Assistant Manager

Greystar Worldwide, LLC; Wembley; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading global real estate company seeks a dedicated individual to enhance resident experiences and support property management operations. The role involves overseeing community interactions, ensuring compliance with policies, and managing team dynamics to foster a welcoming environment.

Qualifications

• Significant experience in a customer-facing service delivery role.
• Ability to act autonomously and make decisions.

Responsibilities

• Manage day-to-day resident experience objectives.
• Assist Community Manager with financial and operational management.
• Promote resident satisfaction and retention.

Skills

Customer Service

Relationship Building

Decision Making

Organization

Multitasking

Cultural Sensitivity

Adaptability

Negotiation

Education

IOSH Training

NEBOSH Training

Job description

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate company offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing, logistics, and life sciences sectors. Headquartered in Charleston, South Carolina, Greystar manages and operates over $315 billion of real estate in 250 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, manages more than 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of more than $78 billion of assets under management, including over $36 billion of development assets. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

The purpose of this role is to manage and support the delivery of the day-to-day resident experience objectives of the property and lead the team by example to build a vibrant, safe, and welcoming community our residents enjoy being part of. Assisting the Community Manager in the day-to-day financial and operational management of the property including leasing, marketing, property maintenance, and tenancy administration.

JOB DESCRIPTION

Key Role Responsibilities

• Acts as a role model at all times by demonstrating the core values.
• Actively seeks interaction and contact with residents to proactively seek to improve the front of house service delivery, anticipating and exceeding resident expectations.
• Promotes resident satisfaction and retention by monitoring resident feedback, including online reviews, and responding to questions, requests, and complaints in a timely manner, taking appropriate action to resolve and address service issues.
• Assists and supports the Community Manager with communications, assessment, and development of team members.
• Monitors payments and chases outstanding rent arrears following rent collection processes to meet business goals while promoting tenancy extensions and other revenue streams.
• Coordinates the tenancy management process by making periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.
• Processes invoices from vendors, contractors, and service providers for payment and manages communication with finance team members and other stakeholders as required.
• Ensures the operation of the community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings.
• Conducts regular community walkabouts and inspections and takes appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, and general appearance and appeal.
• Completes relevant operational, financial, and compliance administrative tasks, including routine weekly and monthly reporting, and ensures property data is accurate.
• Supports resident event management within the community.
• Undertakes marketing and leasing activities including viewings, following up on inquiries, and sales conversions.
• Develops and maintains local knowledge and information resources relevant to resident needs, e.g., travel, entertainment, and amenities.
• Stays informed about current market and competitor conditions.
• Assists with summer community preparations, including move-in and move-out processes.
• Assists the Community Manager to ensure the property meets necessary Health and Safety requirements, monitors incident reporting systems, and completes compliance activities in line with the Company’s policies and procedures.
• Participates in an on-call roster to provide out-of-hours emergency support for the community.
• Works with the Community Manager in the preparation of the annual budget and monthly management accounts.

Experience & Skills

Essential

• Excellent customer service skills and significant experience in a customer-facing service delivery role.
• Good team player with strong relationship-building and influencing skills.
• Ability to act autonomously, making decisions and taking actions when required.
• Fluent in English, verbal and written.
• Excellent organization skills with the ability to multitask and prioritize.
• Numerical skills necessary to complete the above activities.
• Self-aware and culturally sensitive, able to adapt relationship-building, communication, and negotiation skills to the audience.
• Flexible and adaptable to thrive in a changing environment.
• Enthusiastic about delivering an exceptional experience to stakeholders and continuously improving self and others.

Desirable

• Previous experience supervising or leading a team to deliver excellent customer service.
• Ability to coach and mentor team members.
• Knowledge of UK Health and Safety policies, preferably with recognized training such as IOSH or NEBOSH.