PMR are exclusively retained by ila to recruit an Assistant Community Manager for the new BTR development in West London. Mitre Yard is brand new development Located in one of the most sought-after and desirable areas of London, Mitre Yard offers high-class, luxury living. Residents benefit from a variety of bespoke services and amenities, including on-site maintenance and around-the-clock security.
The Assistant Community Manager will assist in driving the performance of the site through working together with the on-site team to achieve the same goals, whilst delivering an industry leading resident experience.
The ACM will take ownership of all tasks assigned to them and do so with a can-do attitude and a people first approach to the role. This role will report directly into the Community Manager and will collaborate with other teams across the UK.
Key Responsibilities and Activities
Site Management
- Assist with the creation and implementation of operational processes & procedures.
- Involvement with the snagging and defects management programme.
- Work with the Head of Mobilisation and Community Manager to ensure the site is ready for the arrival of residents and high standards of presentation and maintenance are maintained.
- Assist with supervising and motivating the on-site team by communicating well with colleagues to ensure you work together as a team and take an enterprising approach to the role.
- Deputise in the absence of the Community Manager and in consultation with the Operations Manager.
- Carry out specific daily/weekly tasks as agreed with the Community Manager.
Customer Service
- Provide outstanding customer service to residents.
- Shape and assist with resident engagement strategies to ensure a strong resident community is built and maintained.
- Assist with resident communications through multiple channels.
- Ensure resident issues and service requests are addressed and dealt with quickly, efficiently and professionally.
- Promote and encourage a neighbourly and community atmosphere.
- Meet and interact with residents in a customer friendly and professional manner.
- Seek ways to exceed service expectations of residents and enhance the brand.
- Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.
- Executing the smooth running of all aspects of the community.
- Assist with managing and processing customer journey from moving in, throughout tenancy to moving out.
- Cover of Reception area and duties when necessary.
- Ensure all reception/admin requests are well managed.
Marketing, social media, Events & Community Presence
- Post frequently on social media platforms ensuring content is aligned to the brand manifesto.
- Assist in ensuring Hairpin House is active in the local business community to raise the profile of the building and build awareness of revenue driving opportunities.
- Drive the highest rates of retention and community engagement, timely reporting, and on-going communication about the performance of the community.
- Supports the overall marketing/leasing efforts and offers input and suggestions regarding promotions, advertisements, and pricing.
- Works closely with the Marketing Manager and Community Manager to deliver the brand manifesto and achieve letting targets.
- Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.
- Assist with planning and hosting networking events to create and forge new relationships within the community.
Facilities Management and Health & Safety
- Ensure compliance with all current statutory legislation with respect to H&S and the environment.
- All risks to visitors, staff and residents are removed or reported.
- To monitor contractors on-site to ensure they observe noise and other restrictions as well as abide by the site's induction protocols including "permit to work."
- Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency and reporting any concerns.
- Monitor works conducted by suppliers and report any concerns.
- Assist with overseeing turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.
- Identify incidents and maintenance issues promptly ensuring the necessary action is taken.
- Ensure all routine H&S tasks are completed in a timely manner and are recorded for audit purposes.
Education, Qualifications & Experience
- Minimum: Educated to NVQ level 3 and/or GCSE level 9 - 5 standard or equivalent. Ideally with 'A' level(s) or equivalent
- Experience in a similar role in either BTR or PBSA
- Experience of working to KPIs
- Basic understanding of residential AST leases and the landlord and resident relationship.
- Good health and safety and facilities management knowledge.
- Excellent English language skills - both written and spoken.
- IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.
- Up to date knowledge of English statutory letting requirements
- Financial knowledge including credit and cost control.
- Business development / sales and/or facilities experience would be desirable