Head of Relationship Management - SE London

PMR are seeking an enthusiastic Head of Relationship Management to work with our client in launching their new Build to Rent neighborhood in South East London.This is a leadership role of our newest neighbourhood in London. The Head of Relationship Management ensures that delivering a great resident experience with the highest standards is at the core of everything we do, whilst maximising commercial returns. The HRM is responsible for delivering the company promise and brand standards in a safe and compliant manner. The role acts as a champion of best practice, continuous improvement and innovation and has a high degree of accountability, responsibility and decision making.

* Deliver revenue as set out in the Yearly Budget
* Ensure the neighbourhood is operated and maintained in a safe and compliant manner.
* Manage and monitor compliance for portfolio.
* Ensure the highest quality homes inside and out by working closely with the relevant teams.
* Review and analyse business performance and put action plans in place as appropriate.
* Manage costs in line with budgets, ensuring finance procedures are followed at all times.
* Meet and exceed the required targets for neighbourhood service metrics.
* Manage key supplier relationships, ensuring procurement standards are adhered to fully.
* Ensure the performance management cycle is effectively implemented across portfolio.
* Ensure all new deals and service offers are carried out to company standard at all times.
* Act as an escalation for customer complaint management.
* Be active in the locale and community, proactively planning and delivering key events
* Champion best practice and continuous improvement across ways of working.
* Contribute to group projects and initiatives as required.
* Be a champion for the Yardi Management System across the team.
* Be an active partner within the neighbourhood management team.
* Ensure Health and Safety policies are adhered to and manage compliance of these within the team, residents within homes and across the neighbourhood.
* Ensure all properties are regularly inspected and breaches are followed up by the team
* Audit processes and identify training requirements within the team
* Ensure compliance with TDS requirements when managing deposit returns within the team
* Support the company Environmental, Social and Governance strategy.
People Management
* Direct responsibility for recruitment of the team.
* Ensure departments are appropriately staffed to budgets and approved structures.
* Build and develop teams to perform at a consistently high standard.
* Conduct mid-year and annual performance reviews with direct reports and support them to develop skillsets and know-how.
* Ensure direct reports have the tools and knowledge to enable them to do their job.
Qualifications & Experience
* ARLA or equivalent property qualification (level 3 essential, level 4 desirable).
* Minimum of 3 years' experience in a managerial leadership role.
* Experience of working in a residential or property portfolio (BTR desirable).
* Confident in any leasing and property management platform or database.
* Proficient in creating and analysing market data, statistics, and management information.
* Experienced in marketing properties and agreeing rents through analysing data and market knowledge.
* Knowledge of leasing and property management current regulations and required processes.
* Competent in Microsoft Office/Teams (essential), Yardi (desirable).
Key Skills & Competencies
* Strong leadership skills with high integrity and the ability to inspire and motivate others
* Customer centric approach
* Results focused
* Passionate, energetic, self-motivated and dynamic
* Organised with the ability to prioritise based on business needs
* Agile and flexible, supports change for the benefit of the business and people in it
* Problem solving - analysing and finding solutions
* Confident communication skills at all levels with the ability to adapt to differing circumstances
* High commercial acumen
* Able to deal with complex issues and challenges in a resilient manner
* Understands and can adapt to business needs and change
* High standards and attention to detail