PMR are exclusively retained by ila who are looking to hire a Community Manager for Mitre Yard, a new BTR scheme in West London consisting of 241 residential apartments. The Community Manager is the lead role driving the performance of the site through strong people management by building a culture within the management team of working together to achieve the same goals, whilst delivering an industry leading resident experience.
The Community Manager is the responsible person to ensure that KPI's are achieved to include, lettings, minimising rental debt, budget management, robust health and safety management, and positive resident reviews, whilst maintaining the highest of standards on site.
We are looking for an individual who will take ownership of all KPI's and do so with a can-do attitude and a people first approach to the role.
This role will report directly into the Operations Director and will collaborate with other Community Managers across the UK.
Mobilisation
- Supporting in the hiring, onboarding, and ongoing management of staff members to create the onsite team.
- Creation of operational processes &
- Involvement with the snagging and defects management programme.
- Work with the Head of Mobilisation to ensure the site is ready for the arrival of residents.
Customer Service
- Provide outstanding customer service to
- Shape resident engagement strategies to foster a strong resident community.
- Oversee resident communications through multiple channels.
- Ensure resident issues and service requests are addressed and dealt with in a timely manner.
- Promote a neighbourly and community
- 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.
Management
- Oversees social media output ensuring content is aligned to the brand manifesto and posted
- Becomes active in the local business community to raise the profile of the building and build awareness of revenue driving opportunities.
- Drives 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.
- Completes and reviews various daily, weekly, and monthly reports by making operating recommendations in a timely and accurate manner.
- Managing the building expenditure budget and ensuring value for money from suppliers, maximising the net operating income
- Ownership of the P+L for Hairpin House and ensuring the NOI is achieved.
- Works closely with the Marketing Manager to deliver the brand manifesto and achieve letting
- Work with the Marketing Manager to devise and deliver a leasing and marketing strategy for Hairpin House.
- Regularly review competitor activity and provides robust reporting to evidence
Facilities Management and Health & Safety
- Ensure compliance will all current statutory legislation with respect to H&S and the
- All risks to visitors, staff and residents are removed or reported.
- To ensure contractors on-site 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 robust and always adhered to, taking an active role in the event of an emergency.
- Monitor, approve and oversee works conducted by suppliers.
- Oversee 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
- Ensure all routine H&S tasks are completed in a timely manner and are recorded for audit
- Ensure a robust PPM schedule is implemented and managed.
The ideal candidate will have:
- At least 2 years' experience in a similar role in either BTR or
- Experience of leading, coaching, and managing high performing
- Experience of working to KPI's.
- Understanding of residential AST leases and the landlord and resident
- Good health and safety and facilities management
- Excellent English language skills - both written and
- IT literate - MS Office at intermediate level and other relevant software a level to undertake the role
- ARLA qualifications (highly desirable).