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Resident Services Manager - East London - Build to Rent

INFORMATION ABOUT THIS JOB

Job Title Resident Services Manager - East London - Build to Rent
Contract Type Permanent
Contract Duration
Location East London, London
Salary £34000 - £37000 per annum
Job Published about 1 month ago
REF PMR1498_1579098001
Contact Name James Housden
Contact Email james.housden@pmr.uk.com

Job Description

Our client, a national Build to Rent provider is seeking a Resident Services Manager for a new Build to Rent scheme in East london

Role Overview

* This position will work as part of the on-boarding team to understand and manage the building, create and deliver the service offering and be responsible for managing the operations of a large residential building. The building comprises of mixed-tenure homes.

* Line management of the Resident Services Team and on-site Lettings Negotiators and be on call as the first point of contact for emergencies with the requirement to work out of hours, during evenings, weekends and bank holidays when required.

Key Duties and Responsibilities will include

* Responsible for ensuring the customer proposition is consistently delivered, with P&L and operational management responsibility.

* Exercise best practice customer service and promote the same excellence with every member of the on-site resident services and lettings teams.

* Work as part of the on-boarding team to ensure the scheme and product is delivered in line with the clinet's proposition.

* Communicate courteously with customers and suppliers by telephone, email, letter and face-to-face.

* Effectively manage customer complaints and/or any major incidents, such as a security issue.

* Oversee contractors and inspect completed jobs on site.

* Undertake regular building inspections

* Manage the move in / out process with the Resident Services Team.

Minimum requirements

* Proven experience in managing a building

* Demonstrable extensive line management experience of a diverse and complex team is essential.

* At least 3 years in a similar role or working in a demanding, fast paced, customer service environment, providing exceptional customer service.

* Good knowledge and previous experience of managing mixed-tenure developments

* Good technical knowledge and previous experience of residential property repair, refurbishment construction and Lettings.

* Intermediate level ability in Microsoft office packages, including MS Excel, Word and Outlook.

* Skilled at confidently carrying out viewings, negotiating and overcoming objections * Knowledge of Landlord and Tenants Act and Housing / Rents Acts Legislation.

* Demonstrable understanding of H&S requirements on site.

* Continually strives to improve knowledge, skills and abilities to produce the best results.

* Ability to work to and achieve tight deadlines with excellent organisational skills.

* Behaves in a professional, courteous and helpful manner towards colleagues and customers at all times.

* Be a positive advocate for change, highlighting and implementing business improvement initiatives.

* Adopt a team work approach.

* Positive attitude and ability to work with little supervision.

* Smart in appearance for the purpose of customer facing

* Customer and hospitality management experience is preferred but not essential.

* Knowledge of other languages may be an advantage.

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Ref: PMR1498_1579098001 | Published: 15th Jan 2020

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