Senior Resident Services Manager - London, United Kingdom - PMR

PMR

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

PMR are seeking an experienced Senior Resident Services Manager for a well-established provider of Build to Rent homes in East London

OVERVIEW:

Responsible to lead, manage, and deliver the onsite resident operations across 3 developments in line with the company standards
Ensure that all residents receive an excellent service, the asset delivers performance above target and the team works as one
Working hours are Monday to Friday, 9:00 to 17:30

SCOPE OF JOB:

Deliver the customer service strategy and standards
Increase resident satisfaction with service delivery
Ensure the onsite team deliver highquality resident services
Work closely with companywide colleagues to ensure excellent customer service
Encourage and support resident involvement
Promote the company and build good relationships with external partners

QUALIFICATIONS, SKILLS AND EXPERIENCE:

Significant experience in management of resident services, preferably within organisations providing market rent properties or hospitality
Ability to lead a successful team, with strong staff management skills
Experience of training and recruiting a cold start team
Strong experience in creating and designing events, including event themes, "out of the box" ideas.
Track record of the design and delivery of service improvement plans
Experience of setting and managing budgets
Industry Qualifications from NFOPP, IRPM, RICS, ARMA desirable
A good communicator with strong interpersonal skills, including the ability to listen, persuade and influence
Provide effective advice and support
Ability to build relationships and work collectively with colleagues
An ability to think creatively
Goalfocused, positive and resilient with the determination to support the company in developing organisational potential and outcomes for its customers and communities
Positive attitude and ability to work with little supervision
Smart in appearance, complying with stated appearance code
Continually strives to improve knowledge, skills and abilities to produce the best results
Customer, student and hospitality management experience is preferred but not essential
Knowledge of other languages may be an advantage
Possess the ability to compile accurate reports, competent in presenting data and performance against KPIs and taking swift actions to remedy any shortfalls
Possess a sound understanding of legislation relating to chemicals and dangerous substances i.e. COSHH.

CUSTOMER SERVICE Manage and co-ordinate the Resident Services Team (RST) and reception/parcel service, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person

Keep abreast of good practice and establish new ways of providing services to customers
Ensure effective coordination between the customer services team and other areas of the business to enable the efficient working of the frontline service
Set, review and monitor service standards
Deliver all onboarding materials such as handbooks, notices, instructions
Review customer feedback, create action plans and implement to meet the residents needs

OPERATIONS To lead on ensuring the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement

Overall responsibility for ensuring properties are managed in a professional manner
To ensure the smooth running of the letting process from offer acceptance to movein and settling of new tenants
Manage and coordinate the day to day running of cleaning and maintenance operatives
Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented by the staff and that targets are set and monitored
Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required
Identify and report defects, managing contractors to rectify the works. Recording defects and monitoring the progress of works
Management of PRS, DMR and Affordable Housing homes, working with a tenure blind concept

CUSTOMER ENGAGEMENT Identify opportunities for enhanced service delivery to optimise customer experience

Meet & Greet residents and handle complaints to effective resolution
Organise regular events for residents, ensuring that events are marketed effectively through social media and other methods of communication.

MANAGEMENT Management, development, and support of direct reports, ensuring clear co-ordination between them and effective performance. This includes setting targets and monitoring team and individual goals, ensuring that staff appraisals take place and that individualtraining requirements are met

Recruit staff as required and provide induction and other training as required for the personal development of members of staff
Encourage and develop new initiatives and ideas with staff
Lead, motivate, communicate with, develop and performance manage direct reports to ensure that they are fully motivated to achieve best performance to meet the company's needs

REPORTING Prepare and ensure the preparation of regular customer & building data

Prepare reports as required to report against KPI targets
Attend meetings and online calls and deliver minutes to team
Draft and manage the Resident Service budget, monitoring it regularly and ensuring expenditure is within target