Resident Services Director
3 weeks ago
We are seeking an experienced Resident Services Manager to provide onsite lettings and property services to a build-to-rent residential development in North Acton. As the first point of contact from enquiry stage to resident move in, you will ensure a high level of customer service is provided to residents at all times.
Key Responsibilities- Manage a team of 4 who will report directly to you, organising the rota, supporting the assistant resident manager and delegating responsibilities, motivating the team to improve performance
- Upload availability details to marketing portals and update adverts as necessary
- Complete all applicant vetting
- Deal with initial enquiries and book in viewings
- Agree leasing offers
- Forge productive relationships with key service partners such as contractors and facility managers for the benefit of residents and seek economies of scale for the efficient running of the building
- Organise and run tenant services via third parties and in-house
- Ensure up-to-date resident communication via various channels including social media
- Seek special offers and discounts for residents from local businesses
- Create a community feel through communication and regularly host resident events
- Act as the first point of call for residents to report maintenance issues
- Coordinate all contractor appointments and repairs, logging issues in order that required service levels are attained
- Carry out regular inspections of communal areas and apartments
- Responsible for Health and Safety compliance coordination utilising the systems; liaise with the Estate and Facilities managers where required
- Organise minor works between tenancies to maintain first-class presentation of apartments
- Meet and greet with all new tenants; provide Welcome Packs and new tenancy information
- Complete check-in and check-out reports; determine deposit returns
- Assist the credit control team to ensure the timely payment of rents and liaise with residents to address problem cases
- Undertake tenancy renewals, driving rental growth
- Provide regular asset performance reports, competitor analysis, weekly statistics on leasing, and market rent analysis
- Drive rental growth, ensuring that rents in the building are maximised yet competitive within the local market, providing strategies to help increase lets
- Manage the building expenditure budget and ensure value for money from suppliers, maximising the net operating income
- Establish and deliver additional income streams where appropriate
- Prior Property Management and Lettings experience required
- People management experience would be ideal
- Strong customer service ethic/background
- Positive, can-do attitude
- Common sense approach
- Ability to think on their feet and make considered decisions
- Outgoing, warm, and friendly personality
- Organised, meticulous, tenacious
- Excellent written and spoken etiquette
- IT literate and social media savvy
Salary: £38,000 to £40,000 + Up to 10% discretionary bonus
Hours: Monday to Friday 9am to 6pm Site Based
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