Block Manager

Job Title: Block Manager
Reports to: Associate Director

KEY RESPONSIBILITIES:
The Block Manager will be primarily responsible for the efficient oversight and administration of assigned developments. This role involves utilising staff, contractors and available resources to deliver exceptional service aligned with management contracts, leases, service level agreements and related requirements. The Block Manager should stay informed about relevant legislation and best practices by leveraging both internal and external resources (including internal communications, government updates and industry associations).

Asset Management:

• Oversee and support ongoing asset management processes for the development, ensuring that contract management, risk assessment and mobilisation tasks are completed efficiently and punctually.

Mobilisation:

• Assist in or lead the mobilisation process when new contracts are secured. This includes:

• Collaborating with key stakeholders, including clients, outgoing agents, the new business team and other staff.

• Ensuring meticulous completion and documentation of mobilisation tasks within relevant systems.

• Enhancing the initial customer experience by ensuring timely and efficient completion of mobilisation actions.

• Coordinating task delegation as needed.

• Reporting on mobilisation metrics and identifying areas for improvement.

Risk Management:

• Take charge of the risk management processes for developments, using company systems to ensure compliance. Responsibilities include:

• Coordinating with the support team, contractors and customers to facilitate risk assessments and ongoing risk management tasks.

• Maintaining a comprehensive audit trail of actions and certifications within the system.

• Reporting on compliance levels and suggesting improvements as necessary.

• Tracking and addressing any onsite issues following inspections or feedback, ensuring prompt resolution in line with service level agreements.

Contract Management:

• Assume responsibility for the contract management routines of developments, utilising systems to ensure contracts are tendered, implemented, and actions are documented. This includes:

• Collaborating with the support team and contractors to ensure a complete and appropriate contract schedule for each development.

• Conducting contract tenders to ensure value for money.

• Saving necessary information in the company systems and diarising relevant actions as needed.

Customer Service:

• Serve as a representative of the company brand, emphasising the importance of exceptional customer service internally and externally.
• Interact with customers in a positive and empathetic manner.
• Respond promptly and courteously to phone calls, emails and other forms of communication, identifying yourself and the company.
• Address customer complaints or concerns with appropriate solutions, collaborating with the team as necessary.
• Actively seek further training or knowledge if needed, and promote the same for team members in management positions.

Health and Safety:

• We prioritise the health and safety of employees, clients, and all individuals affected by our operations, striving to provide a secure environment. Responsibilities include:

• Utilising technology to record and manage safety protocols and learn from trends to enhance practices.

• Maintaining safe conditions for sites, residents, visitors, and colleagues.

• Being thorough in safety inspections, monitoring, and documentation.

• Supporting each other in promoting both physical and mental well-being.

• Actively working to maintain healthy working conditions and preventing workplace accidents.

Financial Management:

• Assist the wider team with ongoing financial oversight of developments while being mindful of budgets and financial needs.
• Experience in budget management and explaining budget details to clients is preferred, along with drafting relevant communications.
• Review budget performance regularly to ensure sufficient funds throughout the service charge year.
• Understand and assist with service charge recovery processes and financial management within the portfolio.
• Prepare client reports as required and collaborate with the Finance Team to review end-of-year accounts, creating supporting communications as necessary.

Compliance:

• Ensure adherence to company policies and obligations related to data protection and the proper handling of data concerning the organisation, clients, or customers.

BENEFITS:

• Free lunch on Fridays
• 3 days of remote working per week
• Charity days to support community initiatives
• Access to a 24/7 GP and wellbeing service