Resident Manager (New Maker Yards - Manchester)

This role is full-time, on-site (40 hours per week) at our New Maker Yards neighbourhood in Manchester. You must be available to work five days (Mondays to Saturdays, including Bank Holidays) on a rota-basis.

Overall Purpose

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

Key Responsibilities & Accountabilities

• Primary customer facing representative 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.
• Create an environment that enables the General Manager of New Maker Yards’ to lead and define the overall resident proposition and deliver commercial performance.
• Look for ways to do things better, change and explore opportunities to raise expectations and standards.
• Drive customer and resident satisfaction across all platforms (Zendesk/Google/HomeViews/Hubspot).
• 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.
• 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 In and Out process including deposit register / release via the TDS Custodial scheme.
• Own the maintenance process, overseeing all maintenance requests with in-house maintenance team and external contractors.
• Ensure properties are ready for move-in and all required administration has been fully completed.
• Dress and present show apartments.
• Plan and undertake resident inductions, providing a fantastic move-in experience for our residents.
• 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.
• Manage Utility Bills for void units and updating utility companies with incoming and outgoing tenancies.
• Handle incoming queries and provide excellent on-going support and aftercare to our residents.
• Assist team members with ad hoc tasks where required.

Key Relationships

• Internal: Resident Management team, Leasing team, business support functions
• External: Residents, prospective customers, property management company, third party suppliers and contractors

Qualifications & Experience

• Previous property management experience in the residential property sector
• Proven track record of outstanding customer service experience in lettings / property management
• ARLA or equivalent property qualification (desirable)
• 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
• 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
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels, including residents, senior management, external providers
• Self-motivated / proactive

Get Living 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.