Resident Managers

3 weeks ago

Borehamwood, United Kingdom POD Management Full time

Due to rapid growth, POD is looking to hire Resident Managers & Development Managers. We are seeking ambitious, commercially minded, and technically brilliant leaders passionate about driving success. Our ideal candidates take ownership, proactively solve challenges, and exceed expectations. Ready to let your ambition, commercial acumen, and technical brilliance shine? Join us as Resident Managers and Development Managers, where excellence thrives in a dynamic environment.


KEY RESPONSBILITIES:

The Development Manager / Resident Manager will lead the on-site team to provide our residents, clients, and customers an exceptional experience. They will have principal responsibility for effective and efficient management of staff, contractors, and the other resources available to them to ensure the highest quality of service is provided, commensurate with the requirements of any management contract, tenancy agreements, service level of agreement or otherwise.


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 oversee & 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 POD mobilisation process. This will include but is not limited to: -

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

Risk Management

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

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

Health and Safety

  • Support with the monitoring and supervision of contractors, carrying out works on and around the development
  • 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
  • Ensure 100% H&S and PPM compliance on the estate including Risk Management in collaboration with the Maintenance team
  • 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 POD systems to ensure the appropriate contracts are tendered, implemented and any arising actions recorded.

  • Liaise with the client relationship / support team and contractors to ensure each development has a completed and appropriate contract schedule implemented.
  • Tender contracts and ensure value for money is obtained.
  • Ensure the necessary information is saved to the POD 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


Key performance metrics would be identified and defined in the following areas:

  1. Talent management and development
  2. Client / customer satisfaction
  3. Planned preventative maintenance
  4. Risk management
  5. Customer engagement score
  6. Response time
  7. Resolution time
  8. Client finance


Health and Safety

We are committed to ensuring the health and safety of our Employees, clients and anyone affected by our business activities and to providing a safe environment for all those attending our premises.

Every employee at POD plays a part in ensuring we achieve this, remaining mindful that we will take care in everything we do:

  • All employees should use our smart technology to record and manage their safety routines, learn from trends and seek to improve together.
  • All employees should be dedicated to keeping their sites, residents, visitors, team and workplaces safe.
  • All employees should be meticulous in their approach to safety, tracking, inspecting, monitoring, auditing, reviewing, recording and learning.
  • All employees should support each other to ensure we take care of our physical and mental wellbeing.

We are committed to maintaining safe and healthy working conditions through control of the health and safety risks arising from our work activities, taking steps to prevent accidents and cases of work-related ill health. Employees should be conscious of their responsibilities in this regard and seek clarity when necessary.


At POD we are committed to the POD Values:

You should always display the key POD values of being:

  • Meticulous- preparation, process, detail, diligent, methodical, specific
  • Dedicated - commitment, belief, passion, self-discipline, enthusiasm
  • Smart - innovative, resourceful, original, creative, effective
  • Supportive - collaborative, honest, communicative, flexible, team-player

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