Neighbourhood Manager

Moda Group; Leeds; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Moda Group in Leeds is seeking an experienced on-site operations leader to oversee day-to-day site activities, customer service and resident engagement. You will manage on-site teams, deliver marketing, leasing and financial targets, and ensure strict health and safety compliance across the development.

The role requires demonstrable experience in hospitality or private rental sectors, with a focus on delivering high-quality service and strong stakeholder relationships.

Qualifications

• Demonstrable experience in a similar role, hospitality or private rental sector preferred.
• Experience overseeing on-site teams and customer service delivery.
• Knowledge of H&S compliance and on-site risk management.
• Ability to meet marketing, leasing and financial targets.

Responsibilities

• Lead delivery of 1st class customer service and resident engagement.
• Oversee on-site teams and ensure high quality service to residents.
• Ensure H&S and statutory compliance on site, including RAMs/CHIPs when needed.
• Recruit, train and manage on-site staff and ambassadors.
• Oversee operations and service delivery on site, including procurement and contractor management.
• Support marketing and lease-up efforts and manage budget performance and reporting.

Skills

Leadership

Customer service

H&S compliance

Facilities management

Budgeting

Vendor management

Recruitment

Communication

Tools

MS Office

CRM

PMS

Budgeting tools

Job description

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