Senior Resident Services Manager

2 months ago

Milton Keynes, United Kingdom PMR Full time

PMR are seeking an experienced Senior Resident Services Manager for a well-established provider of Build to Rent homes in Milton Keynes

**OVERVIEW**:

- Responsible to lead, manage, and deliver the onsite resident operations across two developments in line with the company standards
- Ensure that all residents receive an excellent service, the asset delivers performance above target and the team works as one

**SCOPE OF JOB**:

- Deliver the customer service strategy and standards
- Increase resident satisfaction with service delivery
- Ensure the onsite team deliver high-quality resident services
- Work closely with companywide colleagues to ensure excellent customer service
- Encourage and support resident involvement
- Promote the company and build good relationships with external partners
**QUALIFICATIONS, SKILLS AND EXPERIENCE**:

- Significant experience in management of resident services, preferably within organisations providing market rent properties or hospitality
- Ability to lead a successful team, with strong staff management skills
- Experience of training and recruiting a cold start team
- Strong experience in creating and designing events, including event themes, "out of the box" ideas.
- Track record of the design and delivery of service improvement plans
- Experience of setting and managing budgets
- Industry Qualifications from NFOPP, IRPM, RICS, ARMA desirable
- A good communicator with strong interpersonal skills, including the ability to listen, persuade and influence
- Provide effective advice and support
- Ability to build relationships and work collectively with colleagues
- An ability to think creatively
- Goal-focused, positive and resilient with the determination to support the company in developing organisational potential and outcomes for its customers and communities
- Positive attitude and ability to work with little supervision
- Smart in appearance, complying with stated appearance code
- Continually strives to improve knowledge, skills and abilities to produce the best results
- Customer, student and hospitality management experience is preferred but not essential
- Knowledge of other languages may be an advantage
- Possess the ability to compile accurate reports, competent in presenting data and performance against KPIs and taking swift actions to remedy any shortfalls
- Possess a sound understanding of legislation relating to chemicals and dangerous substances i.e. COSHH.
**CUSTOMER SERVICE** Manage and co-ordinate the Resident Services Team (RST) and reception/parcel service, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person
- Keep abreast of good practice and establish new ways of providing services to customers
- 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
- Set, review and monitor service standards
- Deliver all on-boarding materials such as handbooks, notices, instructions
- Review customer feedback, create action plans and implement to meet the residents needs
**OPERATIONS** To lead on ensuring the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
- Overall responsibility for ensuring properties are managed in a professional manner
- To ensure the smooth running of the letting process from offer acceptance to move-in and settling of new tenants
- Manage and coordinate the day to day running of cleaning and maintenance operatives
- Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented by the staff and that targets are set and monitored
- Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required
- Identify and report defects, managing contractors to rectify the works. Recording defects and monitoring the progress of works
- Management of PRS, DMR and Affordable Housing homes, working with a tenure blind concept

**CUSTOMER ENGAGEMENT** Identify opportunities for enhanced service delivery to optimise customer experience
- Meet & Greet residents and handle complaints to effective resolution
- Organise regular events for residents, ensuring that events are marketed effectively through social media and other methods of communication.
**MANAGEMENT** Management, development, and support of direct reports, ensuring clear co-ordination between them and effective performance. This includes setting targets and monitoring team and individual goals, ensuring that staff appraisals take place and that individualtraining requirements are met
- Recruit staff as required and provide induction and other training as required for the personal development of members of staff
- Encourage and develop new initiatives and ideas with staff
- Lead, motivate, communicate with, develop and performance manage direct reports to ensure that they are fully motivated to achieve best performance to meet the company's needs
**REPORTING** Prepare and ensure the preparation of regular customer & building data
- Prepare reports as required to report against KPI targets
- Attend meetings and online calls and deliver minutes to team
- Draft and manage the Resident Service budget, monitoring it regularly and ensuring expenditure is within target

  • Senior Resident Services Manager

    4 weeks ago

    Milton Keynes, United Kingdom Jackson Sims Recruitment Ltd Full time

    **Senior Resident Services Manager - BUILD TO RENT** **Location: Milton Keynes** **Monday - Friday, 9am - 5:30pm - On Site** **The main scope of the Senior Resident Services Manager is to support the Regional General Manager in the safe management of the operations of relveant sites. You will be managing face to face enquiries from all customers,...

