Community & Operations Manager The Palm House, Harrow - London Co-living

27 days annual leave (plus your birthday off!)

About Folk

Folk is a new co-living brand with big ambitions to transform the way people rent in cities. We create homes that offer opportunities to connect with others, architect-designed spaces, next-level convenience, and a genuine positive environmental and social impact. It’s a more stress-free, sociable and sustainable way of renting. Join us at the start of our journey and help us shape the future of city living.

The role

We’re looking for a personable and organised Community & Operations Manager in our newly opened co-living community, The Palm House, in Harrow, North West London (only 15 minutes from London Euston). You will be responsible for the day-to-day operational management, acting as the face of the development for the residents, managing the team and enhancing the overall resident experience. Ensuring the smooth running of the building and that all the resident services are carried out to a high standard and are delivered timely is essential in this role.

As one of our first team members, you’ll have the unique chance to shape the experience, build the brand and make renting better. There is no template or playbook to help us get there, so we’re looking for people that get excited by a new challenge.

What you’ll do

• If you love delivering exceptional customer service, are a people person and are passionate about leading a team to deliver outstanding operational performance and customer satisfaction, then this is the role for you.

Below are your key responsibility areas:

• Property Management: To ensure our customers and their properties are cared for and maintained to the highest possible standards, in line with budgets, service level agreements and regulatory requirements.
• Supporting the General Manager to implement all building processes that deliver an effective operation on site, an excellent customer experience and align with Folk’s operational standards and comply with key regulations, including RICs, ARMA-Q and H&S.
• To deliver all aspects of the Property Management Schedule (PMS), ensuring that all objectives are met.
• To ensure that the buildings are properly resourced and serviced at all times, with any absences catered for in a cost-effective manner.
• To carry out monthly compliance inspections ensuring KPIs are achieved.
• To fully support the onsite team members, ensuring they are properly briefed with operational information.
• To ensure works and all services are delivered against budget, managing purchase orders, invoices, contracts and any associated financial administration.
• Contribute to weekly, monthly and quarterly client reporting on lettings performance and operational budget management.

• Resident Engagement: To act as the face for the development, supporting the team in engaging with residents to ensure that the highest levels of customer care and service are maintained at all times.
• To implement and fully support an engagement strategy that includes resident communication and events as well as feedback and satisfaction levels.

• Health and Safety: To ensure Health and Safety policies and procedures are being properly implemented and a safe environment is provided for residents and staff and keep systems up to date.
• To help oversee the delivery of all annual testing and training for our people to ensure total compliance, maintaining robust records.

• People Management: To act as a role model for the values and key behaviours across the organisation.
• To promote peak performance through proper objective setting, one to one’s, personal development, team meetings and performance reviews.
• To ensure all policies and processes are adhered to and regulations respected, with accurate and timely work delivered by you and members of your team.
• To oversee contractors and manage disputes on works, customer complaints and resolve any service issues with third parties, in line with escalation procedures.
• To assist with the recruitment, training and developing of talent.

The ideal candidate will have:

• At least 3 years’ experience within the property management arena, preferably residential property.
• Significant experience of delivering excellent customer service and effective supplier management.
• A good understanding of co-living and its benefits.
• A people person and strong ability to build a rapport instantly.
• Excellent team management and communication skills.
• Strong drive to achieve targets and objectives.

What we offer:

• A basic annual salary of up to £47,000.
• A role where no two days will be the same.
• The opportunity to shape an exciting, fast-growing brand.
• Fantastic benefits such as enhanced family leave policies, cycle to work scheme, season ticket loan, enhanced sick pay, study support and much more.
• We also offer enhanced annual leave including your birthday day off and a day off when you buy your house - we believe that you deserve to celebrate special moments with your loved ones.

If you think you’re right for the role of Community & Operations Manager then apply now. We’re an equal opportunity employer, and invite applicants to contact us to identify any additional support they might need during the recruitment process.