Resident Services Manager - Newcastle

PMR are seeking a customer-focused Resident Services Manager to provide on-site lettings and property management services to an exciting new build residential development in Newcastle!

Responsibilities:

• Support the General Manager in the safe management of the building operations
• Responsible to lead, manage, and deliver the onsite resident operations in line with the Grainger standards.
• Ensure that all Residents receive an excellent service, the asset delivers performance above target and the team works as one.
• Deliver the company customer service strategy and standards
• Increase resident satisfaction with service delivery
• Ensure the onsite team deliver high-quality resident services
• Work closely with companywide colleagues to ensure excellent customer service
• Encourage and support resident involvement
• Promote the company and build good relationships with external partners

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 Grainger PLC 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.
• 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.

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

Customers & Management:

• 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, 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
• Respond to out of hours emergency calls
• Develop and maintain a smooth working relationship with relevant outside bodies
• Influence and contribute to delivering objectives
• To be customer-focused in all dealings with residents