  • Senior Resident Services Manager

    2 months ago

    Milton Keynes, United Kingdom Cobalt Recruitment Full time

    Senior Resident Services Manager Based Milton Keynes Monday to Friday My client, the UK's leading Build To Rent operator, is seeking an energetic and dedicated individual to join their team in Bucks, managing two BTR developments. The company have won many awards and have gone from strength to strength with a real focus onthe Private Rented Sector. They...

  • Resident Service Associate

    1 month ago

    Milton Keynes, United Kingdom ONE PROPERTY RECRUITMENT LTD Full time

    One Property Recruitment have been instructed on the search for a Resident Service Associate based in Bedfordshire. This position is within the Build to rent sector and it is an extremely exciting niche development. The Residents Service Associate is a vital member of the front of house team. This role would be perfect for someone who has at least 2 years’...

  • Resident Services Associate

    6 days ago

    Milton Keynes, United Kingdom ONE PROPERTY RECRUITMENT LTD Full time

    One Property Recruitment are seeking a Resident Services Associate in the Milton Keynes area. This is a site based role focused on customer service and lettings. Our client is a Leading Operator in the Build to Rent Sector, an industry that has taken over and changed the rental market for the better with high quality apartment buildings that include extra...

  • Resident Services Leasing Associate

    1 week ago

    Milton Keynes, United Kingdom PMR Full time

    A pivotal member of the front of house team, ensuring that Residents receive an excellent service, the building is maintained and managed efficiently to the company standard and to assist in the prompt letting of the properties at the respective site.Responsibilities: Deliver the customer service strategy and standards.Conducting viewings and support with...

  • Resident Services Associate

    2 months ago

    Milton Keynes, United Kingdom Cobalt Recruitment Full time

    **Resident Services Associate (Build To Rent)** **Based Milton Keynes** **5 days per week, 1 in 3 Saturdays** An exciting position with one of the UK's leading Build to Rent operators have become available for a high end, luxury residential development in Milton Keynes. The company have won several awards and have gone from strength to strength with a...

  • Resident Services Leasing Associate, Milton Keynes

    2 weeks ago

    Milton Keynes, United Kingdom Grainger plc Full time

    **Role Overview** A pivotal member of the front of house team, ensuring that Residents receive an excellent service, the building is maintained and managed efficiently to the Grainger standard and to assist in the prompt letting of the properties at the respective site. **Desired Skills & Experience**: - Previous experience working in...

  • Resident Services Leasing Associate, Milton Keynes

    2 weeks ago

    Milton Keynes, United Kingdom Grainger plc Full time

    **Role Overview** A pivotal member of the front of house team, ensuring that Residents receive an excellent service, the building is maintained and managed efficiently to the Grainger standard and to assist in the prompt letting of the properties at the respective site. **Desired Skills & Experience**: - Previous experience working in...

  • Resident Liaison and Admissions Manager

    1 week ago

    Milton Keynes, United Kingdom HC One Full time

    Now hiring for our luxury care home in Milton Keynes. coming soon! HC-One is looking to build a brilliant team for The Applewood care home, a state of the art, luxury care home located in Milton Keynes, due to open later this year and we're hiring a Resident Liaison and Admissions Manager. A HC-One Resident Liaison and Admissions Manager is responsible for...

  • Resident Services Associate Build to Rent

    2 days ago

    Milton Keynes, United Kingdom PMR Full time

    PMR are seeking an enthusiastic Resident Services Associate to provide exceptional customer service to an existing build to rent residential development in Milton Keynes! The salary on offer is up to £26,000. The shift patterns are 5 over 6 days (Monday to Saturday), working 9 hour shifts between 8am and 8pm. As the main point of contact with the residents,...

