Resident Services Manager - Leeds

PMR are seeking a Resident Services Manager to provide onsite customer service and support the team to safely manage the operations of a BTR residential development in Leeds. The successful applicant will ensure the residents receive excellent service, the development delivers performance above target and the team work as one.

Key Responsibilities

• Provide onsite day to day customer service experience to everyone at the site, including residents, contractors, and applicants.
• Monitor and manage income by effective control of arrears and bad debts.
• Oversee marketing and leasing of residential units to achieve and maintain occupancy levels in line with business objectives.
• Work with the Assistant Manager to arrange viewings at the site and agreeing offers for property units.
• Ensuring all apartments and communal areas are well presented and attractive to all tenants.
• Deliver a high level of customer service to our residents, in a professional and pro-active manner.
• Identify opportunities for enhanced service delivery to optimise customer experience.
• Provide necessary business intelligence for the creation of management reports to investors.
• Liaising with the Operations Director on all aspects of performance, market conditions and any issues that arise.
• Ensuring up to date resident communication via emails and various other platforms e.g., Instagram.
• Have a proactive and professional approach in dealing with complaints from residents and escalate to Director.
• Maintain accurate tenancy and property records on property management software.
• Supporting with organising Resident events and engaging with the local community.
• To act as a first point of call for residents to report maintenance issues.
• Carrying out regular inspections of communal areas and platforms.
• Contact and process tenant renewals, capturing information on those not renewing.
• Work alongside the Assistant Resident Service Manager to ensure H&S statutory requirements are met throughout the development.
• Be familiar with legal and regulatory statutory inspection requirements and maintain high standards of building and facilities management.
• Comply with all statutory and regulatory requirements for business area under job remit.
• During periods of annual leave covering the Assistant Manager.
• Organise regular events for residents.
• Lead, motivate, communicate with, develop and performance manage direct reports.
• Prepare reports as required to report against KPI targets.
• Draft and manage the budget, monitoring it regularly and ensuring expenditure is within target.
• In addition to the tasks outlined above, the job will involve other duties that would be required from time to time.

Skills, Knowledge, and Experience

• Previous experience in a residential property environment or estate agent's background.
• Proven experience in a customer service background.
• Excellent verbal and written communication skills.
• A people person with a can-do attitude.
• IT literate and social media savvy (preferably).
• Warm and friendly personality.
• A great team player who can adapt to working in a small team.
• Awareness of health and safety policies and procedures.
• Well organised and confident to make decisions.
• Confidence and Creativity to bring new ideas to the site.