Resident Services Manager

3 weeks ago

Leeds, United Kingdom PMR Full time

PMR are seeking a Resident Services Manager to provide onsite customer service and support the team to safely manage the operations of a BTR residential development in Leeds. The successful applicant will ensure the residents receive excellent service, thedevelopment delivers performance above target and the team work as one.

**Key Responsibilities**
- Provide onsite day to day customer service experience to everyone at the site, including residents, contractors, and applicants.
- Monitor and manage income by effective control of arrears and bad debts.
- Oversee marketing and leasing of residential units to achieve and maintain occupancy levels in line with business objectives.
- Work with the Assistant Manager to arrange viewings at the site and agreeing offers for property units.
- Ensuring all apartments and communal areas are well presented and attractive to all tenants.
- Deliver a high level of customer service to our residents, in a professional and pro-active manner.
- Identify opportunities for enhanced service delivery to optimise customer experience.
- Provide necessary business intelligence for the creation of management reports to investors.
- Liaising with the Operations Director on all aspects of performance, market conditions and any issues that arise.
- Have a proactive and professional approach in dealing with complaints from residents and escalate to Director.
- Maintain accurate tenancy and property records on property management software.
- Supporting with organising Resident events and engaging with the local community.
- To act as a first point of call for residents to report maintenance issues.
- Carrying out regular inspections of communal areas and platforms.
- Contact and process tenant renewals, capturing information on those not renewing.
- Work alongside the Assistant Resident Service Manager to ensure H&S statutory requirements are met throughout the development.
- Be familiar with legal and regulatory statutory inspection requirements and maintain high standards of building and facilities management.
- Comply with all statutory and regulatory requirements for business area under job remit.
- During periods of annual leave covering the Assistant Manager.
- Organise regular events for residents.
- Lead, motivate, communicate with, develop and performance manage direct reports.
- Prepare reports as required to report against KPI targets.
- Draft and manage the budget, monitoring it regularly and ensuring expenditure is within target.
- In addition to the tasks outlined above, the job will involve other duties that would be required from time to time.

**Skills, Knowledge, and Experience**
- Previous experience in a residential property environment or estate agent's background.
- Proven experience in a customer service background.
- Excellent verbal and written communication skills.
- A people person with a can-do attitude.
- IT literate and social media savvy (preferably).
- Warm and friendly personality.
- A great team player who can adapt to working in a small team.
- Awareness of health and safety policies and procedures.
- Well organised and confident to make decisions.
- Confidence and Creativity to bring new ideas to the site.

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