  • Night Resident Services Associate

    1 month ago

    Milton Keynes, United Kingdom PMR Full time

    PMR are seeking an experienced Night Resident Services Associate to join a busy team at a Build to Rent development in Milton Keynes. The Night Resident Services Associate should be able to deliver a responsive and outstanding customer service to our residents. Each day will be unique, requiring an ability to prioritise, multi-task, think creatively, take...

  • Resident Experience Assistant

    3 weeks ago

    Milton Keynes, United Kingdom Savills Management Resources Full time

    **Purpose of the Role** To provide on-site property management services to an exciting new build to rent development in the heart of Milton Keynes comprising of 306 units. Responsible for the delivery of a first-class customer experience along with a team of 5 who will be responsible for all front of house services including administration, compliance,...

  • Resident Experience Assistant

    1 week ago

    Milton Keynes, Buckinghamshire, United Kingdom Savills Management Resources Full time

    Purpose of the RoleTo provide on-site property management services to an exciting new build to rent development in the heart of Milton Keynes comprising of 306 units. Responsible for the delivery of a first-class customer experience along with a team of 5 who will be responsible for all front of house services including administration, compliance, events,...

  • Resident Liaison Officer

    1 week ago

    Milton Keynes, United Kingdom Wates Full time

    **We have an opportunity for a Resident Liaison Officer** to join our Wates Living Space responsive maintenance team in Milton Keynes. Wates Living Space is one of the UK’s leading providers of planned and responsive maintenance services in the social housing sector, maintaining over 500,000 homes nationwide every year. **Key Accountabilities will...

  • Resident Experience Assistant

    1 week ago

    Milton Keynes, United Kingdom Deverell Smith Recruitment Ltd Full time

    Purpose of the RoleTo provide on-site property management services to an exciting build to rent development in the heart of Milton Keynes. Responsible for the delivery of a first-class customer experience along with a team of 5 who will be responsible for all front of house services including administration, compliance, events, liaising with all residents,...

  • Senior Quantity Surveyor

    3 weeks ago

    Milton Keynes, United Kingdom Constructions Senior Talent Full time

    Job Title: Senior Quantity SurveyorLocation: BuckinghamshireAre you ready to advance your career as a Senior Quantity Surveyor with a prominent business in the construction industry specializing in industrial design and build projects? We are actively seeking an experienced professional to join a dynamic team in the north west who not only thrives on...

  • Senior Quantity Surveyor

    2 weeks ago

    Milton Keynes, United Kingdom Constructions Senior Talent Full time

    Job Title: Senior Quantity Surveyor Location: Buckinghamshire Are you ready to advance your career as a Senior Quantity Surveyor with a prominent business in the construction industry specializing in industrial design and build projects? We are actively seeking an experienced professional to join a dynamic team in the north west who not only thrives on...

  • Senior Quantity Surveyor

    5 days ago

    Milton Keynes, United Kingdom Constructions Senior Talent Full time

    Job Title: Senior Quantity SurveyorLocation: BuckinghamshireAre you ready to advance your career as a Senior Quantity Surveyor with a prominent business in the construction industry specializing in industrial design and build projects? We are actively seeking an experienced professional to join a dynamic team in the north west who not only thrives on...

  • Senior Quantity Surveyor

    2 weeks ago

    Milton Keynes, United Kingdom Constructions Senior Talent Full time

    Job Title: Senior Quantity Surveyor Location: Buckinghamshire Are you ready to advance your career as a Senior Quantity Surveyor with a prominent business in the construction industry specializing in industrial design and build projects? We are actively seeking an experienced professional to join a dynamic team in the north west who not only thrives on...

  • Senior Customer Service Manager

    2 weeks ago

    Milton Keynes, United Kingdom EAC Consulting Group Full time

    EAC Consulting Group are representing a leading technology service provider based in Milton Keynes. They are looking for a Senior Customer Service Manager who will report to the Customer Success Director. This is a pivotal role leading a division of thecustomer success team, supporting the continued delivery of world-class service. This position offers...