Resident Services Manager - London

PMR are seeking an experienced Resident Services Manager to be responsible for the day to day running of two Build to Rent schemes and their on-site teams, ensuring that the highest standards are customer service are always met. Ensuring the building, systems and equipment are kept in a safe working condition and maintained to the highest standard.

Key Responsibilities:

• Responsible for ensuring that all daily, weekly and monthly PPM checks are undertaken and recorded accordingly
• Responsible for all general Health & Safety on site
• Acting as Accountable Person and Responsible Person in Fire and Building Safety matters
• Attend Health & Safety Committee meetings on a quarterly basis
• On-call out of hours for emergencies only
• Have a thorough knowledge and understanding of the building including electrical, plumbing, plant, security, health and safety systems and equipment
• Conduct routine inspections of premises and equipment
• Manage contractors on site, inducting where necessary
• Responsible for responding to reactive maintenance reports from residents
• Oversee check-out maintenance on apartments including decoration, end of tenancy checks, and moving/repairing furniture and corresponding administration requirements as needed
• Understand and manage the operating budget for the building
• Support finance function in preparation of annual budgets and the ongoing monitoring of spend throughout the year.
• Promote positive environment and involve Resident Teams in the business goals including focus on prioritising excellent resident service standards
• Resident communications - proactive updates, dealing with complaints, working alongside
• Co-ordinate with the Marketing team regarding Resident Events
• Ensure apartments are ready for occupation and are delivered to the customer at a high level of both physical standard and ensuring a thorough induction is carried out
• Ensuring that all paperwork in relation to customers is complete, up to date and stored appropriately.
• Follow and embody Data Protection principles in relation to all company, staff and resident data.
• Responsible for team rotas, managing annual leave and other absences to ensure smooth running of the building
• Manage the recruitment process for the site as necessary
• Line management of Resident Services Supervisor, Resident Services Assistants and Maintenance Technicians
• Carrying out annual and periodic reviews for the team, ensuring a focus on training opportunities and goal setting
• Be a positive leader for the site team, including ongoing continuous coaching, ensuring optimism and morale is maintained in what can sometimes be a challenging environment

Knowledge, Skills & Experience:

• At least two years' experience in a similar customer facing/building management role
• Working knowledge of the Build to Rent sector
• Good working knowledge of building plant and machinery and the management of such
• Experience with building key relationships with contractors and customers alike
• An understanding of why policy and procedure is vital to good customer service
• Experience of leading a team
• Have an organised approach to working, ensuring importance and urgency is considered for all work processes
• An open, friendly and approachable demeanour
• A can-do, problem solving, goal focused mindset
• Be able to think strategically to ensure the smooth running of the building

Working Hours: Mon - Fri 9.00am - 5.30pm (plus on-call out of hours).