Assistant Resident Services Manager - Barking

Overview

• Support the Resident Services Manager in the safe management of the operations of the site
• Responsible for the day to day management of the team of Resident Services Associates
• Work alongside the Resident Services Manager and RS Team to deliver exceptional customer services to all Residents enabling the asset to deliver performance above target and aligning the team to work as one

Scope of role

• Support the RSM in the delivery of the customer service strategy and service to our agreed standards
• Manage the team of Resident Services Associates
• Lead the RSA team to increase resident satisfaction with service delivery
• Lead the RSA team to deliver high-quality resident services
• Collaborate with company-wide colleagues to ensure excellent customer service
• Lead the RSA team to encourage and support resident engagement
• Management of the RSA team rota
• Promote the company and build good relationships with external partners
• Deputise for Resident Services Manager as and when required

Experience

• Previous experience working in organisations providing property management is essential
• Previous demonstrable experience of effectively managing a successful team, with strong management skills

• Strong written and verbal English
• Qualifications in property or customer service would be advantageous
• Previous experience of working towards and achieving targets
• A good communicator with strong interpersonal skills, including the ability to listen
• Well-groomed and professional appearance
• Passionate about customer service
• Ability to build relationships and work collectively with colleagues
• Demonstrable ability to think creatively and embrace new challenges daily
• Goal-focused, positive and resilient with the determination in delivering exceptional outcomes for its residents and communities

Customer Service

• Carry out services such as maintenance enquires, inspections, lettings viewings, parcel management and ad-hoc tasks, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person
• Ensure the resident move in and move out process is seamless to include property and right to rent checks
• Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service
• Handle day to day enquires from residents and complaints escalating where required
• Manage the team to achieve positive on-line reviews and customer feedback surveys, devise and implement innovative ways to promotion the annual NPS survey to resident

Operations

• To support the delivery of high-quality services including voids & unit management, end of tenancy processes, regular health & safety checks, raising works orders and approval of invoices
• Management of the RSA team rota
• Be an ambassador for the events committee, encouraging the RSA team involvements and working with the management team to deliver Quality Resident Events Complete in tenancy property inspections and visits to residents' homes as and when required
• Liaise & book contractors, cleaning and maintenance operatives
• Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented and targets are achieved
• Support the Senior RSA in the preparation and updating of all local information and resident handbook content
• Effective management of the team to ensure delivery of operational and performance based KPI targets
• Effective void management, minimising void days and retention of damage deposits
• Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required

Customer Engagement

• Identify opportunities for enhanced service delivery to optimise customer experience
• Meet & Greet residents and handle complaints to an effective resolution
• Host & attend regular events for residents, ensuring that events are run smoothy and marketed effectively through social media and other methods of communication

Reporting

• Assist Resident Service Manager with weekly and monthly operations reports. Attend meetings in RSM absence and be able competently complete all required reports
• Record all receipt of keys and visitors to site
• Awareness of operating budget, ensuring expenditure is allocated to correct funding codes
• Ensure all incidents are reported, follow up actions complete, and relevant parties advised

Other

• Any ad-hoc tasks as requested by the Resident Services Manager
• Respond to out of hours emergency calls in absence of manager
• Represent the company as required
• Actively contribute to delivering objectives
• To be customer-focused in all dealings with residents
• Work with all teams; Credit Control, Customer Service, Lettings and Facilities Management to enable the delivery of exceptional customer service and effective management of the site
• Work with RSM with any RST recruitment requirements
• Responsible for training and mentoring the RSA team members