do, focusing on delivering excellent experiences at every opportunity.
• Review of resident and visitor feedback regularly to identify successes and opportunities in the resident experience, creating solutions to resolve opportunities to deliver upon the customer engagement and retention targets.
• Ensure the team have full knowledge of apartment and communal area systems and operation to support residents needs and experience.
• Support new incoming teams as required on other plots to aid the smooth on-boarding process.
• Ensure team behavioural and grooming standards are always in line with company standards.
• Attend regular meetings as required with other departments and Residents teams to share knowledge and best practice.
• Ensure any serious customer concerns/ complaints are managed appropriately in a timely manner and escalated to the Manager, as required.

Commercial

• Support the Manager in delivering a robust strategy to deliver upon the development revenue targets.
• Ensure there is a structured process in place so the team deliver effective customer communication and problem resolution. Network and regularly interact with customers to build customer relations and confidence to aid customer retention and generate renewals, delivering on development renewal targets.
• Support the Manager, take ownership of the P&L ensuring costs are always controlled, fully understand the P&L and be able to respond to P&L queries and stand in for the Manager at the monthly business performance reviews where required.

Operational/ Compliance

• Support the development of your team, ensure they are set up to succeed and all the required learning during induction and on-boarding is completed, holding regular catch ups to proactively manage and support your team's development and growth.
• Support with the production of weekly/ monthly reports as required by the Manager
• Ensure cases received are acknowledged, actioned and closed within set time frame targets, communicating closely with the maintenance team where required.
• Ensure all move-ins and move outs are coordinated with relevant functions to ensure apartment is in line with Company standards to deliver a positive experience on move in and move out.
• Ensure that all operational admin is scheduled and carried out with all new customers/ residents within apartments prior to move in and also completion of all move out/ new lease admin in line with business SOP's/ SLA's
• Work closely with defects resolution team to ensure resident cases related to defects are closed out in line with the business SLAs.
• Ensure the terms of the ASTs are complied with at all times identifying any areas of improvement.
• Support the Manager in driving team performance through regular one to ones with team members as required.

Health & Safety

• Ensure all matters relating to H&S compliance are adhered to and reported where required, including 3rd party statutory checks.
• Attend company Health & Safety committee meetings as required by the Operations Manager and Head of Operations.
• Ensure knowledge of the Company Health & Safety Policy and comply with specific requirements requested of you for your role and those who report into you.
• Fully understand the company crisis management processes and ensure the team are regularly trained on these important processes.
• Ensure yourself and your team are working sustainable hours and monitor wellbeing amongst the team.

Qualifications/Experience/Skills:

• ARLA / AIRPM qualifications or similar - desirable but not essential;
• IT literate with CRM software and Excel experience;
• Excellent communication and people skills;
• Excellent people management and staff training experience;
• Experience in customer facing roles essential, ideally from hotel, retail, student accommodation or residential sectors.