Resident Manager (Summer FTC / Tuesdays to Saturdays) - East Village, Stratford in London

This is a summer fixed-term contract (June - September). You must be available to work five days per week on-site at 40 hours per week (Tuesdays to Saturdays / between the hours of 9am - 7pm on a rota-basis).

Overall Purpose
Responsible for delivering the Get Living promise by driving an excellent resident living experience that is positive and effortless. Working with the team, the Resident Manager ensures that the neighbourhood is optimally occupied and properties are prepared to a high standard for viewing. Supporting resident service during the move in and move out process.

Working Hours / Pattern
40 hours per week (Tuesdays to Saturdays). Shifts between the hours of 9am – 7pm on a rota basis.

Key Responsibilities & Accountabilities

• Communicate confidently with prospective tenants, current residents, all visitors, colleagues, couriers and contractors.
• 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 (Google/HubSpot/Resonate).
• Meet set budgeted targets for occupancy, pricing, revenue and Net Promoter Scores.
• Complete Inventory check in and check out reports on homes using Inventory Base.
• Complete move out meetings and move in home inductions.
• Undertake inspections of both occupied and vacant properties to ensure apartments are maintained at the required standard, reporting breaches or maintenance issues.
• Manage the Move out process including deposit release via the TDS Custodial scheme and Reposit.
• Accurately report and record all activity in line with Get Living controls, processes and policies.
• Ensure 100% accuracy of data recording in Yardi.
• Attend and participate in the planning of events and other resident experiences.
• Support the ongoing function of the office and availability to residents by manning phones, lobby spaces, parcels and adopting different Resident Manager roles if required due to holiday cover.
• Assist team members with ad hoc tasks where required.
• Manage Utility Bills for void units and updating utility companies with incoming and outgoing tenancies.
• Oversee Parcel/Postal delivery services and collection and ensure compliance with the process and usage.

Key Relationships

• Internal: Resident Manager, wider Get Living team, business support functions.
• External: Residents, prospective customers, property management companies, third party suppliers.

Qualifications & Experience
Proven track record of outstanding customer service experience in lettings / property management. Intermediate to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe / Hubspot.

Key Skills & Competencies

• Proven track record of outstanding customer service skills.
• Experience of viewings and leasing up desirable.
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels, including prospective clients, residents, senior management, external providers.
• Problem solver, solutions driven.
• Adaptable and resilient, able to handle pressure and peak periods.
• Excellent attention to detail and organised approach to prioritising tasks.
• Excellent written and verbal communication skills.
• Self-motivated / proactive.

Get Living Values
Actively champion our company values:
Respect Helps build trust and stronger relationships.
Integrity Acting with honesty and accountability.
Togetherness Strengthens teamwork and helps us face challenges side by side.
Excellence Inspires us to push boundaries and deliver outstanding results.
Innovation Be adaptable to evolve in a changing world.

Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company.

Get Living Commitment Diversity & Inclusion
We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Health and Safety
Get Living is responsible for providing a safe and healthy environment for all employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio. We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of our Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce. We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit.

ESG
Get Living is committed to leading and promoting ESG initiatives as well as identifying ways to improve sustainability goals.