Assistant General Manager

You will have responsibility for the daily management of our client's fantastic CoLiving development in Wembley under the direction of the General Manager and via the monitoring procedures provided by the Company and the external third party service provider. You will be responsible for ensuring an efficient customer focussed service whilst maintaining client retention and maximising revenue generation.

You will help to ensure that the development runs efficiently and cost effectively in line with company policies and procedures. Financial management is a main focus of the role with responsibility, in conjunction with the General Manager for the daily management of budgets and cost control.

Business Development

• Actively support the General Manager in leading the business and revenue generating opportunities by working with the General Manager, as required, to:
• Complete sales viewings;
• Meeting new clients to arrange new business and provide support generally
• Instigate and/or wholly participate in promotional & marketing activities.

Community Engagement & Satisfaction

• Develop and maintain relationships with the tenants. Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers' expectations and service levels, and in line with business's own procedures.
• Deliver best-in-class service to ensure resident satisfaction and retention.
• Assist GM with the co-ordination of branded programme of events led by HQ team, whilst also encouraging residents to run their own events.
• Maintain systems with up to date customer feedback and personal preferences.
• With the GM, review results of annual customer satisfaction survey and develop an action plan to produce year on year improvements.
• Connect with local charities through the Community Investment Programme and encourage residents to get involved and volunteer
• Establish and continually review customer proposition via offers, partnerships for residents etc.
• Ensure the app is maintained with events and information for residents.
• Promote community engagement amongst residents with similar interests, backgrounds or connections.

Maintaining Standards

• General operation of the property and deputising in the General Manager's absence.
• Implementation of (and ensuring the building's adherence to) the Company's systems and processes for monitoring standards within the building.
• Carry out property inspections and prepare relevant site reports
• Dealing with tenant's enquiries in a timely manner

Planning & Daily Management

• Responsible for management of the Engagement Assistants, house-keeping and maintenance staff.
• Ensure the daily management of the building to high standards by interpreting and implementing policies and procedures
• Manage all aspects of administration within the residences including electronic and any paper-based systems.
• Ensure daily night services log has been checked and appropriate action taken.
• Effective planning and organising of time and tasks in line with needs of the building and the business as dictated by the General Manager.

Financial Management

• Preparing annual service charge budgets where appropriate
• Managing the budget and maintaining records of any expenses and income
• Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions to collect outstanding debt in line with policies and procedures of the business.
• Use of the computerised internal booking and finance package to manage financial information.
• Ensure billing is completed in line with company procedures as set out by the business

Facilities

• Oversee and co-ordinate and monitor contractor maintenance activities, identifying snagging issues and arranging for timely repairs when needed (in line with SLAs).
• Ensure contractor compliance with Health & Safety activities ensuring appropriate risk assessments, method statements and permits to work are in place ahead of work.
• Management of on-site maintenance technician
• Ensure reactive maintenance work is carried out promptly and in line with our service level agreements
• Managing the communal areas ensuring they are clean and highly presentable at all times through management of housekeepers, any cleaning contractors and via daily housekeeping checks.

Health & Safety

• Follow policies and procedures dictated by current H&S legislation under the guidance of the [insert as appropriate].
• Ensure health and safety checks are completed including fire alarm testing, emergency light testing, monthly checks, emergency equipment and emergency evacuation practices.
• To be fully conversant with the company's fire and emergency procedures including personal emergency evacuation plan for disabled residents (where appropriate).

Short term lets

• Play a key role during the client move in and client move out process for short-term lets to provide a smooth transition whilst ensuring all administrative, operational and financial aspects are completed to a high standard.
• Be responsible for issuing and retrieving keys and swipe cards to clients during the move in/move out process.
• Assisting the team by helping to maintain high levels of site cleanliness and presentation through the periods of short term let, including internal and external areas of the building, to the standard required by the company
• Assist with regular room/building maintenance checks to include resident move in/move out process.
• Assisting with the preparation of resident accommodation at the end of each short-term license agreement ready for new arrivals.

Education & Qualifications:
Minimum: Educated to NVQ level 3 and/or GCSE level 9 - 5 standard or equivalent. Ideally with 'A' level(s) or equivalent
ARLA or IRPM qualification desirable