Resident Manager - North West London

The Resident Manager is responsible for ensuring the smooth operation of the buildings ensuring an optimal customer experience from move-in, all the way through to move-out. This will involve managing the resolution of all reported cases, management of the customer facing operational team members and ensuring that all team members live by the core values to deliver a consistent first-class customer service, embracing opportunities to stand out from the competition.

Customer service and Team

• Deliver a consistent positive, customer focused environment where the development team put the customer at the centre of everything they do, focused on delivering excellent experiences
• Review of resident and visitor feedback regularly to identify successes and opportunities in the resident experience, creating solutions to resolve opportunities to deliver upon the customer engagement target
• Ensure the department have full knowledge of apartment and communal area systems and operation to support resident's needs
• Ensure there is a robust plan in place for the smooth operational success of resident amenity hires and social space hires, inclusive of ancillary revenue services
• Support new incoming teams as required on other plots to aid the smooth on-boarding process
• Ensure team behavioural and grooming standards and appearance are in line with company standards at all times
• Attend meetings as requested with other Property and Residents teams to share knowledge and best practice
• Ensure any serious customer concerns/ complaints are managed appropriately and escalated to the Operations Manager and Head of Operations as required

Commercial

• Ensure there is a robust strategy in place to deliver upon the development ancillary revenue targets
• Ensure there is a structured process in place so the team deliver effective customer communication and problem resolution. Network and regularly interact with customers to build customer relations and confidence in order to aid customer retention and generate renewals, delivering on development renewal targets
• Strong and robust management of development P&L, being creative and looking at ways to reduce expenditure and generate income to create a profitable development, utilising team to share commercial focus
• Review commercial reporting, budgets and supporting tools weekly, monthly, annually when applicable to identify trends and opportunities alongside robust review of commercial strategy to deliver development targets.

Operational/ Compliance

• Own the development of your team, ensure they are set up to succeed and all the required learning during induction and on-boarding is completed, holding regular catch ups to proactively manage and support your team's development and growth
• Production of weekly / monthly reports as required by Operations Manager and Head Operations (examples include; Renewals progress, NPS score updates and trends, Work Order numbers received and resolution rates including trends, average churn cost per apartment summary, ad-hoc reports such as communal lounge usage data to help determine where we can drive efficiencies etc.)
• Ensure cases received are acknowledged, actioned and closed within set time frame targets;
• Ensure daily patrols are conducted of the development to review perimeter, entrances, terraces and communal gardens to they are maintained to an exceptional standard at all times, ensuring that upkeep, maintenance and cleanliness of communal parts is in line with Company standards - daily checks of the leasing walk
• Ensure all move-ins are coordinated with relevant functions and third party service providers to ensure apartment is in line with Company standards to deliver a positive experience on move in and move out.
• Ensure that all operational admin is scheduled and carried out with all new customers/ residents within apartments post move-in and also completion of all move out/ new lease admin in line with business SOP's
• Work closely with defects resolution team to ensure resident cases are closed out in line with the business SLAs.
• Implement stock control / inventory, weekly void apartment checks, scheduling apartment health checks; plan all apartment check-outs with departing customers in attendance, recording and agreeing apartment condition with the customer in line with Operational processes
• Ensure full awareness of all move-in / move-out forecasts maintaining strong inter-company communications
• Ensure apartment status reporting is current and up to date to ensure daily reporting is accurate
• Track R&M budgets MtD versus budget and report accordingly on trends to aid implementation of necessary mitigation measures
• Plan, schedule and support all apartment inspections required during the apartment/ tenancy life cycle, documenting and taking the required action as appropriate
• Ensure that there is a strong and robust communication process with third parties, functions for the smooth running of the development
• Ensure the terms of the ASTs are complied with at all times identifying any areas of improvement
• Support the Operations Manager in ensuring the 3rd party specialist Facilities Management company are fully compliant with PPM schedule and ensures warranty preservation for all specialist plant, equipment and building fabric materials
• Effective management of team, utilising the tools provided and being proactive to ensure team engagement is high and in line with business expectations, being proactive to seek feedback and taking the appropriate action where required
• Have regular one to ones with team to drive development and management of poor performance to ensure team are delivering on targets and Company expectations

H&S

• Ensure all matters relating to H&S compliance are adhered to and reported where required, including 3rd party statutory checks
• Ensure building security is maintained at all times especially on stadium / Arena / Wembley Park event days
• Attend company Health & Safety committee meetings as required by the Operations Manager and Head of Operations
• Ensure knowledge of the company Health & Safety Policy and comply with specific requirements requested of you for your role and those who report into you

Qualifications/Skills:

• ARLA / AIRPM qualifications or similar - desirable but not essential;
• Experience in customer facing roles essential, ideally from hotel, retail, student accommodation or residential sectors.