General Manager - Build to Rent

The General Manager will have the responsibility of the Leasing Strategy of current and future our client's Build to Rent portfolio along with the overall delivery of customer service and brand execution through our marketing campaigns and social channels. Ensuring the business continually delivers an exceptional Leasing Journey, from lead to lease, all the way through the lifetime of their tenancies. The role will entail regular review of business plans to ensure the current portfolio is on track to meet occupation, & rent growth targets as well as working closely with the Operations & Facilities Manager to ensure the building is operating efficiently and aiding the reduction of void periods and void costs, and looking at opportunities to improve retention. The General Manager will report to the Director, Leasing & Operations and will be supported by the senior team. The role may, from time to time, involve providing cover for the Leasing Manager or other direct reports.

MAIN RESPONSIBILITIES

Leasing

• Overall responsibility of Leasing Customer Journey, and the various touch points within the companies internal systems. (Hubspot/Yardi/Company Website).
• Ensuring the Leasing office continues to meet the requirements and standards as set out by regulatory bodies such as ARLA Propertymark, the Property Ombudsmen, CMP & ICO.
• Working closely with the marketing team to curate and maintain an engaging EDM campaign strategy.
• Working with the Leasing Manager to set re-let or renewal rents in line with business plans.
• Acting as signatory for Tenancy Agreements, Renewal Addendums and any other notices. Continual development of the company's CRM System (Hubspot) ensuring workflows are updated and regularly reviewed where necessary and data is controlled and cleansed in line with GDPR requirements.
• Ensure both Leasing and Tenancy Progression teams are using company systems in line with procedures.
• Generate regular reports on overall Leasing performance for the senior team. Analysis of applicant data and leasing activity with strategic reviews and proposed changes to increase activity or improve performance.
• Management of monthly commission payments to Leasing Consultants. Ensuring both Leasing and Tenancy Progression teams are practising in accordance with any current legislation, as well as keeping abreast with any upcoming changes in legislation, ensuring the teams are prepared and trained where necessary.
• Annual reviews of Commission structures to ensure they remain competitive and motivating.
• Review and approve waivers of referencing.

Operations

• Lead delivery of first class customer service and resident engagement and identify opportunities to enhance service.
• Monitoring and maintaining positive reviews and scores on Google Review and Homeviews.
• Supporting in the planning and strategy of future buildings. Continual development of internal systems and third party suppliers, ensuring suppliers like tenant referencing are adapting to changing needs.
• Implementing and updating Standard Operating Procedures and delivering or organising training as and where necessary.
• Organisation and oversight of a training programme for all site-based staff. Supporting the senior team in various research, preparation and planning of Phase 2 & 3 of the portfolio where necessary
• Mobilisation of future assets set to be delivered in 2024 onwards including mobilisation.
• Supporting the Building Managers and onsite teams to ensure that all areas and aspects of the buildings are presentable and of an exceptional standard.
• Direct supervision of Leasing and Tenancy Progression Team including recruitment and monitoring of on-going performance, authorisation of leave, pay, benefits and disciplinary procedures.
• Additionally, to support your direct reports in their recruitment and monitoring of on-site teams.
• Assist the BMs and PMs in the event of any emergencies (both during and outside office hours as required).
• Responsible for cost control relevant to areas of Leasing and Tenancy Progression
• Ensure all purchasing levels are within authorised limits using nominated suppliers only. Ensure all invoicing for your properties is correct and all financial procedures are adhered to.
• Review all outstanding payments and bad debtors report for the portfolio. Review and approve necessary action on bad debt cases, including writing off debt, or proceeding with Court action.
• Control all costs within budgeted responsibilities, maintaining records of all spend per property.
• Analyse site expenditure and look for ways to gain cost savings where appropriate. Manage procurement of third parties where necessary, following company procurement procedures where value exceeds £150,000.
• Hold business reviews quarterly with the team to discuss site performance and agree improvements.
• Establishing and delivering additional income streams where appropriate.
• To promote and implement sustainability initiatives

PERSON SPECIFICATION

• Previous experience in High End Residential Lettings for a minimum of 3 years is essential.
• Experience of launching new products to market, or developing leasing strategies A good overall education to 'A' Level / NVQ Level 3 or 4 standard or equivalent (to include English & Maths).
• Must possess a minimum of IRPM level 2, ARLA Level 3/4, and working towards IRPM BtR Level 4.
• Experience of Service Charge/Operational budgeting, monitoring of expenditure and financial reporting for budgets exceeding £1 million is essential.
• Advanced understanding of Residential lettings and the legislative framework it sits within.
• Basic knowledge of building maintenance systems.
• Excellent management and leadership skills with the ability to lead a team to deliver exceptional service and customer satisfaction and maintain a positive team morale.
• A strong understanding of the principal aspects of legislation relating to the letting and management of Residential Property Law, together with the ability to understand complex legal documentation, e.g. leases., contracts etc.