Duty Manager

1 month ago

London, United Kingdom PMR Full time

Our client is recruting for a Duty Manager to join a busy team in a residential site in the City of London.

**Working Hours**: You will work 37.5 hours a week - on a flexible shift system (with different start/ finish times)

Working 5 days out of 7; working weekends, bank holidays and working on-call on a rotating basis.

**Duties**:

- To support the Operations Manager in leading the Customer Support Assistant Team to achieve excellent standards of customer service for all residents and visitors to the property.
- Collaboratively support the Customer Communications Team to ensure all property team members help with the timely solution of resident queries/complaints.
- Provide 'front of house' services - excellent customer service and in accordance with our 'GUEST' service model
- Exercise initiative in providing excellent customer service, liaising effectively with other Managers and Colleagues.
- Deliver organised customer Check In and Check Out days - showing residents to their new rooms and answering any queries they may have.
- Perform flat viewings with potential customers, giving them tours of the properties and facilities we offer, discussing and understanding their needs.
- Build and maintain networks and relationships with key external stakeholders and customers.
- Gain an understanding of property budgets, working with the Operations Manager in monitoring external partners to drive down and control costs.
- Working with the Operations Manager and Maintenance Manager to maintain the property at the highest standard; through building walks, strong and timely communication, and role-modelling a sense of pride to the team; demonstrating a practical approach tohygiene factors and completion of core tasks.
- Undertaking flat inspections and monitor resident behaviour.
- With the Operations Manager, support the recruitment, coaching, training and development of all property team members.
- Support team members in complaint handling, coaching them to handle even complex complaints themselves to successful resolution.
- Role model to colleagues how to engage and commit to overall business plan,vision and values.
- Effectively and professionally communicate; particularly in situations of difficult negotiation and challenge and influence upwards to managers as well as to direct reports.
- Effectively manage operational team performance and consistently address any employee issues where necessary (as appropriate and where line reports)
- Support the planning and management of resource levels including the management of shift rotas and peak operational activity to successfully deliver excellent service and effectively control costs, in line with budget / targets.

**Requirements**:

- 2/3 years experience in a similar role.
- Reliable and timekeeping.
- Immaculate presentation.
- Strong written and verbal communication skills in English.
- Have excellent communication skills.
- Experience in the highest level of customer service.
- Be able to demonstrate initiative.

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