Resident Services Manager - Birmingham

PMR are seeking a enthusiatic customer service orienated Resident Services Manager to work at a large Build to Rent scheme in Birmingham. The Resident Services Manager will provide a high quality, innovative, operationally efficient and economically competitive environment for residents of the Build to Rent property.

Main duties:

• Responsible for effective and efficient building management, including car parks and landscaped areas, internal and external fabric, common areas and front of house and all other residential services.
• Develop and maintain a professional understanding and close working relationship with appropriate resident representatives and commercial occupier's representatives and encourage frequent and open communication and information flows on relevant building and estate issues.
• Oversee all residential services, acting as the contract manager for the concierge and other front of house contracted services.
• Supporting the General Manager in creating a community, assisting in the arrangement of Resident Events, innovations and communications.
• Assisting the General Manager in resident communications and marketing through various channels including social media.
• Sending weekly move in / move out surveys to current and previous tenants to monitor and improve service levels.
• Provide contract management for the outsourced residential building services, ensuring that the operational staff duties are carried out to a high standard using appropriate equipment.
• Provide training to staff in relation to expected standards and quality of general cleaning and Health & Safety requirements, in particular the operation of equipment, manual handling and COSHH.
• Assist in the management of the production of the annual residential service charge budget, coordinating the input of internal resources and ensuring strict adherence to the published programmes.
• Ensure that Health & Safety, emergency procedures and safe working practices are established, maintained and conform to current legislation, ensuring residents, occupiers, operations staff and the management team alike are provided with a safe environment in which to live and to conduct their core business activities.
• Ensure internal building, apartment lobby and courtyard security is maintained at all times, including liaising with the General Manager regarding access control management and issues, and suspicious activities which may be identified.
• Ensure that Health & Safety, emergency procedures and safe working practices are established, maintained and conform to current legislation providing a safe living and working environment.
• Act as the Responsible Person and Senior Fire Warden in the event of an emergency. Take all reasonable measures to ensure that residents and commercial occupiers remain aware of their obligations in respect of the building incident procedures and where appropriate, risk assessments and that the legitimacy of the document is not in any way compromised.
• Ensure that all procedures and policies are communicated with residents, that information published in hard copy or on the residents portal is maintained as 'current' at all times and that relevant testing of procedures is carried out and documented.
• Ensure all aspects of building staff training, development and general welfare requirements are identified and formally reviewed in accordance with the relevant company training policy and appraisal process.
• Pro-actively procure, following the company tender guidelines where required, building and contracted services, ensuring the requisite standards for the management and delivery of building services are upheld through regular structured monitoring and direct liaison with service providers.
• Employ in practice the principles with regard to Fabric Management and Long Term Costing initiatives to ensure value for money building management.
• Take ownership of the company vision and values ensuring that they are fully integrated in to all of the assigned buildings services.

Lettings:

• Providing OS based reports and statistics to the Operations/Portfolio Manager as per client requirements.
• Checking tenancy details are entered correctly prior to tenancy commencement.
• Communicating and engaging with applicants in line with brand values and agreed service levels.
• Providing welcome packs and check in new residents.
• Coordinating renewal communications and negotiations when appropriate on instructions of Operations / Lettings Manager.
• Transferring tenancies where requested and approved by client.
• Serving notices upon instruction from the client, in line with company procedures.
• Confirming receipt of tenant notices, advising Resident Services team of tenancy termination dates and liaising with tenants regarding arrangements for the end of their tenancies.
• Liaising with Resident Services team to ensure check outs are completed
• Sending check outs to tenants and negotiating deposit releases at end of tenancy.