Senior Property Manager in Surrey, Walton-on-Thames

We are seeking a driven Senior Property Manager for the high-end 179 unit Build-to-Rent (BTR) in Walton-on-Thames. You will be responsible for all aspects of daily operations, including managing the physical buildings, ensuring that all obligations under health and safety, risk and compliance are met, overseeing on-site staff, and maintaining the properties’ market reputation. The successful candidate will demonstrate exceptional customer service, fine attention to detail, operational expertise, and strong leadership skills. Additionally, you will play a key role in supporting the Senior Management Team. This role is crucial in meeting both company and investor objectives.

Key Responsibilities:

• Operational Management: Manage a high-end BTR property, ensuring it is a safe environment for residents, visitors and the staff team, smooth daily operations, conducting regular inspections to maintain high standards and meeting residents’ needs.
• Team and Contractor Management: Supervise on-site property teams, manage external contractors, and coordinate routine and emergency repairs to maintain high property standards.
• Operations and Utilities: Oversee the smooth functioning of utilities, services, and common areas across the properties, and manage overall operational efficiency.
• Strategic Planning and Reporting: Lead market operations, implement business strategies, ensure timely project delivery, document progress, and keep stakeholders informed.
• Operational Administration: Ensure adherence to company’s processes and handle general administrative and KPI responsibilities.

Leadership:

• Planning and Efficiency: Lead strategic planning for the property, drive high standards, and implement initiatives to improve property management efficiency.
• Team Management and Development: Assist in recruiting, inducting, and developing teams in alignment with company values and policies; inspire team members to meet high service and operational standards; provide on-site leadership and conduct performance evaluations.

Safety & Compliance:

• Safety Certification: Work closely with the Facilities Manager as well as the Head of Facilities and Health & Safety to ensure safety is maintained at all times in line with statutory regulations and best practice.
• Reporting and Liaison: Compile compliance reports following property visits and maintain routine correspondence with the facilities manager, residents, third parties, and external valuers.
• Legal Awareness: Stay current with property-related laws and ensure all properties meet local and national compliance standards.

Strategy & Planning:

• Revenue and Cost Management: Seek opportunities to increase revenue for the property and implement cost-saving strategies for maintenance and utilities.
• Value Enhancement: Develop long-term plans for enhancing property value and provide forward-thinking advisory on property investments and management.
• Planning and Documentation: Drive planning strategy and manage site changes with councils and local authorities, including owning and maintaining all relevant documentation and planning applications.

Customer Service:

• Resident Service: Provide best-in-class advisory and forward-thinking service to residents, ensuring high satisfaction levels.
• Issue Resolution: Resolve resident issues and handle complaints promptly and effectively, promoting resident satisfaction and retention.
• Query Management: Respond to queries and complaints in a timely manner, taking appropriate action to address and resolve service issues.
• Resident Relations & Community Building: Organise and oversee resident engagement initiatives and community events; develop programs to foster a sense of community within the building; resolve resident issues quickly and effectively to ensure a positive living experience.

Financial Management:

• Budget and Financial Oversight: Managing the budget for the property and reserve funds for long-term maintenance.
• Income and Expenditure Monitoring: Work collaboratively with the finance/accounts team to monitor income and expenditure, ensuring profitability and compliance with the budget, property taxes, and insurance requirements.

Technology & Systems:

• System Oversight: Oversee the use of property management software systems.
• Data Management: Ensure data accuracy and security within digital property systems.
• Staff Training: Assist in training staff on new technologies and tools to enhance operational efficiency.

ESG / Sustainability: Assist the company in achieving its sustainability goals by implementing ESG strategies and initiatives.

Targets and KPIs: Work diligently to meet specified targets and Key Performance Indicators (KPIs) set by the management team.

Requirements:

• Qualifications: Bachelor’s degree in real estate, business administration, or a related field (desired); Professional certifications (desired) such as: a) Member of the Royal Institution of Chartered Surveyors (MRICS); b) Member of The Property Institute (MTPI).
• Experience: Proven track record in property management, ideally within the BTR or residential property sector, with a minimum of 5 years of experience, including at least 2-3 years in a senior or leadership role (essential); Strong track record of maintaining high resident satisfaction and resolving disputes efficiently (essential); Experience leading property management teams, contractors, or vendors (essential).
• Skills: Proven ability to lead teams and manage external contractors (essential); Excellent organisational and time management skills (essential); Excellent communication skills (essential); Strong problem-solving abilities (essential); Familiarity with local building regulations, health and safety laws, and property licensing (essential); Understanding of financial statements, cash flow management, and budgeting (essential).
• Personal Qualities: Attention to detail (essential); Proactive and initiative-driven (desired); Flexibility (desired); Positive, 'can-do' attitude (essential).

Remuneration / Bonuses / Benefits: Base salary: £50k - £55k; Bonus: Discretionary Bonus Scheme; Benefits: 25 days annual leave (excl. Bank Holiday); Private health insurance; Nest Pension Scheme; Cycle to Work Scheme; Company Sick Pay.

Working Hours: You will work on a rota which covers Monday – Saturday with some evening attendance required.

Location: This position is required to work on site, in South London.

Equal Opportunities Statement: We are an Equal Opportunities Employer, committed to creating an inclusive, diverse, and equitable workplace. We provide equal opportunities for everyone and offer reasonable adjustments to ensure all candidates have a fair chance during the recruitment process.