Resident Services Manager - Cardiff

PMR are seeking a Resident Services Manager for our client, a leading national provider of Build to Rent developments, to mobilsie 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 invovle line management of the Resident Services Team and on-site Lettings Negotiators and be on call as the first point of contact for emergencies with the requirement to work out of hours, during evenings, weekends and bank holidays when required.

Key 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.

Qualifications & Experience:

• 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.