Residential Duty Manager - High End Apartments

· To support Development Manager with operational aspects of the development.

· Line management responsibilities for the concierge & CSS team

· To deliver exceptional customer service and help to promote a service orientated culture amongst the staff and contracted service providers linked to continuous improvement.

· To ensure the development is maintained to the standard commensurate with management's portfolio status and value.

· To support the development of activities, to enhance the lifestyle of residents based around the communal facilities.

Operations

· Ensure all functions (i.e. concierge, health club, resident's facilities etc.) within the development are operating efficiently and effectively. Conduct frequent checks of the relevant areas.

· Make recommendations with regard best practice in respect of site operations to the Development Manager

· Take responsibility when necessary for any onsite systems in place. Ensure the in-house team have received the appropriate training and ensure the key control and other policies are adhered to.

Staff

· To be directly responsible for the supervision and day to day management of the in-house staff, ensure the duties of such staff are carried out in accordance with their specific job descriptions.

· Assist the HofOps with the hiring, training and development of staff (including appraisals and reviews) alongside the Associate Director (AD) and the Human Resources (HR) department.

· Liaise with the HofOps and HR with regards to any training needs or performance issues/concerns. Conduct staff appraisals and probationary meetings identifying any areas of development.

· Conduct inductions for all new staff.

· Ensure all staff uniforms, name badges and PPE (when appropriate) are worn and standards of appearance are maintained at all times. Address any issues or concerns regarding appearance with the individuals concerned.

· Maintain the rotas for the in-house team, ensuring in advance that adequate cover is provided to satisfy the estates policy.

Customer Relations

· Motivate and inspire the in-house team to deliver an attentive, natural, and consistent front of house service to residents. Encourage the team to build a good rapport with the residents.

· Handle any problems / complaints effectively, in a timely manner (24 hours) and in line with the management's complaints procedure.

· Maintain records of complaints, compliments, infringements, and communications with residents. Keep records available for presentation to DM when necessary.

· Be the first form of contact to residents in circumstances of lease breaches and ASB. In more complex circumstances, raise matters with Legal team for: advice on next steps or escalation.

Health and Safety

· Responsible for implementing the company's health & safety policies ensuring that the in-house staff and external contractors comply with the policies and procedures.

· Take responsibility for managing health & safety on a day to day basis, ensuring that all staff on the estate provide a safe environment for themselves and residents.

· Ensure all paperwork in relation to accident, first aid and incident reporting is completed correctly by the in-house team and pass all of the relevant paperwork to the DM. Escalating Accident, Incident and Near Miss reports to Facilities Project Manager

Reactive Maintenance and Contractors

· Where contractors are attending site for residents, ensure the implementation of the Estate's regulations and contractor policies and procedures. Authority to remove any contractor from site that doesn't comply with the appropriate policies or procedures.

Administration

· Responsible for checking the work of the Estates Administrator to ensure all apartment move-in, move-out and other resident data is entered correctly in a timely manner into the on-site property database.

· Provide the DM with the end of month statistics in relation to remuneration for the in-house team