General Manager - Build to Rent - NW London

You will be responsible for the day to day management of the onsite team and ensuring that there is a thriving community within the building. You will have responsibility for building & maintaining the reputation & brand of the building in the local community, driving the revenue to achieve, if not exceed annual revenue targets of circa £7m, managing the costs within the limits of the budget. All whilst achieving the highest possible member approval ratings for service, responsiveness, community spirit and cleanliness, maintaining the quality of the asset to the highest standards and complying with all Health & Safety legislation to always ensure the safety of residents and staff.

Key Responsibilities:

People Management

• Lead recruitment and training of on-site team.
• Motivation and engagement of the whole on site team.
• Line Management of site specific employees.
• Identify opportunities to enhance team performance and service delivery.
• Annual appraisals of direct reports and ensure appraisals and performance reviews are undertaken for all staff including regular documented 1-2-1s.
• Performance management and support HR initiatives.
• Ensure all staff adhere to processes and meet SLA's/KPI's.

Community Engagement & Satisfaction

• Deliver best-in-class service to ensure member satisfaction and retention.
• Review results of annual customer satisfaction survey and develop an action plan to produce year on year improvements.
• Connect with local charities through the Community Investment Programme and encourage residents to get involved and volunteer.
• Ensure the app is maintained with events and information for members.
• Establish and continually review customer proposition via offers, partnerships for members etc.
• Identify opportunities to enhance service improvement plans.
• Complaint and dispute resolution, working to escalation procedures and SLA timescales.
• Lead resident engagement activity and deliver events to agreed budgets.

Marketing & Lettings

• Input on all marketing strategies and channels to achieve maximum return and leverage.
• Meet and exceeding income and leasing targets and implementing strategies to minimise void periods.
• Know the market. Local development and rent knowledge including competitor service awareness to leverage the development and its marketing.
• Support marketing and lease up including viewings as needed.
• Market rent assessments to support central team.
• Oversee content for members portal, website or app including service updates and promotions.
• Oversee social media channels and content management.
• Responsible for quality control of the development including apartments with focus on handover to member and EOT turnaround.
• Produce regular asset performance reports providing clear strategies and plans for execution.
• Deliver a best-in-class onboarding and check-in process for new members.
• Reviews all renewals and prepares budget increase recommendations according to the operating budget and market conditions that could affect profitability of community.

Financial & Reporting

• Lead annual budget setting processes including tendering and cost analysis.
• Manage and meet agreed development budget targets, exerting budget control.
• Identify opportunities for additional or enhanced income streams and develop strategies.
• Identify opportunities for cost efficiencies, budget savings and value add.
• Meet agreed income and expenditure KPIs.
• Produce regular asset performance reports providing clear strategies and plans for execution.
• Ensure your team are following the prescribed credit control processes when required.

Building Operations

• Overall responsibility for operations and service delivery on site.
• Monitors the maintenance activities to ensure resident requests and preventative maintenance programs are being performed according to company standards
• Regular development walk rounds and quality monitoring.
• Assist in the procurement of services to agreed strategies.
• Manage any service failure issues with contractors or third parties and resolve disputes.
• Quality control spot checks of all services and presentation of the development and apartments.
• Acting on findings and identifying training or support needs for teams/supplier performance improvement.
• Responsible for performance management of contractors on site.
• Insurance claim handling including liaison with loss adjustors and third parties.

Health & Safety Compliance

• Ensure third party are managing the Blocks in accordance with the relevant Health & Safety legislation.
• Manage processes for suppliers and contractors to provide appropriate RAM's where needed to comply with H&S requirements/CDM/statutory obligations before starting work on site.
• Work with Fire Service and statutory bodies to support inspections, change of strategy and maintain compliance.
• Management of accident and incident reporting.
• Responsible for emergency preparedness (to agreed protocols) including regular testing and implementation as required.

Experience & Qualifications

• Minimum: Educated to NVQ level 3 and/or GCSE level 9 - 5 standard or equivalent. Ideally with 'A' level(s) or equivalent
• ARLA or IRPM qualification desirable
• Previous experience in residential property (student or private rented preferred) or hospitality sectors