Regional Manager

4 days ago

London, UK, United Kingdom FirstPort Full time

Job role: Regional Manager

Location: Managing a portfolio covering NW London, W London, SW/S London with some central properties

Hours: Monday-Friday: 9am-5pm (35 hours per week)


The Job Role

As the Regional Manager you will contribute to our vision of being the UKs favourite property manager by:

  • Provide leadership, coaching, mentoring and guidance to colleagues to enhance standards of service for all disciplines and enhance skills and capability across a team.
  • Deliver a proactive and strategic focus, with overall operational accountability for a regional portfolio, delivering profitability, compliance, service excellence and value for money.
  • Complete tasks to ensure our portfolio of developments are well maintained and demonstrate full compliance with our own policies, procedures and internal performance measures, in addition to statutory and legislative obligations.

This role reports to the Operations Manager and has a team of up to 7 direct reports and 20 indirect reports.


Main Responsibilities

  • Lead cross-functional meetings and discussions to set and review the portfolio priorities and strategies for future - seek solutions and improvements within processes, procedures and application.
  • Identify and deliver on-going training needs to support the development of direct reports, utilising appropriate internal and external methods and support as well as conduct frequent reviews with development managers providing constructive feedback and coaching, ensuring KPI’s and SLAs are met.
  • Act as a key driver and enabler of service innovation and provide leadership in developing and embedding a culture of service excellence.
  • Recruit new team members whilst constantly encouraging, developing and reviewing rising talent as part of your colleague retention strategy.
  • Lead on/encourage new business leads with an overall growth and profitable intention including sales meetings, presentations and bids.
  • Lead and support development manager action plans and actively monitor risk and implement corrective actions for “at risk” schemes ensuring preventative measures are in place for those that are vulnerable.
  • Monitoring and auditing KPI’s for the portfolio to adhere to Four Pillar strategy and deliverables as well as full compliance and Health & Safety policies and procedures.
  • Conduct site audits and spot checks of standards across the portfolio ensuring adherence to FirstPort standards to improve the customer experience, and overall Customer Satisfaction Survey results.
  • Support development managers and cross-functional teams to actively conclude complaints and actions - handling escalated complaints where necessary whilst being the lead point of contact for conclusions on major legal issues.
  • Proactively managing contractors, consultants and other professional advisors to ensure they efficiently support the business.


Skills and Experience

  • Strong experience of leasehold property management.
  • Demonstrable experience of managing remote people/teams and delivering an exceptional customer service.
  • Confident, articulate communicator – both orally and in writing; able to build relationships with all types of customers and clients with a resolution focused mentality, creative in your approach. The ability in dealing with problems and challenges effectively.
  • Comprehensive understanding of the principles relating to Health and Safety regulations and Residential Landlord & Tenant legislation.
  • Ability to work under pressure deadlines, able to prioritise and manage time effectively.
  • Demonstrable experience with multi schedule budget preparation and management
  • Able to mobilisation new and/or triage, post mortem and demobilisation developments using risk management frameworks and strategies.


Who are we?

FirstPort is the UK’s leading property management company, caring for our customers’ homes across England, Wales and Scotland. With over four decades of experience and over 3,100 employees, FirstPort works with developers, investors, freeholders and over 1,600 Resident Management Companies.


FirstPort is a member of the Association of Residential Managing Agents (ARMA), the Association of Retirement Housing Managers (ARHM), and Property Managers Association Scotland (PMAS). As well as holding a Five Star Rating from the British Safety Council, FirstPort is an accredited Safe Agent and belongs to The Property Ombudsman.


Why choose us?

By joining us, you will work with industry professionals who are committed to providing the highest levels of customer service, as well as ensuring we put our people first.

The benefits of working with us can include free parking, free fruit, discounted gym membership, a true work-life balance and the opportunity of growth and progression. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.

We’re committed to promoting diversity at FirstPort and recruit on merit. We are an inclusive employer that prides itself in being so diverse.


What’s next?

To start your application for this role we will ask you to upload your CV and answer a few questions.

Our recruiters will work with our managers to review your CV. If unsuccessful you will be notified. If you meet the criteria for the role, we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager.

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