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- Tasks: Manage resident services, ensuring satisfaction and a vibrant community atmosphere.
- Company: Join Deverell Smith Recruitment Ltd, a leader in enhancing living experiences.
- Benefits: Enjoy a dynamic work environment with opportunities for personal growth and development.
- Why this job: Be the heartbeat of a community, creating memorable experiences for residents.
- Qualifications: Experience in customer service and management is essential; passion for community engagement is a plus.
- Other info: This role requires an EU work permit and offers a chance to make a real impact.
The predicted salary is between 36000 - 60000 £ per year.
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Resident Services Manager (West London), London
Client: Deverell Smith Recruitment Ltd
Location: London, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: d58f568337bb
Job Views: 4
Posted: 16.02.2025
Expiry Date: 02.04.2025
Job Description:
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 inspections 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 resident 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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Resident Services Manager (West London), London employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Services Manager (West London), London
✨Tip Number 1
Familiarize yourself with the local community and amenities in West London. Understanding the area will help you connect with residents and enhance their living experience, which is a key aspect of the Resident Services Manager role.
✨Tip Number 2
Showcase your experience in managing resident services by preparing examples of how you've successfully handled resident queries and complaints in the past. This will demonstrate your ability to meet or exceed resident expectations.
✨Tip Number 3
Highlight your leadership skills by discussing any previous experience in training and developing team members. The role requires fostering a positive team culture, so be ready to share how you've contributed to team growth.
✨Tip Number 4
Prepare to discuss your strategies for maintaining high standards of building presentation and resident satisfaction. Being able to articulate your approach to creating a welcoming environment will set you apart as a candidate.
We think you need these skills to ace Resident Services Manager (West London), London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in resident services management. Focus on your achievements in building presentation, maintenance coordination, and customer service delivery.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for enhancing resident experiences. Mention specific examples of how you've successfully managed resident queries and complaints in the past.
Showcase Leadership Skills: Emphasize your leadership abilities in your application. Discuss any experience you have in training and developing teams, as well as how you foster a positive team culture.
Highlight Communication Skills: Since effective communication is key in this role, provide examples of how you've successfully communicated with residents and resolved issues. This will demonstrate your ability to manage resident expectations.
How to prepare for a job interview at TN United Kingdom
✨Showcase Your Resident-Centric Approach
During the interview, emphasize your commitment to enhancing the resident experience. Share specific examples of how you've successfully managed resident services in the past, focusing on building presentation and resident satisfaction.
✨Demonstrate Strong Communication Skills
As a Resident Services Manager, effective communication is key. Be prepared to discuss how you handle resident queries and complaints, ensuring you highlight your ability to listen actively and resolve issues promptly.
✨Highlight Your Leadership Experience
Discuss your experience in training and developing teams. Provide examples of how you've fostered a positive team culture and led by example, as this will be crucial for managing Resident Services Associates and Hosts.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-life scenarios. Think about situations where you've had to manage maintenance issues or organize resident events, and be ready to explain your thought process and outcomes.
