Assistant Resident Services Manager - Barking, United Kingdom - PMR

PMR

Verified Company

Barking, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Overview

Support the Resident Services Manager in the safe management of the operations of the site
Responsible for the day to day management of the team of Resident Services Associates
Work alongside the Resident Services Manager and RS Team to deliver exceptional customer services to all Residents enabling the asset to deliver performance above target and aligning the team to work as one

Scope of role:

Support the RSM in the delivery of the customer service strategy and service to our agreed standards
Manage the team of Resident Services Associates
Lead the RSA team to increase resident satisfaction with service delivery
Lead the RSA team to deliver highquality resident services
Collaborate with companywide colleagues to ensure excellent customer service
Lead the RSA team to encourage and support resident engagement
Management of the RSA team rota
Promote the company and build good relationships with external partners
Deputise for Resident Services Manager as and when required

Experience:

Previous experience working in organisations providing property management is essential
Previous demonstrable experience of effectively managing a successful team, with strong management skills
Strong written and verbal English
Qualifications in property or customer service would be advantageous
Previous experience of working towards and achieving targets
A good communicator with strong interpersonal skills, including the ability to listen
Wellgroomed and professional appearance
Passionate about customer service
Ability to build relationships and work collectively with colleagues
Demonstrable ability to think creatively and embrace new challenges daily
Goalfocused, positive and resilient with the determination in delivering exceptional outcomes for its residents and communities

Customer Service

Carry out services such as maintenance enquires, inspections, lettings viewings, parcel management and adhoc tasks, ensuring the provision of an excellent frontline service to residents and other customers on the phone, in writing and in person
Ensure the resident move in and move out process is seamless to include property and right to rent checks
Ensure effective coordination between the customer services team and other areas of the business to enable the efficient working of the frontline service
Handle day to day enquires from residents and complaints escalating where required
Manage the team to achieve positive online reviews and customer feedback surveys, devise and implement innovative ways to promotion the annual NPS survey to resident

Operations

To support the delivery of highquality services including voids & unit management, end of tenancy processes, regular health & safety checks, raising works orders and approval of invoices
Management of the RSA team rota
Be an ambassador for the events committee, encouraging the RSA team involvements and working with the management team to deliver Quality Resident Events Complete in tenancy property inspections and visits to residents' homes as and when required
Liaise & book contractors, cleaning and maintenance operatives
Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented and targets are achieved
Support the Senior RSA in the preparation and updating of all local information and resident handbook content
Effective management of the team to ensure delivery of operational and performance based KPI targets
Effective void management, minimising void days and retention of damage deposits
Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required

Customer Engagement

Identify opportunities for enhanced service delivery to optimise customer experience
Meet & Greet residents and handle complaints to an effective resolution
Host & attend regular events for residents, ensuring that events are run smoothy and marketed effectively through social media and other methods of communication

Reporting:

Assist Resident Service Manager with weekly and monthly operations reports. Attend meetings in RSM absence and be able competently complete all required reports
Record all receipt of keys and visitors to site
Awareness of operating budget, ensuring expenditure is allocated to correct funding codes
Ensure all incidents are reported, follow up actions complete, and relevant parties advised

Other

Any adhoc tasks as requested by the Resident Services Manager
Respond to out of hours emergency calls in absence of manager
Represent the company as required
Actively contribute to delivering objectives
To be customerfocused in all dealings with residents
Work with all teams; Credit Control, Customer Service, Lettings and Facilities Management to enable the delivery of exceptional customer service and effective management of the site
Work with RSM with any RST recruitment requirements
Responsible for training and mentoring the RSA team members