Resident Services Manager - Manchester

PMR are seeking an experienced Resident Services Manager to be responsible for delivering exceptional and consistent service to both the current and potential residents of a Build to Rent development in Manchester.

Key Responsibilities:

• Overall management of day-to-day Property Management, Resident liaison and operational functions.
• Supporting GM in facilitating repairs and management of the building.
• Rota, shift and absence management of Maintenance Operative
• Overseeing Maintenance Operative to ensure allocated tasks are being carried out promptly and efficiently.
• Managing and mentoring Maintenance Operative and assisting them in carrying out their duties as necessary.

Maintenance, Operational and Property Management Tasks

• Managing health and safety matters, building signage and statutory compliance as follows:
• Assist the GM to ensure procedures regarding H&S of guests and personnel within the building are adhered to at all times;
• Be fully conversant with the fire system in the building and be able to carry out the weekly fire tests and oversee a building evacuation if required (training will be provided).
• Have a good understanding of repair diagnostics and potential resolutions to such issues. Be able to describe accurately faults/repairs to contractors and follow through to ensure works are completed to the necessary standard;
• Assisting in arranging and overseeing any major works due or underway.
• Arranging repairs to building with the assistance of the Maintenance Operative
• Providing decisive and effective first point response to Resident complaints and where appropriate arbitrating minor customer disputes to effective resolution.
• Managing third party contractors (maintenance, cleaning etc).
• Apartment inspections including post-tenancy repair inspections.
• Monitoring repairs including cleaning as instructed
• Placing works orders.
• Placing orders for consumables
• Ensure that all arrears are chased effectively and in line with company standards.
• Serving correct notices in line with company standards and procedures.
• Providing welcome packs to new residents.
• Check in and check out spot checking to ensure standards are being maintained.

Lettings

• Meeting prospective tenants, conducting viewings and negotiating rental offers.
• Completing applicant vetting requirements.
• Completing new let paperwork in line with strict procedures

Customer Service

• Resident engagement event planning and management.
• Making suggestions regarding potential marketing avenues.
• Community engagement, with Residents and locals.
• Writing and overseeing the distribution of tenant satisfaction surveys. Overseeing tenant communications
• Providing content and overseeing publication of newsletters.

Skills, Knowledge & Experience:

• Relevant experience within a busy team environment essential
• Property management experience would be advantageous
• Good understanding and knowledge of lettings best practice ideal
• ARLA qualified preferred but not essential
• Keen to take ownership of the role and responsibility for the performance of the site
• Ability to lead by example
• Confident and outgoing and an expert in delivering great customer service
• Well organised and efficient
• Extremely detailed oriented
• Excellent communicator
• Quick thinker
• Able to work as part of and to lead a team
• Excellent time management skills and ability to multitask
• Ability to use initiative
• High attention to detail

Working Pattern:

• Monday to Friday