Assistant Operations Manager

PMR are seeking an Assistant Operations Manager for our client, a national award winning Build to Rent provider, to work on site at their development in Leeds. In this role, you will be the absolute brand ambassador for all things Customer Experience. You will be working closely with the site leadership team & the Customer Experience Director and the with line management of the customer experience team, overseeing and implanting processes for the following responsibilities:

Resident Experience
Delivering the Company's Resident Experience Strategy touch points during their tenancy and occupation for the duration of their tenancy.
Managing the resident experience journey from end to end by ensuring all resident touch points are delivered to award winning standards.
Delivering the Company's resident on boarding program which includes.
* Supporting the sales generation process through constant communication with the Head of Leasing
* Management of Right to Rent verifications
* Delivering a best-in-class welcome for new residents to the development
* Ensuring you deliver the post-move in follow up call strategy of 24-hour call, 72-hour call and 28-day calls to deliver a great resident on boarding experience within the crucial first month of living on the development
Promote the request for 5-star reviews on Home Views throughout the customer journey touch points in accordance with the Resident Experience Strategy for Home Views.
Managing the move-out inspections and following the company's leavers plan of exit interviews and thank you cards and gifts ensuring every resident leaves the development as a satisfied customer and will want to rate the company as five stars on Home Views on exit.
Actively manage complaints in line with the company process and try to resolve. Document and review complaint log and ensure trends are managed by creating solutions for betterment within the customer journey strategy.
Ensuring the resident surveys, polls and feedback forums are delivered in line with the Company Resident Experience Strategy

Engagement
An active leader of 'managing by walking about', completing daily checks of the amenity spaces and wider building, working closely with the Operations Manager, Facility & Estates Manager and Head of Leasing on maintaining high standards, engaging the team and residents as you go about the development
Preparing and delivering an industry leading resident engagement and events plan to build the growing resident community - this will include a minimum of four events per month (one event per week)
Establish yourself at the heart the community by becoming the key point of contact for residents through engagement and monthly 'Meet the Manager' Meeting where all new residents will beinvited to attend as part of their on- boarding journey

Reviewing the successes and learnings of the engagement program, adjusting the plan following review and developing betterment to the plan for success via participation and occupancy levels
Managing the look, feel and delivery of the resident amenity spaces and making sure our place making is second to none and in keeping with the brand ethos and philosophies

Financial
Ensuring value for money for the customer and the business and effective use of budgets for all events and engagement programs.
Responsible for managing your resident experience budgets which includes your people budget, your engagement and event budgets.
Management of rent collection and car parking arrears and fee collections and reporting back to the Operations Manager any elements of risk.

Health and Safety
Presence around the development to identify areas of potential risk, highlighting promptly to the Facilities Manager or Operations Manager as appropriate.
COSHH awareness and management
Ongoing training and documentation for team training to support and promote a safe working environment
Ensuring H&S process and guidelines for the social amenity space is always followed
Carrying out risk assessments for events to ensure the safe delivery of the onsite engagement program.

Team
Leading by example you will be a role model of resident engagement.
You will be a key part of the onsite leadership team and will be called upon to deputise for the Operations Manager as and when needed
Keeping the team direction clear through daily huddles to ensure that the briefings for the day are given to your team
Organising your team shift patterns, making sure the customer experience is always covered 24hrs a day 7 days a week
Completing team 121's and actioning feedback and rewarding as well as addressing performance
Carry out weekly team training sessions in line with the Resident Experience Strategy
Mentor your team to ensure we are recognising performance and leaders for the future

Your Experience
Previous management experience is essential, ideally from a Hospitality, Build to Rent or Purpose-
Built Student Accommodation setting.
A strong proven track record in a customer facing and lead experience roles in the past.
Demonstrate your creative thinking in team building and management, customer experience journey planning, resident engagement and events planning.

Experience
Previous experience or knowledge of managing a department budget.
Experience in managing a team day to day, for example HR processes, recruitment, on-boarding and ongoing mentoring.
ARLA or IRPM qualified is desirable or willingness to work towards.
Strong operational understanding of H&S in residential development.