General Manager - Build to Rent

PMR are seeking a General Manager to provide critical hands-on leadership for this stunning development.
Located in the heart of West London and just a four-minute walk to the nearest underground station, this is a unique opportunity to deliver a boutique Build to Rent development.
With the support of both a leasing & maintenance assistant, the General Manager will be ensuring the effective delivery of planned preventative maintenance, security, cleaning, AST management, sub-contractor management, and liaison with the property landlord and stakeholders.
This is an onsite role based in the management office, responsible for leading the property team to deliver the brand's vision & values in an innovative, operationally efficient manner, providing an excellent quality residential environment for its residents, occupiers, and visitors.

Key responsibilities:

Leasing & Administration

• Lead the team to deliver a dynamic marketing & leasing strategy; providing feedback to the Asset & Operations team and achieve desired rental rates.
• Engage & manage external leasing agents where required. React to mystery shopping feedback and coach best practice.
• Record and respond to enquiries, communicating with applicants in a professional manner. Follow reference files through the application process, contract and deposit registration.
• Ensure tenant documents are correctly processed, in accordance with company best practice and GDPR regulations.
• Ensure rents are collected in a timely manner and manage the arrears process. Negotiate tenancy renewals alongside centralized targets and take responsibility for the serving of statutory documents such as (but not limited to) Section 8 and Section 21 notices.
• Become expert at the localized council HMO regulations and ensure compliance. Take responsibility for the application of new licenses and liaise with the Council to provide appropriate documentation.
• Utilize property management software to record transactions and forecast vacating units.

Property Management

• Drive continuous improvement, implementing, and creating new policy as required.
• Be the point of contact for local authorities, property consultants, solicitors, professional bodies, and others.
• Ensure smooth and effective handover for incoming tenants and manage the process for those outgoing.
• Consider compliance at the heart of successful management; including the Right to Rent process, deposit management, HMO Licensing, Fire & Building Safety.
• Proactively address lease breaches, managing the remediation process to completion or escalation as required.
• Be accountable for the Property's performance, compiling a monthly business review and attending a meeting with the Regional Operations Manager to review.
• Reconciling the monthly credit card statement and liaison with the Finance team and accountant to assign relevant cost codes. Approval of invoices and providing these to Accounts Payable for processing.
• Liaise with Utility providers and communicate void unit billing in an efficient manner.
• Be the escalation for resident complaints to ensure speedy and efficient resolution.

Team Management and Development

• Support new members of the team, providing a warm welcome and supporting their development through training, guidance, and mentorship.
• Liaison with recruiters and candidates during the hiring process. Interviewing when appropriate and providing administrative support to the group VP of HR during the recruitment process.
• Manage staff including resolving conflicts and disciplinary action, with the support of the group VP of HR.
• Contribute and support the growth of company team culture, working in line with the brand values and encourage others to do the same
• Act as a role model and maintain energy and commitment with the team.

Facilities Management

• Ensure compliance with current Fire and Health & Safety regulations.
• Oversee property maintenance requirements, scheduled flat inspections and recording of the same. Complete all resultant actions in a timely manner. Create a system for property turnarounds at the end of tenancy.
• Continual oversight and monitoring of the planned preventative maintenance programs using the facilities management software platform QUOODA.
• Manage the activities of sub-contractors that provide hard & soft services.
• Manage the reactive maintenance budget and identify opportunities for financial savings and efficiencies. Contribute to the preparation of annual and project budgets and identify opportunities for Capex/Opex spend.
• Consider the impact on residents, staff, organization and budget when decision making, and ensure a balance is maintained across competing objectives and needs.
• Evaluate building performance alongside ESG targets and ambitions, reporting to the group ESG manager.
• Review internal & external Risk Assessments annually, and liaison with the Group Health & Safety providers for annual FRA & H&S reports & subsequent action points.
  
  

Desirable experience:

• Experience of working in the private residential sector
• Strong technical knowledge and understanding of BTR operator principles, including equipment maintenance, health and safety regulations, and efficiency in facility operations.
• Industry related qualification (NFOPP, RICS, ARLA, ARMA, IRPM, IOSH, NEBOSH, CIBSE, CIOB, IHEEH).