Community Manager in Birmingham

ROLE OVERVIEW

Role: Community Manager

Property: Cortland Broad Street

# Of Units: 440 Units

Amenities: Resident Lounge, Workspaces, Gym, Courtyard, Sky Lounge

COMPANY OVERVIEW

Cortland was founded in 2005 with a focus on multifamily development in Atlanta. Since then, Cortland has become a global, integrated build to rent investment, development, and management firm focused on delivering resident-centric, hospitality-driven apartment living experiences. Cortland's award-winning operational platform in the US not only lends a wealth of resources but also provides an innovative and market-leading approach to transforming the build-to-rent sector in the UK. Our development strategy targets primarily the London commuter-belt areas, as well as key regional cities including Manchester, Birmingham, and Leeds. We select larger residential schemes enhancing the resident experience through modern amenities and finishes. We currently have three operational developments: Cortland Cassiobury in Watford, Cortland at Colliers Yard in Manchester, and Cortland Broad Street in Birmingham. We work collaboratively with build-to-rent owners to third party manage apartment communities with a resident-first approach, delivering end-to-end services that provide market-leading results. Our full-service approach is grounded in the best standards of customer service and more than a decade of award-winning property management and development experience. We expect all staff to work sustainable hours and monitor wellbeing amongst their teams and colleagues.

ROLE PURPOSE

The Community Manager will be responsible for overseeing their respective Community teams within a particular locality. The purpose of which is to ensure that Residents' experience is best in class with regards to residential rental living.

ROLE ACCOUNTABILITIES

• Meeting or exceeding the financial key performance indicators as set out in the objectives for the role.
• Ensuring that through any action or inaction, Cortland is not exposed to legal prosecutions or sanctions or that their reputation is negatively compromised in any way.
• Ensuring that Cortland is fully compliant with any local legislation requirements, for example, local council licensing schemes.
• Ensuring that as the community lead, you are proactive in upcoming property management and rental sector legislation and take steps with your team and line manager to prepare for any required changes to ensure full compliance.
• Ensuring that the building is well maintained, compliant, and safe at all times for Residents, staff, visitors/guests, contractors, stakeholders, and any other third parties.
• Building relationships with local suppliers and stakeholders with similar values to Cortland, which are mutually beneficial and which represent good value for money.
• Preparing reports as required by the business for their Line Manager on key performance indicators.
• Ensuring all staff are fully trained to carry out their allocated tasks and that no staff undertake tasks for which they have not received the necessary training.
• Liaising with local communities and stakeholders to ensure that Cortland is seen as a positive influence and contributor to the local neighbourhood.
• Meeting or exceeding customer satisfaction targets.
• Ensuring Residents are dealt with in a respectful, fair, and transparent manner with the aim of exceeding their expectations.
• Working within the Company’s policies and procedures, governance framework, and standards, as detailed on the Company’s intranet.
• Attending regular meetings with other Cortland departments to share knowledge and best practices.
• For ensuring own continuing professional development.

ROLE RESPONSIBILITIES

• To hold weekly team meetings and daily team huddles to ensure responsibilities are allocated, milestones agreed, and there is efficient use of resources.
• To prepare the reporting pack submitted to the Line Manager, as well as adhering to any budgets and revenue targets that have been agreed.
• To report any issue which is or could potentially result in an insurance claim and to ensure that none of the terms of Cortland's various insurance policies are compromised in any way.
• To deal with any Resident issues that may arise and to lead the team to act in the same manner.
• To ensure that Residents receive exemplary levels of service from on-site staff and any third party. Complaints or expressions of dissatisfaction should be taken seriously, and Cortland's complaints processes should be followed at all times.
• To ensure PPM is consistently scheduled in accordance with compliance and warranty requirements and regularly checked.
• To lead and manage risk management inclusive of health and safety (working with the H&S and Compliance Manager), environment, and sustainability within the authority of the role.
• To ensure that events organised are safe and reflect the local area and the Residents, and which positively promote Cortland.
• To carry out regular staff appraisals and identify any training and development needs.
• From time to time to carry out any other activities as required by the business.

KEY RELATIONSHIPS

• Managing Director
• Central Support Centre Data Analyst
• H&S Manager
• Mobilisation and Procurement Manager
• Community Team
• Third party relationships

YOUR BUILDING BLOCKS OF SUCCESS

• Relevant experience at a similar level required.
• Strong interpersonal skills essential as this is a customer-facing role.
• IT literate - training will be provided on relevant systems.

Personal Attributes

• Analysis - Ability to compile, understand and interpret data.
• Health, Safety and Compliance - To have a genuine appreciation of the importance of Health, Safety and Compliance and to be confident in raising concerns to management when necessary.
• Communication - Needs to communicate with focus, simplicity, and clarity.
• Organisation - To have the skills to complete projects within budget and on time whilst prioritising those activities that create greatest value.
• Teamwork - Ability to motivate, make them mutually supportive and instil the desire to succeed.
• A positive mindset - Adaptable and receptive to change in a rapidly evolving environment.
• Flexibility - May be required to attend site in the event of emergencies outside of normal working hours, to be available by phone outside of hours as part of emergency escalation process.

Qualifications

• IOSH Certificate.
• Relevant TPI or ARLA Propertymark Qualification.

Performance Measures

• Health and Safety Audits.
• Financial Performance of Asset.
• Levels of customer satisfaction.

THE CORTLAND DIFFERENCE

At Cortland, we create, reimagine, and manage apartment communities for over 150,000 residents in the US and UK. Headquartered in Atlanta, GA, we have communities and regional offices all over the US and UK. We cover the apartment living experience from wall to wall - from concept to completion, including investment management, design, build, and operations - while remaining entirely focused on delivering resident-centric, hospitality-driven service. Our success is fuelled by our belief in a better life - where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people - possibilities that translate into exceptional living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.

Cortland is an equal opportunities employer.