Senior Relationship Manager - Property and Resident Experience

PMR are seeking a Senior Relationship Manager to work with our client at their Build to Rent neighbourhood in Manchester.
This role will set and communicate clear goals and expectations in line with the vision and aspirations of the General Manager of the neighbourhood.

The remit will involve improving standards to be recognised as the highest in the industry, to retain and attract residents through exemplar customer service whilst managing costs and delivering efficiencies as the business grows. Building relationships and influencing stakeholders is critical to this role.

Success looks like a fully engaged team, with clear direction, support, and challenge, especially during times when change is necessary.

Responsibilities:

• Managing the property portfolios and resident experience through the Relationship Managers, Repairs and Maintenance team and by liaising first-hand with the Management Company to ensure quality, efficiency, safety, security, resident engagement, and profitability.
• To create an environment that enables the General Manager of the neighbourhood to lead and define the overall resident proposition and deliver commercial performance.
• Be accountable for driving Gross Profit of the neighbourhood through effective property cost management.
• Lead and empower the neighbourhood operations team to drive a culture of "residents first" in all aspects of service delivery.
• To review ongoing productivity and processes to gain efficiencies and achieve company objectives.
• Ensure that the neighbourhood team follow the company standards, policies, and property legislation.
• To contribute to and deliver agreed business plans with the GM of NMY to achieve business goals. To lead short and long-term projects when required which support the business plan.
• Lead the Repairs and Maintenance department to achieve agreed KPI's, deliver quality and service standards within agreed cost budgets.
• To be the point of contact for any feedback and complaints prior to escalation to the GM of NMY, with the aim to protect the business reputation and integrity.
• Develop positive working relationship with the central support functions and operations team to ensure effective operational support, agitating output where necessary.
• People management aspects, direct reports

Qualifications & Experience:

• Single-site or regional operational experience essential
• Real Estate / BTR / Residential experience highly desired
• Leadership and proven engagement of teams.
• Demonstrable track record in delivery of process improvement that drive efficiencies and support positive customer experiences.
• Experience in start-up / growth phase desirable.
• Industry legislation knowledge
• ARLA or equivalent property qualification highly desired.

Key Skills & Competencies:

• Exceptional communicator at all levels, written and oral
• Independent leader able to own and direct complex issues and challenges in a resilient manner
• Comfortable being close to detail
• A balanced approach to support and challenge.
• Highly motivated with very high levels of integrity
• Organised, self-motivated and results driven
• Energetic and passionate
• High standards with attention to detail
• Collaborative, team player