General Manager - Build to Rent

PMR are looking for a General Manager to oversee and manage a brand new BTR development in South West London. The development consists of 195 beautifully designed residential apartments and a range of perfectly curated, exclusive amenity spaces for residents to use. The General Manager provides critical hands-on leadership at the development and is responsible for the overall performance of the property as well as maintaining world class standards within established operational and budgetary objectives. The role is based full time within the development, with overall operational accountability for the building and its staff; reporting to the Asset manager. The General Manager is responsible for fostering and maintaining a friendly and professional environment for support staff, residents, prospects, service providers and contractors (internal and external).

Duties are broken down as follows: to manage approximately 195 units within the block including communal areas and non-residential. Customer service, building management, fire safety, health and safety, site security, cleaning, administration and property maintenance are all critical to the continued success of the scheme.

Operational Mobilisation

• Supporting in the hiring, onboarding and ongoing management of staff members to create the onsite team.
• Creation of operational processes & procedures.
• Involvement with the snagging.
• Participation on branding and marketing strategies.
• Contribution towards pre-letting activity.

Customer Service

• Provide outstanding customer services to residents.
• Shape tenant engagement strategies to foster a strong resident community.
• Oversee resident communications through multiple channels.
• Ensure resident issues and service requests are addressed and dealt with in a timely manner.
• Promote a neighbourly and community atmosphere.
• Meet and interact with residents in a customer friendly and professional manner.
• Seek ways to exceed service expectations of residents and enhance the brand.

Building Maintenance / Health and Safety / Fire Safety / Site Security

• Ensure compliance will all current statutory legislation with respect to H&S and the environment.
• All risks to visitors, staff and residents are removed or reported.
• To ensure contractors on-site observe noise and other restrictions as well as abide by the site's induction protocols including "permit to work".
• To ensure that any contractor working on site reviews the asbestos register and operates in accordance with Health and Safety guidelines for the activity they are engaged in; reporting to the Landlord or their Representative at once any inappropriate conduct or hazardous working practises.
• To issue guidelines to contractors on dealing with hazardous materials where required.
• To ensure that instructions given by Building Owners are carried out.
• To assist residents, and give assistance where necessary to visitors to the estate.
• Training will be provided to become a Fire Warden and the member of staff will be expected to uphold this responsibility, for instance by making sure exit routes are kept clear.
• To read all landlord utility meters and to log energy usage for ESG and procurement purposes.
• To monitor the outside and inside of the building for suspicious activity.
• The General Manager is expected to be flexible in their approach to responding to emergencies outside normal working hours.
• Ensure security and emergency procedures are robust and adhered to at all times, taking an active role in the event of an emergency.
• Monitor, approve and oversee works conducted by suppliers.
• Develop, agree and manage capital replacement programmes.
• Oversee turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair and maintenance.

Commercial Performance

• Oversee lettings department and ensure diligence.
• Monitor and report on expenditure against approved budgets.
• Ensure compliance with all internal policies and procedures including procurement, finance, compliance, HR etc.
• Help prepare management reports and liaise with key stakeholders on monthly KPI's.
• Undertake regular building inspections to ensure maintenance of high standards.
• To ensure where appropriate, if the service provision on site requires amending that a recommendation and reference to the budget is provided to the client and Asset Manager.
• Create and deliver a strategy for increasing additional revenue.
• On an annual basis, in conjunction with finance, to provide an anticipated expenditure budget for the forthcoming year.
• Ensure that the service (including services outsourced to third party suppliers) complies with all statutory regulation and requirements including Health & Safety.
• Promote a neighbourly community atmosphere and manage all resident communication and to ensure resident issues and requests are dealt with in line with current procedures.
• Take ownership of annual service charge budget and oversee ground rent and service charge invoicing.
• Identify incidents and maintenance issues promptly ensuring the necessary action is taken, carry out block and works inspections (sometimes offsite if required) and to Manage repair, maintenance and improvement works.
• Attend meetings as and when required with Residents, Clients and other staff and attend court hearings and tribunals as required.

Experience & Skills

• Previous experience in a similar role.
• Management of in-house and supplier staff.
• Experience of managing significant budgets.
• Management of supplier relationships.
• Understanding of residential AST leases and the landlord and tenant relationship.
• Good health and safety and environmental knowledge.
• Good mechanical and electrical services knowledge.
• Excellent English language skills - both written and spoken.
• IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.
• IRPM / ARLA qualifications (highly desirable).