Property Manager - Build to Rent

To be responsible for the day to day running of a Build to Rent residential development in Wolverhampton as well as Property Management and Lettings duties of Single Family Housing in Derby. You will have full control of all on site operations for your allocated scheme(s), building up rapport and relationships with residents and suppliers.

You will directly deliver services to clients, residents and contractors being the first point of contact for any issues. You will be tasked with ensuring the scheme(s) maintain a consistently high occupancy wherever possible though pro-active and efficient management. You will manage viewings, changeovers in tenancy, refurbishments and maintenance requests. You will be familiar with all legal, regulatory and statutory guidelines related to property management. This will be a varied role, helping scale and grow the business.

Key tasks will be

• Instructing and managing subcontractors
• Dealing with rental enquiries, undertaking viewings and completing tenancy paperwork
• Ensure customer experience is impeccable at every interaction
• Ensure financial performance and monitor rental payments
• Manage suppliers and coordinate repairs and maintenance
• Implement renewals and organise check in/out inspections
• Manage arrears and legal recovery process
• Market and monitor all live properties on a range of portals
• Ensure the scheme(s) letting and H&S compliance is always maintained
• Setup and improve systems and processes
• Ensure ethical and sustainable practises are at the heart of operations
• H&S / Compliance
• Reporting & MI

Responsibilities:

Customer Service

• Go above and beyond to ensure a warm, welcoming environment for residents and all visitors.
• Promote resident satisfaction by responding to questions, maintenance requests and complaints in a timely manner and take appropriate action to address and resolve service issues.
• Manage and host regular resident social events and encourage positive interactions on the Resident APP to build the community.
• Establish relationships with local businesses, strengthening the development and business as a pillar of the local community.
• Deliver all on-boarding materials such as handbooks, notices, instructions.

Lettings

• Maintain full rental occupancy by retaining existing residents with renewals, and advertising, carrying out viewings and negotiating lease agreements for vacant apartments.
• To ensure the smooth running of the letting process from offer acceptance to move-in and settling of new tenants.
• Preparing tenancy agreements and ensuring these are processed in line with our company procedures.
• Co-ordination of all contractual agreements, tenancies and leases.
• Review tenancy agreement applications for suitability of tenants and guarantors (where applicable).
• Audit enquiry and tenancy agreement paperwork and report to relevant teams.
• Co-ordinate move in and out inventories along with any relevant cleaning requirements.
• Successfully deliver against operational KPIs including Net Income, Occupancy, Customer Satisfaction.

Property Management / Health & Safety

• Conduct regular property walkarounds and take appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, general appearance and appeal.
• Contribute to and review operational budgets and financial performance when required and seek to find efficiencies where possible.
• Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required.
• Manage any actions raised via risk assessments and ensure the relevant corrective actions are implemented.
• Responsible for H&S and statutory compliance on site.
• Manage processes for suppliers and contractors to provide appropriate RAM's where needed to comply with H&S requirements/CDM/statutory obligations before starting work on site.
• Work with Fire Service and statutory bodies to support inspections, change of strategy and maintain compliance.
• Management of accident and incident reporting.
• Responsible for emergency preparedness (to agreed protocols) including regular testing and implementation as required.
• Monitor the maintenance activities to ensure resident requests and preventative maintenance programs are being performed according to company and statutory standards.

People

• Manage on-site team members including the Maintenance Technician and any temporary staff and coordinate daily activities to achieve the operational goal.
• Effective and accurate credit control to ensure no outstanding debt on resident accounts, taking remedial actions.
• Ensure billing is completed in line with company procedures.

Reporting

• Prepare and ensure the preparation of regular customer & building data.
• Prepare reports as required to report against KPI targets.
• Attend meetings and online calls and deliver minutes to team.
• Draft and manage the Resident Service budget, monitoring it regularly and ensuring expenditure is within target.
• Respond to out of hours emergency calls.
• Develop and maintain a smooth working relationship with relevant outside bodies
• To influence and contribute to delivering objectives.
• To be customer-focused in all dealings with residents.

Core Competencies

• Delivering unrivalled customer service consistently to all stakeholders
• Be familiar will all legal and regulations, requirements and best practice.
• A sound understanding of risk controls, processes, measures and related MI/reporting.
• Possessing ability to manage and prioritise own workload.