Assistant Community Manager - Build to Rent

Swan Street is a new BTR scheme in Manchester consisting of 385 residential apartments. The Assistant Community Manager will assist in driving the performance of the site through working together with the on-site team to achieve the same goals, whilst delivering an industry leading resident experience. Simultaneously the CSM will take ownership and drive the customer service to all tenants.

The CSM will take ownership of all tasks assigned to them and do so with a can-do attitude and a people first approach to the role. This role will report directly into the Community Manager and will collaborate with other teams across the UK.

Key Responsibilities and Activities

Customer Service

• Provide outstanding customer service to residents.
• Shape and assist with resident engagement strategies to ensure a strong resident community is built and maintained.
• Assist with resident communications through multiple channels.
• Ensure resident issues and service requests are addressed and dealt with quickly, efficiently and professionally.
• Promote and encourage a neighbourly and community atmosphere.
• Meet and interact with residents in a customer friendly and professional manner.
• Seek ways to exceed service expectations of residents and enhance the brand.
• Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.
• Executing the smooth running of all aspects of the community.
• Assist with managing and processing customer journey from moving in, throughout tenancy to moving out.
• Cover of Reception area and duties when necessary.
• Ensure all reception/admin requests are well managed.

Marketing, social media, Events & Community Presence

• Post frequently on social media platforms ensuring content is aligned to the brand manifesto.
• Assist in ensuring Swan Street House is active in the local business community to raise the profile of the building and build awareness of revenue driving opportunities.
• Drive the highest rates of retention and community engagement, timely reporting, and on-going communication about the performance of the community.
• Supports the overall marketing/leasing efforts and offers input and suggestions regarding promotions, advertisements, and pricing.
• Works closely with the Marketing Manager and City Manager to deliver the brand manifesto and achieve letting targets.
• Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.
• Assist with planning and hosting networking events to create and forge new relationships within the community.

Management

• KPI ownership and support driving these KPI's through the teams with the City Manager.
• Oversees social media output ensuring content is aligned to the brand manifesto and posted frequently.
• Becomes active in the local business community to raise the profile of the building and build awareness of revenue driving opportunities.
• Drives the highest rates of retention and community engagement, timely reporting, and on-going communication about the performance of the community.
• Supports the overall marketing/leasing efforts and offers input and suggestions regarding promotions, advertisements, and pricing.
• Completes and reviews various daily, weekly, and monthly reports by making operating recommendations in a timely and accurate manner.
• Managing the building expenditure budget and ensuring value for money from suppliers, maximising the net operating income.
• Assist the Community Manager with management of the P+L for Swan Street House and help ensure the NOI is achieved.
• Works closely with the Marketing Manager to deliver the brand pillars and achieve letting targets.
• Work with the Marketing Manager to devise and deliver a leasing and marketing strategy for Swan Street House.
• Regularly review competitor activity and provides robust reporting to evidence this.
• Continuously seek additional ancillary income opportunities and pushing these through
• Monitor, approve and oversee works conducted by suppliers.
• Support and oversee the turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.
• Identify incidents and maintenance issues promptly ensuring the necessary action is taken.

Education, Qualifications & Experience

• Minimum: Educated to NVQ level 3 and/or GCSE level 9 - 5 standard or equivalent. Ideally with 'A' level(s) or equivalent
• Experience in a similar role in either BTR or PBSA
• Experience of working to KPIs
• Basic understanding of residential AST leases and the landlord and resident relationship.
• Good health and safety and facilities management knowledge.
• Excellent English language skills - both written and spoken.
• IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.
• Up to date knowledge of English statutory letting requirements
• Administration of Section 21 Notices
• Financial knowledge including credit and cost control.
• Business development / sales and/or facilities experience would be desirable