Senior Resident Manager Lettings and Resident Experience

PMR are seeking a Senior Resident Manager Lettings and Resident Experience to work on site at our client's Build to Rent development in Salford. The remit will involve improving standards to be recognised as the highest in the industry, to retain and attract residents through exemplar customer service whilst managing costs and delivering efficiencies as the business grows. Building relationships and influencing stakeholders is critical to this role.

Success looks like a fully engaged team, with clear direction, support, and challenge, especially during times when change is necessary.

Key Responsibilities:
* Manage all new enquiries, viewings and the lettings process, including resident induction.
* Manage the resident contracting process, ensuring compliance with all standards, legislation and processes, controls and policies
* Ensure any portals are kept up to date, and on a regular basis. I.e. Rightmove uploads daily
* Work with Resident Managers to achieve average occupancy level and pricing levels
* To create an environment that enables the General Manager to lead and define the overall resident proposition and deliver commercial performance.
* Be accountable for driving Gross Profit of the neighbourhood through effective property cost management.
* Lead and empower the neighbourhood operations team to drive a culture of "residents first" in all aspects of service delivery.
* To review ongoing productivity and processes to gain efficiencies and achieve company objectives.
* Ensure that the neighbourhood team follow the company standards, policies, and property legislation.
* To contribute to and deliver agreed business plans with the GM of to achieve business goals. To lead short and long-term projects when required which support the business plan.
* To be the point of contact for any feedback and complaints prior to escalation to the GM, with the aim to protect the business reputation and integrity.
* Develop positive working relationship with the central support functions and operations team to ensure effective operational support, agitating output where necessary.
* People management aspects, direct reports

Qualifications & Experience:
* Single-site or regional operational experience essential
* Real Estate / BTR / Residential experience highly desired
* Leadership and proven engagement of teams.
* Demonstrable track record in delivery of process improvement that drive efficiencies and support positive customer experiences.
* Experience in start-up / growth phase desirable.
* Industry legislation knowledge
* ARLA or equivalent property qualification highly desired.

Key Skills & Competencies:
* Exceptional communicator at all levels, written and oral
* Independent leader able to own and direct complex issues and challenges in a resilient manner
* Comfortable being close to detail
* A balanced approach to support and challenge.
* Highly motivated with very high levels of integrity
* Organised, self-motivated and results driven
* Energetic and passionate
* High standards with attention to detail
* Collaborative, team player

The role will be 5 days out of 6 on a rota, Monday - Saturday, if working a Saturday there will be a day off in week, so never more than a 5 day week.
Working 9-6 or 10-7, and Saturdays every 2 or 3 weeks seasonally.