Resident Services Manager (West London)

Job Overview:

We are seeking a highly motivated and experienced Resident Services Manager to oversee and enhance the resident experience within our community. The ideal candidate will be responsible for various aspects of resident services, including building presentation, in-apartment maintenance, defect management, inventories, debt and deposit management, staff training, and overall resident satisfaction.

The Resident Services Manager will play a crucial role in creating a positive and vibrant living environment for our residents.

Key Responsibilities:

Building Presentation:

• Ensure the overall cleanliness of common areas, including lobbies, hallways, and amenities.
• Ensure all of the amenity spaces are warm, clutter-free, and welcoming, with background music on at all times, always ready for our residents to work from or entertain their guests.
• Collaborate seamlessly with the maintenance staff to promptly address any issues related to the building’s presentation.
• Carry out regular travel paths throughout the day to monitor and deal with or raise any matters immediately.

In-Apartment Maintenance and Defects Management:

• Oversee and coordinate in-apartment maintenance and repairs efficiently.
• Implement and manage a comprehensive defects and maintenance management system to address resident concerns promptly.
• Ensure a well-organised schedule for contractors and the internal Facilities Management team to attend repairs promptly.
• Lead effective communication with residents to keep them informed about ongoing repair works, scheduled preventive maintenance, or any other access requirements.

Inventories on Move-In and Move-Out:

• Conduct thorough photograph & written inventories during resident move-ins and move-outs using in-house software systems.
• Document discrepancies in our systems and communicate these to residents for transparent billing and deposit management.
• Carry out interim inspections at 3 months for all tenancies to report on condition and flag any matters.
• Maintain an up-to-date inventory system, assigning any outstanding actions to team members.
• Carry out pre-vacation inspection and manage the refurbishment program to ensure apartment turnaround targets are met.
• Ensure vacant apartments are always move-in ready for new residents.

Debt Management:

• Manage resident accounts and address outstanding debts in a timely manner.
• Ensure robust residents communication practices are implemented regarding rental and utility payments in line with the standard debt management practices.
• Keep resident account information updated and notify relevant departments when necessary.

Deposit Management:

• Oversee the proper handling of resident deposits, ensuring compliance with relevant regulations.
• Facilitate the return of deposits in accordance with established policies and procedures.
• Clearly communicate deductions from deposits to residents, seeking agreement where possible before submission to the deposit scheme.

Training and Development:

• Develop and conduct training programs for Resident Services Associates and Resident Hosts.
• Foster a culture of continuous learning and development within the team.
• Always lead by example, dedicating time to personally engage with the team to enhance their skills.

Line Management:

• Provide leadership and direction to Resident Services Associates and Resident Hosts.
• Conduct regular performance reviews, offer constructive feedback, and support career development.
• Foster a positive and collaborative team culture, promoting growth and development.

Managing Resident Queries and Complaints:

• Act as the primary escalation point of contact for resident queries and complaints.
• Address concerns promptly and ensure resolutions that meet or exceed resident expectations.
• Listen to residents’ feedback to drive positive change and improvements.
• Maintain a comprehensive log of all concerns and complaints for reporting purposes.

Lead Resident Experience and Events On-Site:

• Plan, organise, and lead resident events to enhance community engagement.
• Foster a positive and inclusive community atmosphere through various on-site activities.
• Collaborate with the local business community to create exceptional events tailored to our residents.

Customer Service Delivery:

• Set a standard of excellence and foster a customer-focused culture within the team to elevate overall service quality.
• Demonstrate adaptive leadership by stepping in to cover reception duties when necessary, showcasing a hands-on approach to service delivery.
• Strategically plan the rotation of team members to ensure that the reception is consistently operational within the prescribed operating hours of the development.
• Maintain a contingency plan to cover any unexpected absences due to sickness or annual leave, ensuring seamless service continuity.
• Make yourself available out of hours to address emergencies, showcasing a commitment to uninterrupted service delivery.
• Ensure all communication channels remain open, ensuring accessibility and responsiveness, including for Out of Hours services.
• Provide personalised assistance to residents, understanding and addressing their unique needs.
• Lead on customer satisfaction projects across the development, such as reviews, satisfaction surveys, NPS surveys, and others.

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