Property Operations Manager

PMR are seeking a competent Property Operations Manager to work with our client a Property Management and Lettings business providing services to institutional PRS and Build-to-Rent investors and operators.

The Operations Manager is responsible for supporting the operational performance of the buildings and supporting the property managers within the client's residential portfolio, ensuring that the estates maintain high occupancy with customers under contract wherever possible.
There will be opportunities to enhance performance through refurbishment of individual units or parts of the estate and the Operations Manager will be responsible for coordinating a vacant possession strategy where necessary to bring forward these plans.
This will be a varied role, supporting and leading on key leasing tasks determined by the Operations Director.

Core Competencies:

• Demonstrate excellent Communication skills and be able to work closely with the senior management team, colleagues, residents, retail customers, contractors and all other third-party connections.
• Deliver high quality customer service and an unrivalled resident/customer experience.
• To be able to prioritise, organise and plan your workload and help others do the same.
• Be familiar with all legal and regulatory statutory inspection requirements and maintain high standards of building and facilities management.

Key Responsibilities:

• Responsible for liaising with external letting agents where appointed and ensuring the preparation of all necessary documentation in relation to new lets.
• Assisting with implementing the marketing and promotion strategy for the business.
• Liaising with the Operations Director on all aspects of performance, market conditions and any issues that arise.
• Implementing the renewal process in a timely manner.
• Building and maintaining relationships with all residents throughout the lifespan of their tenancy through consistent and meaningful engagement.
• Working with the property manager to respond to tenant enquiries swiftly and precisely.
• Liaise with Building Managers, updating them on residents' movements across the portfolio and any other matters relating to residents.
• Consistent and proactive reporting and management of voids.
• Consistent and accurate use of Company's systems for all aspects of lettings and marketing.
• Consistent and accurate application of all mailing and communication systems, including mailshots.
• Maintaining and updating the property database and filing systems as required and ensuring all correspondence/data is promptly and correctly inputted and/or filed.
• Work with the property managers to ensure reference checks are obtained for residents in line with the Company procedure.
• Identifying and targeting potential residents to increase direct lets in line with targets.
• Deliver a high level of customer service to our residents, in a professional and pro-active manner.
• Proactive on-site presence when required.
• Have a proactive and professional approach in dealing with complaints from residents and escalate to Operations Director.
• Support the property manager regarding repairs and maintenance, helping to find best value through multiple quotes from different contractors

Operational/ Compliance

• Production of monthly reports as required by the Operations Director. This could include but not limited to: regular Lettings and Renewal's progress, NPS score updates, review of competitors and tenant surveys.
• Ensure that there is a strong and robust communication process with third party functions, such as working with local agents to optimise leasing activity.
• Ensure the terms of the ASTs are up to date and appropriate for the project in hand and complied with at all times, identifying any areas of improvement

Health & Safety

• Work with the property manager to ensure all matters relating to H&S compliance are adhered to and reported where required, including 3rd party statutory checks
• Ensure knowledge of the company Health & Safety Policy and comply with specific requirements requested of you, relevant to your roles and responsibilities

General Accountabilities:

• Undertake additional relevant duties which fall under the general scope of the role, as directed by your manager.
• Remain knowledgeable about Group activities, benefiting from all forms of internal communication provided and acting as a positive ambassador for the Group at all times.