Residence Manager

UPP has an exciting opportunity for a Residence Manager to join our team. You will be responsible for looking after a flagship iconic development of 192 privately rented/key worker apartments, in a thriving location in White City, London, W12. Our friendly, professional team are based on site and provide all the front of house, customer facing services and play an important role in supporting a thriving community of tenants within the building.

This will be on a fixed term contract until the 31st October 2025. A permanent, full-time position working 37.5 hours per week from 9.00am to 5.30pm Monday to Friday. The salary is c.£40k per annum.

The Residence Manager reports to the Residences Director and will provide the leadership and direction required to motivate and develop their team, ensuring the smooth, efficient operation of the services within a safe environment. Managing the day-to-day activities whilst ensuring a high level of customer service is always provided to residents. Importantly, this role will act as the 'face' of the development, and we are looking for someone with the personality, skills and attitude to match.

Role responsibilities include:

• Deliver all contractual and statutory obligations in a timely, cost effective and efficient manner through directly employed and subcontracted staff.
• Work in partnership with the letting agent to facilitate tenant viewings, manage tenant disputes and deposits return via Letting agents.
• Carry out regular building inspections to check policies and procedures are being properly implemented and areas for improvements are identified both procedurally and premises itself.
• Act as role model for personalised customer service and coach your team to do the same, bringing to life the link between colleague performance, consistently great standards and outstanding service.
• Manage the activities, training and welfare of your direct reports including all pay, contract and scheduling decisions, absence management and completion of training records.
• Carry out recruitment, induction, training needs analysis and performance appraisal of direct reports.
• Deliver Health & Safety compliance ensuring all systems, processes and policies are in place and monitored. In the event of any serious risk, take immediate action to reduce this risk and inform senior management.
• Ensure service delivery complies with all statutory requirements and established performance levels leading to outstanding service delivery.
• Manage the budget (profit and loss); approving and authorising expenditure to authorised levels following company procedures.
• Report as required on financial performance (income and expenditure), operational performance and service delivery performance.
• Proactively build relationships with all internal and external customers, monitoring performance and satisfaction levels. Listen and act on customer feedback promptly, ensuring regular updates are provided on any agreed actions.

We are looking for you to have excellent people skills with demonstrable experience of effectively managing multi-discipline teams within a hospitality, facilities management or residential environment. You will also have knowledge and understanding of financial management and reporting, health and safety legislation, statutory H&S testing, and experience of long-term planning and overseeing day to day operations.

This is a varied and challenging role which requires professionalism, excellent communication and organisational skills, decision making, flexibility, attention to detail and the ability to prioritise workloads and resources, in order to meet deadlines and provide a great customer experience.

In return, we are offering a fun and interesting environment to work in with a competitive salary and a great benefits package which includes 25 days holiday plus bank holidays, life insurance, pension, enhanced family leave, training, two paid volunteering days each year, travel season ticket loan, cycle to work scheme, store discounts, as well as discounts from a variety of top retailers, restaurants gyms and more.

We understand all disabilities, impairments and conditions are unique, so please advise us of any adjustments to support you through our recruitment process and help you to thrive at work.

Our core values of Innovation, Sustainability, Community, Partnership and Respect, are fundamental to our culture and summarise what is important to our business and our people. We are a team with energy, pace and passion; if that sounds like you, apply today.