PMR (Property Management Recruitment) are seeking an experienced Senior Resident Services Manager to deliver an excellent resident experience and ensure high standards of customer service are delivered at all times while assisting with the mobilisation of a brand new BTR scheme in Birmingham.
Key Responsibilities:
- Engage with all residents at key stages, creating rapport and proactively resolving any issues before they are reported.
- Manage all new enquiries, viewings and the lettings process, including resident induction.
- Manage the resident contracting process, ensuring compliance with all standards, legislation and company processes, controls and policies.
- Ensure a hassle-free experience is delivered to all residents at every stage of the resident journey from move in to move out
- Lead by example in driving customer/resident satisfaction across all platforms and champion team to do the same.
- Look for ways to do things better, change and explore opportunities to raise expectations and standards.
- Aim for the highest quality standard of homes and meet/exceed turnaround times.
- Deliver key performance indicators including customer service feedback, occupancy, rent arrears, renewals, outstanding work orders, inspections, statutory compliance, deposit returns etc.
- Lead and manage Resident Manager to achieve their key areas of responsibility, acting as coach and mentor to build and improve performance.
- 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 teams.
- Participate in all relevant learning and development opportunities, keeping knowledge updated at all times.
- 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 scheme and team.
- Overseeing compliance, ensuring the team adheres to relevant legislation and health & safety.
- Apply and execute all checks required for HMO licences/ Selective Licencing
- 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.
- Organise rotas.
- Ensure the effective use of IT systems/software to the benefit of our residents and teams.
Skills, Qualifications & Experience:
- ARLA or equivalent property qualification where possible
- Previous experience in the BTR sector
- 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
- Excellent interpersonal and written and verbal communication skills.
- Ability to engage and be confident in dealing with a variety of people at all levels.
- Self-motivated / proactive.
- Problem solver / solutions driven.
- Adaptable and resilient, able to handle pressure and peak periods.
- Excellent attention to detail and organised approach to prioritising tasks.