Resident Service Manager

Role Description

This is a full-time on-site role for a Resident Service Manager at our Build to Rent site located in Sutton Court Rd, Sutton SM1 4SY United Kingdom. The Resident Service Manager will be responsible for overseeing daily operations, managing resident relationships, coordinating maintenance and repairs, and ensuring a high level of service delivery to residents.

Purpose of the Role

To provide onsite lettings and property management services to an exciting building to rent residential scheme development comprising 166 apartments in Sutton, South London.

Responsible for the delivery of a first-class customer experience along with the team who will be responsible for all front of house services including administration, compliance, events, liaising with all residents, visitors and the wider local community.

Building effective relationships with our residents will enhance the community spirit and everything that we deliver should be done so with our residents at the forefront of our minds, as the Resident Services Assistant it will be your responsibility to drive exceptional service at all times.

Key Responsibilities

• Provide support to the General Manager in the running of building
• Line Management of the Resident Services Assistant and any other staff deemed appropriate
• Provide first class customer service to residents, being the first point of for all residents and visitors
• Quality control of amenity spaces and apartments, ensuring they are well presented at all times.
• Organising and hosting monthly residents' events and initiatives, to enhance the community feel of the scheme.
• Engaging with residents and facilitation of any resident-lead events as well as quarterly meet and greets.
• Management of amenity space hiring
• Responding to rental enquiries, scheduling and conducting scheme tours/viewings and agreeing offers
• Completing all applicant vetting in line with Savills procedures
• Ensuring marketing portals remain up to date at all times
• Organising and running tenant services via third parties and in-house
• Ensuring up to date resident communication via various channels including social media
• Seeking special offers and discounts for residents from local businesses
• Creating a community feel through communication, events and innovations
• To act as first point of call for residents to report maintenance issues
• Co-ordinating all contractor appointments, both third party and in-house, including defect warranty repairs, logging issues in order that required service levels are attained
• Organising minor works between tenancies to maintain first class presentation of apartments
• Completing check in and check out reports; determining deposit returns
• Carrying out mid-term inspections
• Arrears chasing and reporting
• Work alongside the Resident Services Manager to ensure H&S statutory requirements are meet across the development
• Dealing with out of hours emergencies

Line Management (where applicable)

• To set clear objectives in line with business strategy and to measure and manage performance against these
• To conduct regular 121 meetings, hold team meetings and complete probationary, interim and annual appraisals as per company guidance
• To provide equal opportunities to team members via allocation of opportunity (client exposure, project work, coaching and training) in line with our promotion, succession and talent process and our D&I strategy
• To adhere to all company processes in people management and to role model professional behaviours at all times, ensuring an inclusive workplace with zero tolerance of discrimination
• To ensure recruitment is completed professionally and in line with team / divisional / company goals, thinking strategically re future needs and in line with our D&I objectives

In addition to the tasks described above, the job holder may be required to carry out other duties as may reasonably be required from time to time.

Skills, Knowledge and Experience

• 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
• Experience in undertaking viewings would be an advantage

Working Hours - 40 hours per week, fully flexible across all days. Shift patterns 8am – 5pm (may vary). Additional hours may be required as per business needs & out of hours.

Salary - £38,000 - £42,000 plus 10% discretionary bonus