Assistant Resident Services Manager - Wembley

PMR are seeking an Assistant Resident Service Manager for our client, a national provider of Build to Rent residential properties, based on site at their Wembley Scheme.

To provide onsite lettings management services to an exciting new build residential development comprising 148 apartments in a large-scale regeneration scheme in Wembley Central. To deal with all aspects of lettings administration and lettings compliance. To be the first point of contact from enquiry stage, viewing the property through to resident move in. To ensure a high level of customer service is provided to residents at all times. You will assist with the smooth running of the development and assist in any emergency situation which may occur. This involves providing visible security cover to the development, handling enquiries and customer concerns, monitoring CCTV and controlling contractors and deliveries to the site.

Key Responsibilities

• Ensuring communal areas and available apartments are well presented and appealing to prospective tenants at all time
• Responding to rental enquiries, booking in and conducting viewings and agreeing offers
• Completing all applicant vetting in line with the company's procedures
• Processing offers and completing all tenancy documentation
• Ensuring up to date resident communication via various channels including social media
• To readily interact with all visitors / tenants in the development, delivering a first-class customer service going the extra mile
• Be professional, pleasant, friendly, courteous, and helpful, looking for opportunities to interact with customers and retailers
• Ensure that the site is a safe and non-threatening environment for all visitors / tenants
• Ensure compliance with all site procedures and the ability to work with external agencies including local authorities and law enforcement
• Ensure a timely response to all security issues adhering to site policies and procedures
• Provide support to third party contractors / visitors ensuring all site procedures / policies are adhered to.
• Carry out regular proactive patrols of the development as detailed in the site Assignment Instructions.
• Deal efficiently and effectively with emergency

• Accurate completion of site records / reference materials including Health & Safety records, Incident Forms

• Creating a community feel through communication, events and innovations
• To act as first point of call for residents to report maintenance issues
• Co-ordinating all contractor appointments and defect warranty repairs, logging issues in order that required service levels are attained
• Monitoring CCTV and act upon any issues noted
• Completing check in and check out reports, determining deposit returns
• Work alongside the RSM to ensure H&S statutory requirements are meet across the development

Skills, Knowledge and Experience

• Strong customer service ethic / background
• Positive, can-do attitude
• Common sense approach
• Ability to think on their feet and make considered decisions
• Outgoing, warm and friendly personality
• Organised, meticulous, tenacious
• Excellent written and spoken etiquette

• IT literate and social media savvy
• SIA Public Space Surveillance (CCTV) licence- essential
• SIA Security Guarding Licence - essential