Senior Resident Services Manager - Birmingham

PMR are seeking a Senior Resident Services Manager to oversee the operational management of our client's two Build to Rent developments in Birmingham, one of which is a new asset mobilisiation, circa 500 units.

Key Responsibilities:

Customer Service
* Manage and co-ordinate the Resident Services Team (RST) and reception/parcel service, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person.
* Keep abreast of good practice and establish new ways of providing services to customers
* Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service
* Set, review and monitor service standards
* Deliver all on-boarding materials such as handbooks, notices, Instructions
* Review customer feedback, create action plans and implement to meet the residents needs

Operations
* To lead on ensuring the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
* Overall responsibility for ensuring properties are managed in a professional manner
* To ensure the smooth running of the letting process from offer acceptance to move-in and settling of new tenants.
* Manage and coordinate the day to day running of cleaning and maintenance operatives.
* Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented by the staff and that targets are set and monitored
* Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required
* Identify and report defects, managing contractors to rectify the works. Recording defects and monitoring the progress of works

Customer Engagement
* Identify opportunities for enhanced service delivery to optimise customer experience
* Meet & Greet residents and handle complaints to effective resolution
* Organise regular events for residents, ensuring that events are marketed effectively through social media and other methods of communication.

Management
* Management, development, and support of direct reports, ensuring clear co-ordination between them and effective performance. This includes setting targets and monitoring team and individual goals, ensuring that staff appraisals take place and that individual training requirements are met
* Recruit staff as required and provide induction and other training as required for the personal development of members of staff
* Encourage and develop new initiatives and ideas with staff
* Lead, motivate, communicate with, develop and performance manage direct reports to ensure that they are fully motivated to achieve best performance to meet the company's needs

Reporting
* Prepare and ensure the preparation of regular customer & building data
* Prepare reports as required to report against KPI targets
* Attend meetings and online calls and deliver minutes to team
* Draft and manage the Resident Service budget, monitoring it regularly and ensuring expenditure is within target

Other
* Respond to out of hours emergency calls
* Develop and maintain a smooth working relationship with relevant outside bodies
* To influence and contribute to delivering objectives
* To be customer-focused in all dealings with residents

Qualifications, Skills and Experience:
* Significant experience in management of resident services, preferably within organisations providing market rent properties or hospitality.
* Ability to lead a successful team, with strong staff management skills.
* Experience of training and recruiting a cold start team
* Strong experience in creating and designing events, including event themes, "out of the box" ideas.
* Track record of the design and delivery of service improvement plans.
* Experience of setting and managing budgets
* Industry Qualifications from NFOPP, IRPM, RICS , ARMA desirable