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- Tasks: Lead and manage resident operations, ensuring excellent service and team performance.
- Company: Join a leading Build to Rent company making waves in Newcastle.
- Benefits: Competitive salary, potential for growth, and a vibrant work culture.
- Why this job: Make a real impact on residents' lives while developing your leadership skills.
- Qualifications: A-Levels or equivalent; management experience in property or hospitality preferred.
- Other info: Refer a friend and earn £300 in vouchers if they get hired!
The predicted salary is between 36000 - 37000 £ per year.
Collins Property Recruitment is excited to be partnering with a true leader in the field of Build to Rent. We are seeking a Resident Services Manager to be based within the Newcastle cluster.
Overview:
- Location: Newcastle
- Salary: £36,000 - £37,000
As a Resident Services Manager you will:
- Be responsible for leading, managing, and delivering the onsite resident operations. Responsibility includes the financial, operational, and service performance of their community.
- Help lead and develop the on-site team to excel in the delivery of the companies services.
- Manage and co-ordinate the RST and reception service, ensuring the provision of an excellent front-line service to residents via the telephone, in writing and in person.
- Keep abreast of good practice and establish new ways of providing services to customers.
- Set, review customer feedback and monitor service standards, to enhance and improve the onsite service offering.
- Be available for residents to share feedback and discuss any matters of concern.
- Ensure the RST deliver the resident move in and move out process seamlessly, and all related streams are complete within the set time frame.
- Support the General Manager with the leadership of the onsite service teams.
- Create resident engagement plans, using feedback from the annual Net Prompter Score (NPS) and touchpoint survey.
- Effectively manage customer complaints, resolving complaints, problems, and requests from customers.
- Analyse statistics and/or other data to determine the level of customer service the RST are delivering.
- Work with the Lettings team to optimise rental performance.
Skills & Experience Required:
- Educated to minimum A-Level standard or equivalent is desirable.
- Complete IRPM Level 2 or above would be an advantage.
- Previous management and leadership experience in residential property or hotel is essential.
- Good technical knowledge and previous experience of residential property repair and construction would be an advantage.
- Intermediate level ability in Microsoft office packages, including MS Excel, Word and Outlook.
- Knowledge of Landlord and Tenants Act and Housing / Rents Acts Legislation.
- Positive attitude and ability to work with little supervision.
- Customer, student, and hospitality management experience is preferred but not essential.
- Possess the ability to compile accurate reports, competent in presenting data and performance against KPIs.
If you’re interested in the Resident Services Manager position and you possess the required skill set, then apply now. Should you have any further questions contact Sammy Boyling at Collins Property Recruitment.
Should this role not be for you, but you would like to refer a friend or colleague to us, we’ll happily give you £300 worth of vouchers if we successfully place them!
Resident Services Manager employer: Collins Property Recruitment
Contact Detail:
Collins Property Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Services Manager
✨Tip Number 1
Familiarise yourself with the Build to Rent sector and the specific challenges it faces. Understanding the nuances of this industry will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network with professionals in the property management field, especially those who have experience in residential services. Attend industry events or join relevant online forums to connect with others and gain insights that could be beneficial for your application.
✨Tip Number 3
Prepare to discuss your previous management experiences in detail, particularly how you've handled customer complaints and improved service delivery. Be ready to provide specific examples that highlight your leadership skills and problem-solving abilities.
✨Tip Number 4
Research the company’s values and recent initiatives related to resident engagement. Being able to align your personal values with theirs and suggesting innovative ideas for enhancing resident services can set you apart from other candidates.
We think you need these skills to ace Resident Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in residential property management or hospitality. Emphasise any leadership roles you've held and specific achievements that demonstrate your ability to manage operations effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for resident services and your understanding of the role. Mention how your skills align with the responsibilities outlined in the job description, particularly in managing teams and enhancing customer service.
Highlight Relevant Skills: In your application, focus on key skills such as customer service excellence, complaint resolution, and data analysis. Provide examples of how you've successfully implemented these skills in previous roles.
Showcase Your Knowledge: Demonstrate your understanding of relevant legislation, such as the Landlord and Tenants Act, in your application. This shows that you are well-informed and prepared for the responsibilities of the Resident Services Manager position.
How to prepare for a job interview at Collins Property Recruitment
✨Showcase Your Leadership Skills
As a Resident Services Manager, you'll be leading a team. Be prepared to discuss your previous management experiences and how you've successfully led teams in the past. Use specific examples to illustrate your leadership style and how it aligns with the company's values.
✨Demonstrate Customer Service Excellence
This role heavily focuses on resident satisfaction. Be ready to share instances where you've gone above and beyond to resolve customer complaints or enhance service delivery. Highlight your understanding of customer feedback mechanisms like NPS and how you've used them to improve services.
✨Familiarise Yourself with Relevant Legislation
Knowledge of the Landlord and Tenants Act and Housing/Rents Acts is crucial. Brush up on these laws before your interview and be prepared to discuss how they impact your role. This will show your commitment to compliance and best practices in property management.
✨Prepare for Data-Driven Discussions
The role involves analysing statistics and performance data. Be ready to talk about your experience with data analysis, particularly in relation to KPIs. You might want to bring examples of reports you've compiled or how you've used data to drive improvements in service delivery.
