Assistant Residential Manager - Marylebone, London

Department: Property Management

Sub-Department: Residential Management

Reports to: Senior Residential Manager

Location: Marylebone, London

About the role: The Residential Management department delivers a property management service to a portfolio of long and short-term rental properties owned by the Howard de Walden Estate, varying in size from studio flats to large period townhouses. The department delivers a service that is in accordance with the current legislation, the RICS Code of Practice, and the standard operating procedures of the company. This role will support each portfolio’s Residential Manager and assist in the day-to-day management alongside the annual and quarterly Company requirements. The role will also obtain the knowledge and experience to support the Commercial Management department when required.

What you will do:

• Move-Ins & Move-Outs

• Manage the Move (HTM) Portal Management: Input all move-in and move-out details into the HTM system, ensuring accurate contact details and meter readings for Change of Tenancy (COT) processes.
• Council Tax: Liaise with Westminster Council and HDWE internal accounts team to manage and reconcile period council tax bills and associated approvals for Council Tax invoices.
• Welcome Packs: Prepare and distribute Tenant Welcome Packs on behalf of Residential Property Managers (RPM’s); arrange meet & greet appointments in coordination with the RPM’s diary.
• Deposit Administration: Complete deposit memos for release following negotiations by RMs; unprotect deposits in the Tenancy Deposit Scheme (TDS) following approval.
• Case Management: Ensure Move-In and Move-Out Cases are created within D365 for core void related activities such as pre-tenancy cleans and fire alarm checks.

• Maintenance Line Handling: Answer calls on the maintenance line, pass on messages to RPMs, and raise works orders as required.
• Works Order Logging: Log and track basic works orders in response to RPM inspections of communal areas and escalate where necessary.
• Utilities: Liaise with relevant parties to ensure utility bills in Landlord name are actioned as required.
• Data Entry: Input key data into D365, including reasons for tenant departures and tracking upcoming move-outs to ensure required steps are taken in advance.
• Post Management: Assist RPMs with handling returned mail ("RTS") and ensure relevant correspondence is redirected to current occupiers where appropriate.
• Site Visits: Where required, accompany RPM to site visits for exposure to Residential portfolio and building knowledge experience.
• Lock-Out & Out of Hours (OOHs): To handle management of Lock-Out database, for when tenants lock themselves out of their properties and raise associated charges to the Tenancy Ledger, liaising with the Finance Department.
• Access Assistance: When required, assist tenants or contractors with access into the residential units, ensuring compliance with the HDWE Key Management System.

• HSFRA Task Assignment: Assist RPMs with assigning Health, Safety, and Fire Risk Assessment (HSFRA) actions to the appropriate internal department, for efficient resolution.
• EPCs: Monitor upcoming EPC expiries and co-ordinate with RPM and assessor for instruction and attendance. Associated uploading of documentation and record logging.

What you will need:

• One to two years’ experience in the residential property industry.
• Excellent communicator – clear and professional approach to all residents, colleagues and contractors.
• Customer Service – a strong focus on occupier satisfaction and empathy alongside problem solving when addressing their concerns.
• Organisation and time management – able to meet deadlines, manage schedules and prioritise workloads.
• Great team player supporting the Residential Property Management department.
• Ability to deal with issues arising on a daily basis.
• Proficiency in Microsoft Office and the ability to pick up new systems.
• Knowledge of property operations and legislation and compliance that impacts housing, Renters Rights Act, Selective Licensing and health and safety obligations implications for a landlord.
• Financial awareness – assisting with occupier arrears, annual and five year.

What we offer you:

• 25 days holiday per year, plus statutory holidays and 3 discretionary days to cover the Christmas office closure.
• Private medical insurance with Bupa.
• Defined contribution pension scheme with 12.5% employer contributions.
• Discretionary bonus.
• Life assurance at 7x salary.
• Group income protection scheme.
• Interest free season ticket loan.
• Employee Assistance Programme (EAP) and wellbeing app.
• Cycle to work scheme.
• Onsite gym with 7 weekly classes and 2 Wattbikes.
• Regular staff socials and an annual company away day.
• Free fruit and breakfast cereals.
• Enhanced maternity, paternity and shared parental leave policies (12-month qualifying period).
• Hybrid working arrangements - minimum of 155 days in the office per year with minimum of 2 days (not fixed) per week in the office.