Resident Services Manager - West London

PMR are seeking an experienced Resident Services Manager to oversee the on-site operations, on-site team and performance of a Build to Rent development in West London. The ideal candidate will be a skilled manager with good knowledge of either BTR/PBSA operations with a track record of success in a similar role.

Responsibilities:

• Responsible for the day-to-day operation and performance of the site and all on-site staff members
• Ensuring 100% occupancy, financial and compliance targets are consistently hit, and performance is monitored and recorded
• Manage and monitor KPIs for onsite team, coordinate periodic inspections and assessments around the building
• Ensure the building is presentable and monitored by all staff on-site, define and maintain service standards and develop a positive culture of service throughout the whole team.
• Ensure that the building meets all statutory compliance, health and safety requirements at all times
• Ensure that processes, procedures, and policies are in place and followed correctly. Review and update these processes where necessary. Manage a document library of these processes.
• Carrying out monthly one-to-ones with the on site team and undertaking annual appraisals for the properties staff members. Developing and upskilling wherever possible
• Ensure that the training of the team is up to date and that any new starters are trained and inducted competently, including any on-site teams. Staying up to date with industry and legislative changes and rolling out updates and training where necessary
• Understanding Head Office requirements and ensure that all KPIs and SLAs are met
• Work closely with the accounts teams to ensure that financial records are correct in order to produce accurate reporting.
• Ensure that any Local Authority Notices or Environmental Health Notices are resolved.
• Work closely with the site team to improve community engagement, resident experience, and to ensure a smooth resident journey.
• Demonstrate a passion for culture and events, leading the team to concept and deliver a compelling programme of guest engagement that sets the development apart
• To remain flexible to meet the demands of a lean agile business

Skills, Knowledge & Experience:

• A strong resident service background, improving internal and external satisfaction
• Previous experience as a Manager in BTR/PBSA
• A general knowledge of health and safety procedures and practices is essential, and an eye for detail to ensure standards and compliance is maintained is critical.
• A passionate, can-do attitude, driving a business comes first culture through the different lines of communication within the organisation.
• Experience in a resident facing role
• Strong record of people management experience, team leadership and communication skills
• Excellent time management, organisation, and multi-tasking skills in a fast-paced work environment
• Excellent customer relations skills and plenty of energy and enthusiasm
• Resourceful problem solver always up to the challenge
• Superb written, verbal, and interpersonal communication skills