Resident Services Manager Btr
2 days ago
**Resident Services Manager**
**Competitive Salary**
**Mon-Fri 9-5:30**
**Role**
- Customer Service_
- Manage and co-ordinate the customer services team 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
- 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
- Customer Engagement_
- Identify opportunities for enhanced service delivery to optimise customer experience
- Meet and 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
- Respond to out of hours emergency calls
- Develop and maintain a smooth working relationship with relevant outside bodies
- To influence and contribute to delivering objectives
- To be customer-focused in all dealings with residents
**Requirements**:
- Significant experience in in property/building management
- Demostrable leadership and people 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
- Provide effective advice and support
- Ability to build relationships and work collectively with colleagues
- An ability to think creatively
- Goal-focused, positive and resilient
- Positive attitude and ability to work with little supervision
- Smart in appearance
- 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. Promote, and by example, ensure safe-working practices at all times, including risk assessments
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