Residents Manager

The Residents Manager will lead the on-site team to provide our residents, client, and customers an exceptional experience. They have responsibility for:

1. The Concierge, Security, and Amenities (if applicable) teams
2. Our fantastic resident amenities
3. Community engagement and events

The Residents Manager should strive to become a key contact for our residents, team members and client through building strong relationships. They will take ownership of the end-to-end resident journey and experience, from the point of move in onwards. Seeking to enhance the resident experience wherever possible, ensuring service delivery against service expectations and SLAs. Overseeing any front of house offering and concierge service and establishing and implementing amenity management and customer engagement strategies and initiatives.

Asset Management

To support the ongoing asset management routines of the development, aiming to ensure contract, risk and mobilisation management tasks are completed in an efficient and timely manner.

Mobilisation: Supporting the company mobilisation process. This will include but is not limited to:

1. Liaising with key stakeholders such as the client, outgoing agents, the company new business team, client relationship team and company employees generally.
2. Ensuring mobilisation tasks are meticulously completed and recorded in the relevant systems.
3. Helping to enhance the customers initial experience of company via the completion of the mobilisation actions in and efficient and timely manner.
4. Arranging for others to complete tasks as and where appropriate.
5. Reporting on mobilisation statistics and defining actions to improve the same.

Risk Management: Taking ownership of the developments risk management routines where appropriate, utilising company systems and processes to ensure compliance. This will include but is not limited to:

1. Liaising with the client relationship / support team, contractors, and customers to facilitate risk assessments and routine risk management tasks.
2. Maintaining a detailed audit trial of all actions and certification within the company system.
3. Reporting on compliance levels within the development and defining actions to improve the same.

Health and Safety:

1. Support with the monitoring and supervision of contractors, carrying out works on and around the development
2. To ensure all irregular incidents are investigated and reported to the Estate Director. To provide a response to emergency queries (out of normal office hours) directing colleagues as appropriate including attendance where necessary
3. Ensure 100% H&S and PPM compliance on the estate including Risk Management in collaboration with the Maintenance team
4. Undertake required risk assessments, health and safety checks and routine testing requirements ensuring concerns are acted upon

Contract Management: Taking ownership of the developments contract management routines where appropriate, utilitising company systems to ensure the appropriate contracts are tendered, implemented and any arising actions recorded.

1. Liaise with the client relationship / support team and contractors to ensure each development has a completed and appropriate contract schedule implemented.
2. Tender contracts and ensure value for money is obtained.
3. Ensure the necessary information is saved to the company systems and any relevant actions are diarised as appropriate.

Financial Management: Assisting with the drafting, control and reporting of the service charge budget and expenditure of the Development.

Team Management

• Ensuring a great internal customer experience, motivating and supporting all direct reports
• Overseeing the recruitment of new team members - working closely with the Talent Team and Recruitment Agencies
• Ensuring a smooth and meticulous induction is planned for each new starter along with all the necessary training
• Performance management of the team, including quarterly 1-2-1s and annual appraisals
• Managing holiday and sickness absences including recording in Sage HR and organising shift cover
• Sending accurate payroll information over to Payroll every month including overtime, unpaid leave etc.

General Management

• Attend and organise internal and external meetings including defects meetings, ops meetings, client meetings etc.
• Taking responsibility for all soft services such as landscaping, cleaning etc.
• Carrying out regular inspection audits of the site and take/organise remedial action if and when required

Location: Southall (UB1) (easily accessible via the Elizabeth Line)

Salary: £50,000 per annum