Purpose of the Role
To provide building management services to an exiciting development comprising 159 apartments, offices and retail units in Bournemouth.
To be the main point of contact for tenants within the developments, and first point of escalation. Oversee day to day running of the site and co-ordinate and delegate tasks to the rest of the team.
To ensure all statutory H&S requirements are met and engage with residents to create a sense of community within the development. You will be the face of the brand, delivering the highest levels of customer service to ensure residents have the best rental experience. To build a rapport with main contacts within commercial tenancies, making sure all queries responded in a timely manner.
You will be line managing a team dealing in both the residential and office elements of the building and will be responsible to training and development of the team.
Key Responsibilities
General
- Responsible for all residential, commercial and retail on site management
- Develop and maintain supportive relationships with long term commercial and retail tenant key personnel.
- Ensure site grounds are managed and ensuring the required standards are achieved and maintained at all times.
- Manage on site staff team, including sub-contracted staff (cleaning, security cover) – workload, schedules, morale
- Daily reports and hand over briefings
- Management and coordination of all on site Maintenance and Repairs in timely manner – all communal, commercial, retail and apartments
- Manage contractor site access and permits to work for service provider contracts, proactively ensuring the maintenance of sound working relationships and tight standards
- Forging productive relationships with key service partners such as the estate developers, contractors and wider estate managers for the benefit of residents and seeking economies of scale for the efficient running of the building
- Organising and running tenant services via third parties and in house
- Ensuring up to date resident communication via various channels including social media
- Seeking special offers and discounts for residents from local businesses
- Creating a community feel through communication, events and innovations
- Co-ordinating all contractor appointments and defect warranty repairs, logging issues in order that required service levels are attained
- Carrying out regular inspections of communal areas and apartments
- Responsible for Health and Safety compliance coordination utilising Savills systems; liaising with the Estate and Facilities managers where required
- Managing the building expenditure budget and ensuring value for money from suppliers, maximising the net operating income
Residential Tenancy Management
- Dealing with initial enquiries, booking in viewings and negotiating offers
- Agreeing leasing offers and processing these in line with Savills procedures
- Post initial let up, uploading availability details to marketing portals and updating adverts as necessary
- Completing all applicant vetting in line with Savills procedures
- Driving rental growth, ensuring that rents in the building are maximised yet competitive within the local market.
- Meet and greet with all new tenants; providing Welcome Packs and new tenancy information
- Completing check in and check out reports; determining deposit returns
- Assisting the credit control team to ensure the timely payment of rents and liaising with residents to address problem cases
- Undertaking tenancy renewals, driving rental growth
- Organising minor works between tenancies to maintain first class presentation of apartments
- Providing regular asset performance reports and attending monthly meetings with line manager
- Attend court hearings
Safety & Security
- Ensure that the day-to-day running of the buildings and estate is effective and efficient.
- Ensure that all personnel complete duties to the highest standard and are well presented.
- Keep service areas in a clean, tidy and secure condition and control vehicular traffic in these areas.
- Walk the public areas on a regular basis throughout the day checking on cleanliness, maintenance, landscaping etc.
- Ensure compliance with all statutory requirements and codes of practice, health and safety requirements.
- Maintain overall control of the security operations, paying particular regards to incident response and customer care.
- Liaise with tenants/Leaseholders/Client and the Police in any reported incidents on site.
- Ensure that all insurance risk control requirements and, where appropriate, recommendations, are undertaken.
- Ensure that daily checks are undertaken of the common areas of the estate and buildings and that all necessary remedial works are undertaken within a reasonable time period. Where remedial works are required immediately, the area in question must be cordoned off and made safe for all visitors, tenants, etc.
- Ensure that Health and Safety policy is complied with at all times.
- Control and monitor the keys for all common areas in the buildings and any estate serviced areas
Enquiries
- Deal with enquiries by telephone, personal visits from tenants, leaseholders, contractors, the public, or whoever may have reason to make contact.
- To respond to and manage enquiries and complaints with all stakeholders in mind, ensuring they are resolved or escalated to management, as appropriate.
Deal with enquiries by telephone, personal visits from tenants, contractors, the public, or whoever may have reason to make contact.
Public Relations
Establishing and developing good relations and partnerships with various authorities and local agencies, notably:-
- Local authority
- Police
- Fire brigade
- Public transport providers
Promotions/Events
- Ensure that any promotional activities and events on site are carried out with due care and attention to the health safety and welfare of staff, customers and occupiers .
- Establish and develop close working relationships with tenant representatives and manage tenant satisfaction and confidence in Savills service delivery.
Staff
- Working with site staff and contractors towards achievement of their goals.Identifying and implementing train