Assistant Manager - Build to Rent

The Assistant Manager of our client's Glasgow development will work closely with the General Manager to mobilise the site, successfully letting all the apartments, looking after over 1,000 residents, and running the physical buildings.

The successful candidate will play a key role in managing and leading the team of 8, including lettings, customer service, and maintenance roles, and be supported by the HQ team and colleagues across the UK

YOUR PROFILE:
* We are looking for a highly organised individual who thrives in a fast-paced environment
* A sales mentality and sales experience are a must, preferably within a lettings environment
* You should have a genuine passion for delivering excellent customer service, and love interacting with customers
* The successful individual will be willing to get their hands dirty to solve challenges and make things happen
* Experience of managing and leading a team is also an essential part of your profile
* You need to be comfortable with numbers, and operational and financial reporting
* The successful candidate will have previous experience in residential property (PRS, BTR, or PBSA), and knowledge of lettings, property management, and H&S legislation in Scotland, including PRTs

KEY RESPONSIBILITIES:

Lettings: achieve a great lease up by letting all the apartments at the best rents possible:
* Establish the right structure, processes, reporting and team mentality to efficiently and effectively run the end-to-end lettings experience - from initial enquiry, to viewing, to letting, to move-in
* Conduct enthusiastic and informative viewings with prospective residents to encourage them to rent with us
* Run an organised approach to referencing, ASTs and payments to move residents in quickly
* Be on top of data and the local market to influence rents, marketing and leasing strategy to maximise lease-up

Mobilisation & Property Management: launch and maintain the building, achieving the required standards
* Lead handover from the contractor building the site, including snagging of all apartments and communal spaces, provision of information, and appropriate training on key systems for all team members
* Set up on-site processes, purchase necessary equipment, and identify any requirements for external contractors / experts, obtain quotes, and make recommendations for instruction
* Maintain site ongoing, including regular walkarounds, H&S and PPM testing, reporting and management of defects, apartment turnarounds
* Establish and lead the out-of-hours and emergency response processes, including ensuring the availability of self and / or other team members to coordinate and deal with any incidents / situations

Customer Service: deliver a great experience for all residents:
* Go above and beyond to ensure the team deliver a warm, welcoming environment for all residents and visitors
* Set up the team, systems, and processes to meet resident expectations when dealing with maintenance requests, questions and other needs
* Actively seek feedback, via Google reviews, Homeviews, etc, and act on it to improve the overall experience
* Promote engagement by organising and delivering on-site events, and partnerships with local businesses

Team: recruit, manage, lead, and performance manage a best-in-class team
* Organise and motivate team to achieve individual and team objectives, conducting regular 121s and team meetings, and shadowing on key tasks to provide open and regular feedback and coaching
* Lead on recruitment and onboarding, and identify and address training needs, and performance issues

Commercial: understand and own the operational and financial metrics for the scheme
* Draft, manage, and review operational and financial budgets, and use these to report on, and provide insight into, performance against KPIs, including rents, occupancy, net income, NPS
* Lead rent collection process, including management of arrears and bad debt cases, and evictions