Resident Services Manager - Birmingham

PMR (Property Management Recruitment) are seeking an experienced Resident Manager to deliver an excellent resident living experience at a brand new BTR development in Birmingham.

Key Responsibilities:

• Primary customer facing representative for all current and prospective residents.
• Ensure current and prospective residents enjoy an exemplary experience from first enquiry to move-in and on to an enduring and sustained residency experience thereafter.
• Perform viewings booked in by the Team on request and follow through to reservation and hand over for processing.
• Look for ways to do things better, change and explore opportunities to raise expectations and standards.
• Drive customer/resident satisfaction across all platforms
• Meet set budgeted targets for occupancy, pricing, revenue and Net Promoter Scores.
• Complete Inventory check in and check out reports on homes.
• Undertake inspections of both occupied and vacant properties to ensure apartments are maintained at the required standard, reporting breaches or maintenance issues.
• Manage the Move In and Out process including deposit register / release via the TDS Custodial scheme.
• Accurately report and record all activity in line with company controls, processes and policies.
• Ensure 100% accuracy of data recording in Yardi.
• Attend and participate in the planning of events and other resident experiences.
• Support the ongoing function of the office and availability to residents by manning phones, lobby spaces, parcels and adopting different Resident Manager roles if required due to holiday cover.
• Assist team members with ad hoc tasks where required.
• Manage Utility Bills for void units and updating utility companies with incoming and outgoing tenancies

Skills, Qualifications & Experience

• Previous experience in BTR in a similar role
• ARLA or equivalent property qualification where possible.
• Proven track record of outstanding customer service experience in lettings / property management.
• Intermediate to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe / Hubspot.
• Proven track record of outstanding customer service skills
• Problem solver / solutions driven
• Adaptable and resilient, able to handle pressure and peak periods
• Excellent attention to detail and organised approach to prioritising tasks
• Excellent written and verbal communication skills
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels.
• Self-motivated / proactive

Working Hours: 9am to 6pm. 40 hours a week over 5 days between Monday-Saturday (day off in lieu when working on a Saturday)