PMR are seeking an experienced Resident Services Manager to be responsible for the day to day running of two Build to Rent schemes and their on-site teams, ensuring that the highest standards are customer service are always met. Ensuring the building, systems and equipment are kept in a safe working condition and maintained to the highest standard.
Key Responsibilities:
- Responsible for ensuring that all daily, weekly and monthly PPM checks are undertaken and recorded accordingly
- Responsible for all general Health & Safety on site
- Acting as Accountable Person and Responsible Person in Fire and Building Safety matters
- Attend Health & Safety Committee meetings on a quarterly basis
- On-call out of hours for emergencies only
- Have a thorough knowledge and understanding of the building including electrical, plumbing, plant, security, health and safety systems and equipment
- Conduct routine inspections of premises and equipment
- Manage contractors on site, inducting where necessary
- Responsible for responding to reactive maintenance reports from residents
- Oversee check-out maintenance on apartments including decoration, end of tenancy checks, and moving/repairing furniture and corresponding administration requirements as needed
- Understand and manage the operating budget for the building
- Support finance function in preparation of annual budgets and the ongoing monitoring of spend throughout the year.
- Promote positive environment and involve Resident Teams in the business goals including focus on prioritising excellent resident service standards
- Resident communications - proactive updates, dealing with complaints, working alongside
- Co-ordinate with the Marketing team regarding Resident Events
- Ensure apartments are ready for occupation and are delivered to the customer at a high level of both physical standard and ensuring a thorough induction is carried out
- Ensuring that all paperwork in relation to customers is complete, up to date and stored appropriately.
- Follow and embody Data Protection principles in relation to all company, staff and resident data.
- Responsible for team rotas, managing annual leave and other absences to ensure smooth running of the building
- Manage the recruitment process for the site as necessary
- Line management of Resident Services Supervisor, Resident Services Assistants and Maintenance Technicians
- Carrying out annual and periodic reviews for the team, ensuring a focus on training opportunities and goal setting
- Be a positive leader for the site team, including ongoing continuous coaching, ensuring optimism and morale is maintained in what can sometimes be a challenging environment
Knowledge, Skills & Experience:
- At least two years' experience in a similar customer facing/building management role
- Working knowledge of the Build to Rent sector
- Good working knowledge of building plant and machinery and the management of such
- Experience with building key relationships with contractors and customers alike
- An understanding of why policy and procedure is vital to good customer service
- Experience of leading a team
- Have an organised approach to working, ensuring importance and urgency is considered for all work processes
- An open, friendly and approachable demeanour
- A can-do, problem solving, goal focused mindset
- Be able to think strategically to ensure the smooth running of the building
Working Hours: Mon - Fri 9.00am - 5.30pm (plus on-call out of hours).