Assistant Resident Services Manager

4 weeks ago

Barking, United Kingdom Cobalt Recruitment Full time

**Assistant Resident Services Manager (BTR)**

**Based Barking**

**1 in 2 Saturdays (day off in lieu)**

**Competitive Salary**

For this position, a professional background in either property management or student accommodation is essential. You will manage the team of Resident Serves Associates, ensuring that residents receive an excellent service, the building is maintained andmanaged efficiently to the company standard, and the team works as one. This role will report to the Resident Services Manager, providing an exceptional resident experience through delivery of first-class customer service.

**Responsibilities**
- Customer Service_
- Carry out services such as maintenance enquires, inspections, lettings viewings, parcel management and ad-hoc tasks, ensuring the provision of an excellent front-line 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 co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service
- Handle day to day enquires from residents and complaints escalating where required
- Manage the team to achieve positive on-line reviews and customer feedback surveys, devise and implement innovative ways to promotion the annual NPS survey to residents
- Operations_
- To support the delivery of high-quality services including voids and unit management, end of tenancy processes, regular health and safety checks, raising works orders and approval of invoices
- Management of the team rota
- Be an ambassador for the events committee, encouraging the RSA team involvements and working with the management team to deliver tenancy property inspections and visits to residents' homes as and when required
- Liaise and 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 if needed
- Customer Engagement_
- Identify opportunities for enhanced service delivery to optimise customer experience
- Meet and greet residents and handle complaints to an effective resolution
- Host and attend regular events for residents, ensuring that events are run smoothly 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 Manager's 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 correctly
- Ensure all incidents are reported, follow up actions complete and relevant parties advised
- Other_
- Any ad-hoc tasks as requested by the Resident Services Manager
- Respond to out of hours emergency calls in absence of manager
- Actively contribute to delivering company objectives
- To be customer-focused in all dealings with residents
- Work with Credit Control, Customer Service, Lettings and Facilities Management to enable the delivery of exceptional customer service and effective management of the site
- Work with Manager with any recruitment requirements
- Responsible for training and mentoring the team members

**Requirements**:

- 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
- Well-groomed 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
- Goal-focused, positive and resilient with the determination to deliver exceptional outcomes for its residents and communities

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