Resident Manager (Elephant and Castle)

Get Living; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative firm is seeking a proactive Resident Manager to enhance the living experience for residents in vibrant city neighborhoods. This role involves ensuring high occupancy, managing customer relationships, and maintaining property standards. You will be the primary contact for residents, ensuring their journey from inquiry to move-in is seamless and enjoyable. With a focus on outstanding customer service and a commitment to continuous improvement, you will play a vital role in creating a welcoming community. If you thrive in a dynamic environment and are passionate about delivering exceptional service, this opportunity is perfect for you.

Qualifications

• Proven track record of outstanding customer service experience in lettings/property management.
• Intermediate to advanced computer skills, including Microsoft Office applications.

Responsibilities

• Drive customer satisfaction and ensure an exemplary experience for residents.
• Manage the move-out process and maintain property standards.
• Accurately report and record all activities in line with company policies.

Skills

Customer Service

Problem Solving

Attention to Detail

Communication Skills

Interpersonal Skills

Computer Skills

Education

ARLA or equivalent property qualification

Tools

Yardi

Microsoft Office

HubSpot

Job description

Overall Purpose

Our story begins in 2013: Get Living started by creating its own industry, Build to Rent. Although we are now a much more mature company, our entrepreneurial spirit is as strong as ever. We create brilliant, big-city neighbourhoods, each unique and compelling in their own right. Our vibrant communities connect people and create lasting social, environmental and commercial value.

The Resident Manager is responsible for delivering the Get Living promise by driving an excellent resident living experience that is positive and effortless. Working with the team at Elephant Central, the Resident Manager ensures the neighbourhood is optimally occupied and that all properties are prepared to a high standard for viewing.

Key Relationships

Internal: Wider Elephant Central team and business support functions

External: Residents, prospective customers, property management companies and third party suppliers

Key Responsibilities & Accountabilities

• Primary customer facing representative for all current and prospective residents.
• Ensure current and prospective residents enjoy an exemplary experience from first enquiry to move-in and on to an enduring and sustained residency experience thereafter.
• Perform viewings booked in by the Customer Hub/Site Team on request and follow through to reservation and hand over to the Customer hub for processing.
• Look for ways to do things better, change and explore opportunities to raise expectations and standards.
• Drive customer/resident satisfaction across all platforms (Zendesk/Google/Homeviews/HubSpot).
• Meet set budgeted targets for occupancy, pricing, revenue and Net Promoter Scores.
• Complete Inventory check in and check out reports on homes using Inventory Base.
• Undertake inspections of both occupied and vacant properties to ensure apartments are maintained at the required standard, reporting breaches or maintenance issues.
• Manage the Move out process including deposit release via the TDS Custodial scheme.
• Accurately report and record all activity in line with Get Living controls, processes and policies.
• Ensure 100% accuracy of data recording in Yardi.
• Attend and participate in the planning of events and other resident experiences.
• Support the ongoing function of the office and availability to residents by manning phones, lobby spaces, parcels and adopting different Resident Manager roles if required due to holiday cover.
• Assist team members with ad hoc tasks where required.
• Manage Utility Bills for void units and updating utility companies with incoming and outgoing tenancies.

Qualifications & Experience

• ARLA or equivalent property qualification where possible.
• Proven track record of outstanding customer service experience in lettings/property management.
• Intermediate to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe / HubSpot.

Key Skills & Competencies

• Proven track record of outstanding customer service skills in lettings/property management.
• Problem solver/solutions driven.
• Adaptable and resilient, able to handle pressure and peak periods.
• Excellent attention to detail and organised approach to prioritising tasks.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels, including residents, senior management, external providers.
• Self-motivated and proactive.

Working Pattern: 40 hours per week, 5 out of 6 days per week (including Saturdays) on a rota basis.

Get Living Commitment

Diversity & Inclusion

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Health and Safety

Get Living is responsible for providing a safe and healthy environment for all employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio.

We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit.

ESG

Get Living is committed to leading and promoting ESG initiatives as well as identifying ways to improve sustainability goals.