General Manager
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| Job Type | Permanent Full Time |
| Location | Birmingham |
| Area | West Midlands, England |
| Sector | Build to RentBuild to Rent - Operations |
| Salary | Up to £65,000 + Bonus |
| Start Date | |
| Advertiser | remoteapi |
| Job Ref | PMR232 |
| Job Views | 98 |
- Description
- PMR are seeking a General Manager for our client, a national Build to Rent Provider, for their Birmingham development. The General Manager will oversee the site operations, lets and be responsible for delivering the highest quality of service to its residents. Managing on site teams and customer service and meeting marketing, leasing and financial targets.
CUSTOMER SERVICE
• Lead delivery of 1st class customer service and resident engagement
• Establish and maintain local relationships and partnerships
• Identify opportunities to enhance service improvement plans
• Complaint and dispute resolution, working to escalation procedures and SLA timescales
• Work with head office teams to disseminate customer service feedback and lessons learned
• Manage operational relationships with commercial tenants
• Identify opportunities to enhance partnerships and resident services or events
• Promote return of resident surveys and act on feedback
• Lead resident engagement activity and deliver events to agreed budgets
• Meet agreed KPI’s and SLA’s
H&S COMPLIANCE
• Responsible for H&S and statutory compliance on site
• Fire Strategy Leadership to agreed protocols
• Manage processes for suppliers and contractors to provide appropriate RAM’s or CHIP’s where needed to comply with H&S requirements/CDM/statutory obligations before starting work on site
• Risk Assessment management including sign off for FRA’s and H&S inspections
• Work with Fire Service and statutory bodies to support inspections, change of strategy and maintain compliance
• Management of accident and incident reporting
• Responsible for emergency preparedness (to agreed protocols) including regular testing and implementation as required
STAFF MANAGEMENT
• Lead recruitment and training of on-site team (in line with support office strategies)
• Motivation and engagement of the whole on site team
• Line Management of site specific Ambassadors/employees
• Identify opportunities to enhance team performance and service delivery
• Annual appraisals of direct reports and ensure appraisals and performance reviews are undertaken for all staff including 1-2-1s
• Performance management and support HR initiatives
• Ensure all staff adhere to processes and meet SLA’s/KPI’s
BUILDING OPERATIONS
• Overall responsibility for operations and service delivery on site
• Twice daily development walk round and quality monitoring
• Procurement of services to agreed (support office) strategies
• Out of hours’ emergency response and attendance if needed
• Manage any service failure issues with contractors or third parties and resolve disputes
• Quality control spot checks of all services and presentation of the development and apartments
• Acting on findings and identifying training or support needs for teams/supplier performance improvement
• Responsible for performance management of contractors on site
• Insurance claim handling including liaison with loss adjustors and third parties
MARKETING AND LEASING
• Input on all marketing strategies and channels to achieve maximum return and leverage
• Meet and exceeding income and leasing targets and implementing strategies to minimise void periods
• Know the market. Local development and rent knowledge including competitor service awareness to leverage the development and its marketing
• Support marketing and lease up including viewings as needed
• Market rent assessments to support central “support” office teams
• Articulate and embed the value proposition of the development to teams and residents/stakeholders
• Oversee content for resident portal, website or app including service updates and promotions
• Oversee social media channels and content management
• Responsible for quality control of the development including apartments with focus on handover to resident and EOT turnaround
• Keep up to date with the BTR market and industry insight, disseminating to teams and support office
FINANCIAL AND REPORTING
• Lead annual budget setting processes including tendering and cost analysis
• Manage and meet agreed development budget targets, exerting budget control
• Identify opportunities for additional or enhanced income streams and develop strategies with Support office teams
• Identify opportunities for cost efficiencies, budget savings and value add
• Meet agreed income and expenditure KPIs
• Produce regular asset performance reports
• Report to support office team meetings as required
• Attendance at court to support debt recovery or possession hearing
KNOWLEDGE, ATTITUDE AND SKILLS
• Excellent analytical skills, including advanced excel modelling skills.
• Strong interpersonal skills.
• Command respect of teams, stakeholders and residents demonstrating strong management skills with authority and ownership
• Proactive and dynamic, taking ownership of all of core duties.
• Strong verbal and written communication skills.
• Accuracy and attention to detail.
• Ability to gather, assimilate, analyse and effectively summarise information and give briefings/prepare briefing notes as necessary.
• Ability to prepare and give presentations.
• Previous experience in residential property (student or private rented preferred) or hospitality sectors
• Experience of working to budgets and targets
• Excellent communication skills displaying sensitivities to and understanding of residents’ needs
• Excellent interpersonal skills
