Block Manager - Borehamwood

Objectives:

• Direct (as appropriate) any service manager or support staff assigned to your portfolio
• Responsible for overseeing reactive maintenance and, where necessary, ensuring that job orders are raised appropriately before sending contractors to site, whilst keeping the customer informed.
• Maintain your tasks and those of any service manager working with you.
• Promote customer service excellence through leading by example and always ensure the best customer experience is provided.
• Communicate frequently with customers you are dealing with, ensuring at every touch point they are kept informed and updated with progress of a job, task, project, or query.
• Obtain a set number of customer feedback reviews per month to ensure company and personal growth.
• Provide monthly reports on time, accurately, and in the format/method requested.
• Issuing of all Major works, accountable for Notices and overseeing works, ensuring that all formalities are adhered to
• Ensure monthly/quarterly newsletters are well presented with useful content and sent out on time
• Maintain budget vs actual expenses at year end in any accounting period to within 5% variance

Responsibilities:

• Effectively manage your portfolio and take responsibility for good all-round customer service
• Dealing with customer queries verbally and in written form either directly or via a service manager.
• Manage electronic data and ensure emails and calls are responded to within 24 hours.
• Management of H&S, FRA, Asbestos, and all other legal requirements.
• Site Reports and lift engineering works, ensuring that all reports are actioned appropriately.
• Completing minutes and site reports within 5 working days.
• Liaise directly with Head of Client Services as necessary to progress any task, project, and meet deadlines.
• To live our core values, contribute positively to our company culture, and be someone your team can count on.
• Set up meetings for the year ahead when taking over new sites
• Continually seek value for money by obtaining quotes from several contractors and sourcing local contractors to site, working with residents on site to ensure that all expectations are met.
• Creating contract orders and signing contracts being cautious of regulations
• Ensure all blocks have up-to-date H&S and FRA, including appropriate signage
• Authorize expenditure ensuring that the site remains with a steady cash flow.
• Working with accounts to create realistic budgets that stay on target each year
• Set/communicate leaseholder and resident meetings, ensure that minutes are kept and sent to everyone within a suitable time frame from the meeting, no longer than one week.
• Prompt and cost-effective maintenance of individual portfolios.
• Authorize seller's packs to ensure that correct and up-to-date information is included.
• Ensure all activities are compliant with current legislation and best practice.
• All blocks built prior to 2000 have asbestos reports and those post-2000 have confirmation from the developer that no asbestos was used in the construction of the building.
• Participate in training sessions and team events.
• Attend external training events for progression. After training/events, prepare and deliver a relevant session to the team.
• Conduct site visits and have site visits written up and on the system within a week of the site visit taking place.

Processing: Oversee or administer yourself as appropriate:

• Set up or monitoring of Insurance claims
• Writing leaseholders and resident letters regarding different issues relating to the block
• In most cases, obtaining a minimum of three quotes for orders over a certain amount
• Liaise with onsite staff so that you are aware of what is going on onsite, along with working with them to ensure the best possible service.
• Ensure that onsite staff have appropriate materials for offices, etc. (toilet rolls, printer ink, paper, etc.)
• Answering any queries that may involve your sites and provide adequate cover when any service manager is not in