Resident Services Manager

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The role is responsible for delivering the business promise by driving an excellent resident living experience that is positive and effortless. Working with the team, the Resident Manager ensures neighbourhoods are optimally occupied and properties are prepared to a high standard for viewing.

Key Relationships:

Internal : Resident Managers, wider EV team, business support functions

External : Residents, prospective customers, property management companies, third party suppliers

Key Responsibilities & Accountabilities

Primary customer facing representative of business for all current and prospective residents.

Ensure current and prospective residents enjoy an exemplary experience from first enquiry to move-in and on to an enduring and sustained residency experience thereafter.

Look for ways to do things better, change and explore opportunities to raise expectations and standards.

Drive customer/resident satisfaction across all platforms (Zendesk/Google/Homeviews).

Meet set budgeted targets for occupancy, revenue and Net Promoter Scores.

Manage the resident contracting process, ensuring compliance with all standards, legislation and processes, controls and policies.

Manage applicant checks, including referencing, ensuring that applicants are correctly screened and commercial risk managed.

Undertake inspections of both occupied and vacant properties to ensure apartments are maintained at the required standard, reporting breaches or maintenance issues.

Move out process including deposit release.

Accurately report and record all activity in line with business controls, processes and policies.

Ensure % accuracy of data recording in Yardi.

Attend events and other resident experiences.

Qualifications & Experience:

Medium to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe

ARLA or equivalent property qualification where possible

Excellent interpersonal and communication skills, both written and oral

Ability to engage and be confident in dealing with a variety of people at all levels – residents, management, external providers

Self-motivated / proactive

Adaptable and resilient, able to handle pressure and peak periods

Excellent attention to detail and organised approach to prioritising tasks

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