Senior Resident Services Manager - Milton Keynes

PMR are seeking an experienced Senior Resident Services Manager for a well-established provider of Build to Rent homes in Milton Keynes!

OVERVIEW

* Responsible to lead, manage, and deliver the onsite resident operations across two developments in line with the company standards
* Ensure that all residents receive an excellent service, the asset delivers performance above target and the team works as one

SCOPE OF JOB

* Deliver the customer service strategy and standards
* Increase resident satisfaction with service delivery
* Ensure the onsite team deliver high-quality resident services
* Work closely with companywide colleagues to ensure excellent customer service
* Encourage and support resident involvement
* Promote the company and build good relationships with external partners


QUALIFICATIONS, SKILLS AND EXPERIENCE

* Significant experience in management of resident services, preferably within organisations providing market rent properties or hospitality
* Ability to lead a successful team, with strong staff management skills
* Experience of training and recruiting a cold start team
* Strong experience in creating and designing events, including event themes, "out of the box" ideas.
* Track record of the design and delivery of service improvement plans
* Experience of setting and managing budgets
* Industry Qualifications from NFOPP, IRPM, RICS , ARMA desirable
* A good communicator with strong interpersonal skills, including the ability to listen, persuade and influence
* Provide effective advice and support
* Ability to build relationships and work collectively with colleagues
* An ability to think creatively
* Goal-focused, positive and resilient with the determination to support the company in developing organisational potential and outcomes for its customers and communities
* Positive attitude and ability to work with little supervision
* Smart in appearance, complying with stated appearance code
* Continually strives to improve knowledge, skills and abilities to produce the best results
* Customer, student and hospitality management experience is preferred but not essential
* Knowledge of other languages may be an advantage
* Possess the ability to compile accurate reports, competent in presenting data and performance against KPIs and taking swift actions to remedy any shortfalls
* Possess a sound understanding of legislation relating to chemicals and dangerous substances i.e. COSHH.


CUSTOMER SERVICE

* Manage and co-ordinate the Resident Services Team (RST) and reception/parcel service, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person
* Keep abreast of good practice and establish new ways of providing services to customers
* Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service
* Set, review and monitor service standards
* Deliver all on-boarding materials such as handbooks, notices, instructions
* Review customer feedback, create action plans and implement to meet the residents needs


OPERATIONS

* To lead on ensuring the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
* Overall responsibility for ensuring properties are managed in a professional manner
* To ensure the smooth running of the letting process from offer acceptance to move-in and settling of new tenants
* Manage and coordinate the day to day running of cleaning and maintenance operatives
* Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented by the staff and that targets are set and monitored
* Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required
* Identify and report defects, managing contractors to rectify the works. Recording defects and monitoring the progress of works
* Management of PRS, DMR and Affordable Housing homes, working with a tenure blind concept

CUSTOMER ENGAGEMENT

* Identify opportunities for enhanced service delivery to optimise customer experience
* Meet & Greet residents and handle complaints to effective resolution
* Organise regular events for residents, ensuring that events are marketed effectively through social media and other methods of communication.


MANAGEMENT

* Management, development, and support of direct reports, ensuring clear co-ordination between them and effective performance. This includes setting targets and monitoring team and individual goals, ensuring that staff appraisals take place and that individual training requirements are met
* Recruit staff as required and provide induction and other training as required for the personal development of members of staff
* Encourage and develop new initiatives and ideas with staff
* Lead, motivate, communicate with, develop and performance manage direct reports to ensure that they are fully motivated to achieve best performance to meet the company's needs


REPORTING

* Prepare and ensure the preparation of regular customer & building data
* Prepare reports as required to report against KPI targets
* Attend meetings and online calls and deliver minutes to team
* Draft and manage the Resident Service budget, monitoring it regularly and ensuring expenditure is within target