Resident Services Manager

ila is looking to hire a Resident Services Supervisor for Swan Street House, a new BTR scheme in Manchester consisting of 385 residential apartments. The Resident Services Supervisor will assist in driving the performance of the site through collaborating with the on-site team to achieve the same goals, whilst delivering an industry leading resident experience. The Resident Services Supervisor will work alongside the team to ensure that KPI's are achieved to include, lettings, minimising rental debt, robust health and safety management, and positive resident reviews, whilst maintaining the highest of standards on site. We are looking for an individual who will take ownership of all KPI's and do so with a can-do attitude and a people first approach to the role. This individual will oversee the running of the day-to-day activity of the reception team. This role will report directly into the Community Manager and will collaborate with other teams across the UK. The working hours for this role will be between the hours of 8am until 8pm (on a rota basis). ila are looking to build their team with individuals who are excited to grow alongside them. Employees are encouraged to have an identity within their team and utilise their assets/skills to fulfil their day-to-day roles.

Customer Service

• Be the face of Swan Street House, provide outstanding customer service to residents and visitors.
• Be the first point of contact for any customer issues/complaints that are raised.
• Manage and respond to general enquiries via phone, email and other channels promptly and professionally
• Undertake viewings with potential residents, providing them with the up-to-date information relevant to their query.
• Assist with resident engagement strategies to ensure a strong resident community is built and maintained. Promote and encourage a neighbourly and community atmosphere.
• Assist with resident communications through multiple channels.
• Ensure resident issues and service requests are addressed and dealt with quickly, efficiently, and professionally and escalated if appropriate.
• Achieve positive resident reviews on various online platforms to include but not limited to home views and Google. Respond to feedback and reviews as necessary.
• Receiving and processing payments, monitoring and chasing rent arrears as per company procedures.
• Provide information and recommendations for the local area and promote our neighbourhood
• Ensure all reporting is completed and up to date.
• Take ownership of the reception/communal areas and ensure they are kept clean, tidy, and well-presented at all times

Marketing, Social Media, Events & Community Presence

• Post frequently on social media platforms ensuring content is aligned to the brand manifesto.
• Drive the highest rates of retention and community engagement.
• Support the overall marketing/leasing efforts and off er input and suggestions regarding promotions, advertisements, and pricing.
• Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.
• Assist with planning and hosting networking events to create and forge new relationships within the community.
• Promote events/give-aways to residents to ensure they are deemed successful.

Site Management, Health & Safety

• Communicate well with colleagues to ensure you work together as a team and take an enterprising approach to the role.
• Ensure planned rota is in place to cover all hours sufficiently around annual leave, site visits and support with absence cover when necessary.
• Support with contractor management and the Swan Street House diary - scheduled viewings, contractor visits, keys needed etc.
• Ensure on site visits are managed as per company procedure and align with H&S regulations. To be responsible for all deliveries to main reception, by receiving, safekeeping and issuing of all parcels/registered mail in line with the company procedure.
• Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency, and reporting any concerns.
• Support with the completion of compliance testing and recording in line with the company H&S policies and procedures.
• Carry out specific daily/weekly tasks as agreed with the Community Manager.
• Assist with turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.

About You

The ideal candidate will have:

• Minimum: Educated to NVQ level 3 and/or GCSE level 9 - 5 standard or equivalent. Ideally with 'A' level(s) or equivalent
• Experience in a similar role in either BTR or PBSA
• Experience of working to KPIs
• Basic understanding of residential AST leases and the landlord and resident relationship.
• Good health and safety and facilities management knowledge.
• Excellent English language skills - both written and spoken.
• IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.
• Up to date knowledge of English statutory letting requirements.
• Administration of Section 21 Notices
• Financial knowledge including credit and cost control.
• Business development / sales and/or facilities experience would be desirable.