Senior Resident Services Manager

2 months ago

London, 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 East London

**OVERVIEW**:

- Responsible to lead, manage, and deliver the onsite resident operations across 3 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
- Working hours are Monday to Friday, 9:00 to 17:30

**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

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