General Manager

Moda; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading lifestyle experience brand is seeking a General Manager to oversee site operations and customer service in Birmingham. The role requires strong leadership skills in hospitality or private rental sectors, focusing on delivering high-quality service and managing a motivated team. You will be responsible for achieving financial targets, ensuring compliance, and enhancing resident engagement.

Qualifications

• Experience in hospitality or private rental sector.
• Demonstrated ability to manage customer service and site operations.
• Strong leadership and team management skills.

Responsibilities

• Oversee site operations and customer service delivery.
• Lead recruitment and training of on-site team.
• Manage financial targets and compliance.

Skills

Customer Service

Team Management

Communication

Job description

1 day ago Be among the first 25 applicants

MODA IS A LIFESTYLE, NOT A LANDLORD

Pushing the boundaries of style, service and community. Focusing on best-in-class service and high-quality design.

We have a clear objective of pioneering positive change to the UK rental landscape and creating happy healthy, connected and well communities. Always taking it to the next level...

The Ideal Candidate

Moda is creating the UK’s leading lifestyle experience brand by delivering and operating next generation neighbourhoods to live, work and play. We have a clear objective of pioneering positive change to the UK rental market and creating healthy, connected, well communities.

The Role

You must have demonstrable experience in a similar role (hospitality or private rental sector preferred). You and your team will work together to achieve your goals and to deliver at every level for our residents.

To oversee the site operations, lets and responsible for delivering the highest quality of service to residents. Managing on-site teams and customer service as well as meeting marketing, leasing and financial targets.

Customer Service

• Lead delivery of 1st class customer service and resident engagement
• Establish and maintain local relationships and partnerships
• Identify opportunities to enhance service improvement plans
• Complaint and dispute resolution, working to escalation procedures and SLA timescales
• Work with head office teams to disseminate customer service feedback and lessons learned
• Manage operational relationships with commercial tenants
• Identify opportunities to enhance partnerships and resident services or events
• Promote return of resident surveys and act on feedback
• Lead resident engagement activity and deliver events to agreed budgets
• Meet agreed KPI’s and SLA’s
  
  

Health And Safety

• Responsible for H&S and statutory compliance on site
• Fire Strategy Leadership to agreed protocols
• Manage processes for suppliers and contractors to provide appropriate RAM’s or CHIP’s where needed to comply with H&S requirements/CDM/statutory obligations before starting work on site
• Risk Assessment management including sign off for FRA’s and H&S inspections
• Work with Fire Service and statutory bodies to support inspections, change of strategy and maintain compliance
• Management of accident and incident reporting
• Responsible for emergency preparedness (to agreed protocols) including regular testing and implementation as required
  
  

Staff Management

• Lead recruitment and training of on-site team (in line with support office strategies)
• Motivation and engagement of the whole on site team
• Line Management of site specific Ambassadors/employees
• Identify opportunities to enhance team performance and service delivery
• Annual appraisals of direct reports and ensure appraisals and performance reviews are undertaken for all staff including 1-2-1s
• Performance management and support HR initiatives
• Ensure all staff adhere to processes and meet SLA’s/KPI’s
  
  

Building Operations

• Overall responsibility for operations and service delivery on site
• Twice daily development walk round and quality monitoring
• Procurement of services to agreed (support office) strategies
• Out of hours’ emergency response and attendance if needed
• Manage any service failure issues with contractors or third parties and resolve disputes
• Quality control spot checks of all services and presentation of the development and apartments Acting on findings and identifying training or support needs for teams/supplier performance improvement
• Responsible for performance management of contractors on site
• Insurance claim handling including liaison with loss adjustors and third parties
  
  

Marketing And Leasing

• Input on all marketing strategies and channels to achieve maximum return and leverage
• Meet and exceeding income and leasing targets and implementing strategies to minimise void periods
• Know the market. Local development and rent knowledge including competitor service awareness to leverage the development and its marketing
• Support marketing and lease up including viewings as needed
• Market rent assessments to support central "support" office teams
• Articulate and embed the value proposition of the development to teams and residents/stakeholders
• Oversee content for resident portal, website or app including service updates and promotions
• Oversee social media channels and content management
• Responsible for quality control of the development including apartments with focus on handover to resident and EOT turnaround
• Keep up to date with the BTR market and industry insight, disseminating to teams and support office
  
  

Financial And Reporting

• Lead annual budget setting processes including tendering and cost analysis
• Manage and meet agreed development budget targets, exerting budget control
• Identify opportunities for additional or enhanced income streams and develop strategies with support office teams
• Identify opportunities for cost efficiencies, budget savings and value add
• Meet agreed income and expenditure KPIs
• Produce regular asset performance reports
  
  

How To Apply

Think you're up for the challenge and want to show us what you're made of? Drop our Operations Director, Lavinia, an email at [e-mail], with a copy of your CV and a covering letter telling us why you want to work for Moda and what you'll bring to the party.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

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