Resident Services Manager - East London

PMR are seeking a Resident Services Manager for a very unique Build to Rent scheme in East London. The role will suit someone with primarily strong leasing experience who is interested in resident engagement and community curation.

Responsibilities of the role

To provide on site lettings and property management services to an exciting new build residential development comprising 87 apartments in the heart of East London.

To ensure a high level of customer service is provided to residents at all times, all statutory H&S requirements are met and engage with residents to create a sense of community within the building.

Customer Service

• Provide first class customer service to residents
• Dealing with all enquires and repairing issues in line with service level agreement
• Forging productive relationships with key service partners such as the estate developers, contractors and wider estate managers for the benefit of residents and seeking economies of scale for the efficient running of the building
• Organising and running tenant services via third parties and in house
• Ensuring up to date resident communication via various channels including social media
• Seeking special offers and discounts for residents from local businesses
• Creating a community feel through communication, events and innovations
• Coordinating social media activity in conjunction with in house marketing team

Building and Apartment Management

• To act as first point of call for residents to report maintenance issues
• Co-ordinating all contractor appointments and defect warranty repairs, logging issues in order that required service levels are attained
• Carrying out regular inspections of communal areas and apartments
• Responsible for Health and Safety compliance coordination utilising company systems; liaising with the Estate managers where required
• Organising minor works between tenancies to maintain first class presentation of apartments
• Assisting central team with legal action and insurance claims
• Liaising with Estate Managers on all external and grounds maintenance issues

Letting and marketing

• Ensuring communal areas and available apartments are well presented and appealing to prospective tenants at all times
• Liaising with appointed letting agent(s) during initial let up period
• Post initial let up, uploading availability details to marketing portals and updating adverts as necessary, dealing with enquiries, conducting viewings and negotiating offers
• Completing all applicant vetting in line with procedures
• Processing offers and completing all tenancy documentation

NB It is intended that partner letting agencies are involved in the initial let up phase, post completion of building works in order to gain full occupation in as short a time as possible.

The successful applicant will be required to issue all documentation in relation to all lettings along with seeking references and completing right to rent checks. Upon completion of the let up phase, it is intended that the regular remarketing of the apartments will be conducted by the successful candidate.

Tenancy Management

• Meet and greet with all new tenants; providing Welcome Packs and new tenancy information
• Completing check in and check out reports; determining deposit returns
• Assisting the credit control team to ensure the timely payment of rents and liaising with residents to address problem cases
• Undertaking tenancy renewals, driving rental growth

Asset Performance Management

• Providing regular asset performance reports and attending monthly meetings with line manager
• Driving rental growth, ensuring that rents in the building are maximised yet competitive within the local market
• Managing the building expenditure budget and ensuring value for money from suppliers, maximising the net operating income
• Establishing and delivering additional income streams where appropriate

The above is not an exhaustive list of duties and the individual will be expected to perform different tasks as necessitated by the evolution of the role within the building.

Personal Attributes

• Strong customer service ethic / background
• Positive, can do attitude
• Common sense approach
• Ability to think on their feet and make considered decisions
• Outgoing, warm and friendly personality
• Organised, meticulous, tenacious
• Excellent written and spoken etiquette
• IT literate and Social media savvy
• Strong financial management skills