Residential Sales Assistant Supervisor

6 months ago

Liverpool, United Kingdom ourHRpeople Full time

**Company Overview**

ila is an emerging Build to Rent property management company which is an abbreviation of ‘I live around.’ We celebrate all that is great about city centre living and offer flexible accommodation plans that enable our residents to achieve their lifestyle aspirations.

The ila brand has been built on four brand pillars which form the cornerstones of what we do, how we do it and why. Each element underpins how we want to be perceived by our residents, the local communities in which we operate, and the wider BTR market. Our purpose is to provide accommodation that our residents feel proud to call home, with kind and welcoming in-house staff. Each property offers flexibility that enables tenants to achieve their lifestyle aspirations, whilst reflecting the culture and connection of their local community.

**Resident Services Assistant - Supervisor**

ila is looking to hire a Resident Services Assistant Supervisor for Pall Mall Press, a new BTR scheme in Liverpool consisting of 336 residential apartments. The Resident Services Assistant Supervisor will assist in driving the performance of the site through collaborating with the on-site team to achieve the same goals, whilst delivering an industry leading resident experience.

The Resident Services Assistant Supervisor will work alongside the team to ensure that KPI’s are achieved to include, lettings, minimising rental debt, robust health and safety management, and positive resident reviews, whilst maintaining the highest of standards on site.

We are looking for individuals who will take ownership of all tasks assigned to them and do so with a can-do attitude and a people first approach to the role.

This role will report directly into the Community Manager and will collaborate with other teams across the UK. The working hours for this role will be between the hours of 8am until 8pm (on a rota basis).

**Customer Service**
- Be the face of Pall Mall Press, provide outstanding customer service to residents and visitors
- Undertake viewings with potential residents, providing them with the up-to-date information relevant to their query.
- Assist with resident engagement strategies to ensure a strong resident community is built and maintained. Promote and encourage a neighbourly and community atmosphere.
- Assist with resident communications through multiple channels.
- Ensure resident issues and service requests are addressed and dealt with quickly, efficiently, and professionally and escalated if appropriate.
- Achieve positive resident reviews on various online platforms to include but not limited to Homeviews and Google.
- Receiving and processing payments, monitoring and chasing rent arrears as per company procedures.
- Provide information and recommendations for the local area and promote our neighbourhood
- Ensure all reception/admin are well managed and all records are up to date.
- Take ownership of the reception/communal areas and ensure they are kept clean, tidy, and well-presented at all times

**Marketing, Social Media, Events & Community Presence**
- Post frequently on social media platforms ensuring content is aligned to the brand manifesto.
- Drive the highest rates of retention and community engagement.
- Support the overall marketing/leasing efforts and offer input and suggestions regarding promotions, advertisements, and pricing.
- Assist with planning and hosting networking events to create and forge new relationships within the community.
- Promote events/give-aways to residents to ensure they are deemed successful.

**Site Management & H&S**
- Supervision of the Resident Sales Assistant Team
- Communicate well with colleagues to ensure you work together as a team and take an enterprising approach to the role.
- Support with the completion of compliance testing and recording in line with the company H&S policies and procedures
- Undertake any ad-hoc tasks deemed necessary by the Community Manager/Head of FM/H&S.
- Ensure on site visits are managed as per company procedure and align with H&S regulations.
- Be responsible for all deliveries to main reception, by receiving, safekeeping and issuing of all parcels/registered mail in line with the company procedure.
- Carry out specific daily/weekly tasks as agreed with the Community Manager.
- Assist with turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.
- Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency, and reporting any concerns.

Experience in a similar role, preferably in either BTR or PBSA.
- Experience managing a team
- Professional presentation, be confident and outgoing in nature.
- Basic understanding of landlord and resident relationship.
- Basic health and safety knowledge.
- Excellent English language skills - both written and spoken.
- IT literate - MS Office at intermediate level and other relevant software a level to undertake the ro

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