Resident Services Manager - Pomona Wharf
Resident Services Manager - Pomona Wharf

Resident Services Manager - Pomona Wharf

Stretford Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Manage day-to-day property operations and engage with residents at Pomona Wharf.
  • Company: Join a vibrant community-focused team dedicated to exceptional resident services.
  • Benefits: Enjoy competitive pay, a 10% annual bonus, and a supportive work environment.
  • Why this job: Be part of a dynamic team that values community engagement and personal growth.
  • Qualifications: Experience in property management is a plus; strong leadership and customer service skills required.
  • Other info: Full-time role with flexible hours; training provided for fire safety and compliance.

The predicted salary is between 36000 - 60000 £ per year.

The Resident Services Manager (RSM) is responsible for delivering an exceptional and consistent service to both the current and potential residents of Pomona Wharf. The RSM reports directly to the General Manager and will line manage the maintenance operative (MO)., * Overall management of day-to-day Property Management, Resident liaison and Operational functions.

  • Supporting the GM in facilitating repairs and management of the building.

  • Building community

  • Rota, shift and absence management of the MO.

  • Conducting Viewings

  • Assisting Lettings Manager on lettings for the development; presenting queries to the LM for review

  • Supporting the renewals process for the development; to include initial emails, negotiations and issuing renewal paperwork

  • Working alongside the GM and RSA in resident engagement for the site. To include, planning and delivery of the events calendar and social media posts

  • Updating datastation on a weekly basis

Skills, Knowledge and Experience

Maintenance, Operational and Property Management Tasks

  • Managing health and safety matters, building signage and statutory compliance as follows:

  • Assisting GM in arranging and overseeing any major works due or underway.

  • Arranging repairs to the apartments and minor repairs to building

  • Assisting GM in keeping expenditure in line with budget.

  • Providing decisive and effective first point response to Resident complaints and where appropriate arbitrating minor customer disputes to effective resolution.

  • Managing third party contractors (maintenance, cleaning etc).

  • Apartment inspections including post-tenancy repair inspections.

  • Monitoring repairs including cleaning

  • Placing works orders.

  • Placing orders for consumables

  • Ensure that all arrears are chased effectively and in line with company standards.

  • Serving correct notices in line with company standards and procedures.

  • Providing welcome packs to new residents.

  • Check in and check out spot checking to ensure standards are being maintained.

  • Assisting GM in occasional file auditing to ensure standards are being maintained.

  • Any other duties as required.

  • Assist the GM to ensure procedures regarding H&S of guests and personnel within the building are adhered to at all times;

  • Be fully conversant with the fire system in the building and be able to carry out the weekly fire tests and oversee a building evacuation if required (training will be provided). Responsible for recording results in the appropriate manner and arranging works to ensure compliance where faults identified;

  • Have a good understanding of repair diagnostics and potential resolutions to such issues. Be able to describe accurately faults/repairs to contractors and follow through to ensure works are completed to the necessary standard;

Customer Service

  • Resident engagement event planning and management.

  • Making suggestions regarding potential marketing avenues.

  • Ensuring that the FOH is manned at all times.

  • Community engagement, with Residents and locals.

  • Writing and overseeing the distribution of tenant satisfaction surveys. Providing reports on results to GM and client.

  • Overseeing tenant communications keeping in line with SLAs.

  • Providing content and overseeing publication of newsletters.

  • Take ownership of the role and responsibility for the performance of the reception team

  • Ability to lead by example

  • Confident and outgoing and an expert in delivering great customer service

  • Well organised and efficient

  • Extremely detailed oriented

  • Excellent communicator

  • Quick thinker

  • Able to work as part of and to lead a team

  • Excellent time management skills and ability to multitask

  • Ability to use initiative

  • High attention to detail

Previous Experience

  • Relevant experience within a busy team environment essential

  • Property management & lettings experience would be advantageous

  • Future leader with demonstrated leadership skills

  • Good understanding and knowledge of lettings best practice

  • ARLA qualified preferred but not essential

Working Hours – 40 hours a week, 5 days. 9 hours per day (1 hour unpaid lunch) between 8am and 6pm

Salary – Competitive plus 10% annual discretionary company bonus (payable in December, pro-rata)

Resident Services Manager - Pomona Wharf employer: Savills Management Resources

At Pomona Wharf, we pride ourselves on fostering a vibrant and inclusive work culture that empowers our employees to thrive. As a Resident Services Manager, you will enjoy competitive compensation, a 10% annual discretionary bonus, and opportunities for professional growth while engaging with a diverse community of residents. Join us in creating exceptional living experiences and be part of a team that values collaboration, innovation, and outstanding customer service.
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Contact Detail:

Savills Management Resources Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Resident Services Manager - Pomona Wharf

Tip Number 1

Familiarize yourself with the local property market and community dynamics in Pomona Wharf. Understanding the area will help you engage effectively with residents and address their needs.

Tip Number 2

Showcase your customer service skills during the interview by sharing specific examples of how you've successfully resolved resident complaints or improved tenant satisfaction in previous roles.

Tip Number 3

Prepare to discuss your experience with property management software and tools, as well as your approach to managing maintenance requests and contractor relationships.

Tip Number 4

Highlight any experience you have in event planning or community engagement initiatives. This role involves building a sense of community, so demonstrating your ability to organize events will be a plus.

We think you need these skills to ace Resident Services Manager - Pomona Wharf

Property Management
Customer Service Excellence
Team Leadership
Operational Management
Health and Safety Compliance
Conflict Resolution
Event Planning and Management
Communication Skills
Time Management
Attention to Detail
Budget Management
Repair Diagnostics
Community Engagement
Multitasking Ability
Initiative

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in property management and customer service. Emphasize any leadership roles you've held and specific achievements that demonstrate your ability to manage a team effectively.

Craft a Compelling Cover Letter: In your cover letter, express your passion for resident engagement and community building. Mention how your skills align with the responsibilities of the Resident Services Manager role and provide examples of how you've successfully managed similar tasks in the past.

Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to communicate clearly and effectively. Use concise language and structure your application well to make it easy to read.

Highlight Problem-Solving Abilities: Include examples in your application that demonstrate your quick thinking and problem-solving skills, especially in handling resident complaints or managing operational challenges. This will show that you can handle the demands of the position.

How to prepare for a job interview at Savills Management Resources

Showcase Your Customer Service Skills

As a Resident Services Manager, delivering exceptional customer service is key. Be prepared to share specific examples of how you've successfully handled resident complaints or improved resident engagement in previous roles.

Demonstrate Your Property Management Knowledge

Familiarize yourself with property management best practices and be ready to discuss your experience with maintenance operations, health and safety compliance, and managing third-party contractors. This will show that you understand the responsibilities of the role.

Highlight Your Leadership Abilities

Since this position involves managing a team, emphasize your leadership skills. Share instances where you've led a team effectively, managed conflicts, or facilitated training sessions to improve team performance.

Prepare for Scenario-Based Questions

Expect scenario-based questions that assess your problem-solving abilities. Think about potential challenges you might face as an RSM and how you would address them, particularly in terms of resident relations and operational management.

Resident Services Manager - Pomona Wharf
Savills Management Resources
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