Resident Services Manager - Pomona Wharf

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)