Senior Resident Manager - Build to Rent

PMR are seeking a Senior Resident Manager to work with our client, a leading Build to Rent provider, on-site at their brand new Build to Rent development in Maidenhead. The Senior Resident Manager is responsible for ensuring high standards of customer service are delivered at all times and drive an excellent resident experience. The role leads and manages the neighbourhood team to ensure smooth daily operations are delivered in an efficient and effective manner, coaching and supporting Relationship Managers in handling resident issues.

Key Responsibilities:

• Ensure a hassle free experience is delivered to all residents at every stage of the resident journey from move in to move out (pre-viewing home checks, follow up leads, move-in move-out trackers).
• Engage with all residents at key stages e.g. 30/60/90 days after move-in, creating rapport and pro-actively resolving any issues before they are reported.
• Lead by example in driving customer/resident satisfaction across all platforms (Zendesk / Google / Homeviews) and champion neighbourhood team to do the same.
• Look for ways to do things better, change and explore opportunities to raise expectations and standards.
• Drive for success personally and inspire neighbourhood team to do the same against all KPI's.
• Aim for the highest quality standard of homes and meet/exceed turnaround times.
• Ensure brand standards and Property Mark best practice are followed.
• Deliver key performance indicators including customer service feedback, occupancy, rent arrears, renewals, outstanding work orders, inspections, statutory compliance, deposit returns etc.

People

• Lead and manage Resident Manager to achieve their key areas of responsibility, acting as coach and mentor to build and improve performance.
• Support the Neighbourhood Manager with day-to-day tasks deputising in their absence
• New starter inductions.
• Lead daily team 'huddles' and team meetings.
• Complete regular one-to-ones with team.
• Build relationships with the Estate Management teams to deliver smooth resolution of any Estate Management issues.
• Continuously develop positive and proactive relationships across the neighbourhood teams.
• Participate in all relevant learning and development opportunities, keeping knowledge updated at all times.

Resident experience

• Act as resident advocate in respect of delivering the resident experience.
• Ensure the face-to-face experience is always welcoming within the office environment.
• Attend resident events.
• Manage the booking of amenity space.
• Organise and put-up marketing posters around estate.
• Conduct regular quality audits to assess and evaluate performance of the Neighbourhood and team.
• Top up PAYG electricity meters for vacant properties.

Compliance

• Overseeing compliance, ensuring the team adheres to relevant legislation and health & safety.
• Attend H&S meetings.
• Conduct midterm inspections.
• Apply and execute all checks required for HMO licences
• Accompany Enforcement officer visits
• Report communal/realm issues to Estate Management team daily.
• Contact residents on behalf of Estate Management in relation to breaches.
• Attend court hearings.
• Liaise with the bailiff and police for physical attendance at the property on the day of eviction.
• Report communal/realm issues to the Estate Management team daily.
• Contact residents on behalf of Estate Management in relation to breaches.

Administration

• Approve Purchase Orders.
• Organise rotas.
• Co-ordinate out-of-hours security cover.
• Ensure the effective use of IT systems/software to the benefit of our residents and teams.

Qualifications & Experience:

• ARLA or equivalent property qualification where possible
• Experience in leadership / team management
• Strong customer service experience
• Medium to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe