Estate Manager

Our Client is looking for an Estate Manager to join the team at a luxury development in South West London.

Working Hours: Monday to Friday 0900-1700. (Some call out and evening/weekend work may be required. The Estate Manager will also participate in the "Manager on call" rota.)

Main Duties:

• Line management of the Assistant Manager and Maintenance Manager.
• Active input into the development and well-being of the wider team including Concierge staff, Handyperson and Cleaner.
• Writing and delivery of Annual Performance Reviews.
• Ensuring appropriate cover is provided for absent staff and completing return to work meetings.
• If necessary, providing cover at the front desk/reception area when Concierge are on Lunch or are unexpectedly absent.
• Approving monthly rota, authorising annual leave, and processing overtime.
• Ensuring all training requirements are met (first aid for example) and that any training needs are identified and acted upon.
• To hold investigation/disciplinary meetings with any team member should they not meet/maintain the standards required of their role or breach their contract of employment, using strict HR protocol.
• To act immedicably on any matters that may constitute gross misconduct.
• Ensure the appearance of staff is in keeping with their role.
• To promote a healthy and happy work environment.

• Day to day responsibility for the management of the Estate, ensuring that the building and the facilities are well maintained and safe.

• To maintain regular inspections of common parts, plant room and car park, noting any issues immediately and booking contractors to attend if necessary.
• To make sure that all CCTV is operating correctly and undertake CCTV reviews when necessary.
• To ensure residents' storage, and contractors' storage, in the common parts and car park are in compliance with procedures.
• Ensure a properly planned maintenance schedule of all plant room equipment/common parts/external window cleaning etc.
• Maintain all records to ensure plant and equipment is serviced regularly.
• To be the principal on site contact for contracted staff, ensuring that they are fully briefed on health and safety issues and general building policy. To monitor contracted staff's work and behaviour.
• To maintain correct stock levels for office and cleaning materials.

• To be familiar with the lease terms and Estate rules with minor breaches politely brought to the attention of the Resident. Any major breaches must immediately be brought to the Property Manger's attention.

• To manage visitor/guest parking areas and ensure that there is no unauthorised use.
• Ensure residents are treated in a respectful, helpful, and efficient manner by all team members and that any complaints are dealt with quickly and professionally.
• To act as a mediator in the event of a resident causing damage to a different flat.
• To assist Residents with building insurance claims.
• To advise Residents on License to alter procedures, which are overseen and managed by the Property Manager.
• To assist in bringing the non/delayed payment of service charges to the Residents attention.
• To act as main point of contact for access requests from residents for third parties and communicating this correctly to the Concierge.
• To investigate package/post complaints.

• To act as point of contact for the Property Manager and Board of Directors.

• To prepare updates and send to the Directors on a regular basis, plus respond to their requests in timely manner.
• Attend board meetings and prepare meeting minutes, as required.
• To organise postage and signatures of company documents such as Licences to Assign etc.
• To work with the Property Manager on the preparation of the annual budget and monitor spend in line with projections/variance reports.
• To keep a record of all Company matters, always demonstrating organisation and discretion.
• To maintain a major work/project diary and liaise with the Property Manager on timing and spend on said works.

• To attend training as required.

• To implement and drive positive change.
• Any other reasonable duties as requested by the Board or Property Manager
• To be totally mindful of GDPR requirements when dealing with any resident, member of staff, Property Manager or contactor.

Person specification:

• Knowledge and understanding of building maintenance and security requirements and procedures.
• Understanding the role of an Estate Manager and the large responsibility it carries.
• Possess a good knowledge of the requirements of Health and Safety and other appropriate legislation.
• Demonstrate knowledge and understanding of delivering a premium service.

Skills:

• Administrative and managerial skills including IT literacy of Microsoft Office including Excel.
• Team leading and motivational skills.
• Ability to communicate effectively orally and in writing, producing own letters and reports.
• Interpersonal skills, enabling the establishment of effective working relationships with staff and residents.
• Good general education with demonstrable written and numeracy skills.

Experience:

• Extensive previous relevant experience, which may have been gained as an Estate Manager or Assistant Manager within the property or hospitality industry.
• Previous administrative and staff management experience essential.

Personal Qualities:

• Proactive approach to managing and getting things done. Thinks ahead and plans effectively to avoid future problems.
• Flexibility and ability to work as a part of, and contribute to, the staff team.
• An ability to deal with difficult and sometimes unpleasant situations with empathy and professionalism.