Resident Manager (Leatherhead)

Get Living London Limited; Leatherhead; On-site; GBP 28,000 - 38,000; Full time

Job summary

Get Living London Limited in Leatherhead is seeking a Resident Manager to deliver an excellent resident living experience, drive occupancy, and ensure properties are prepared to a high standard for viewing.

You will manage viewings, reservations, move-in and occupancy targets, handle inquiries with residents and visitors, and collaborate with the team to maintain data in systems such as Yardi and HubSpot.

Qualifications

• Excellent front-of-house customer service skills.
• Proven problem-solving abilities and empathy to resolution.
• Strong interpersonal and written communication skills.

Responsibilities

• Conduct viewings booked by the Customer Hub/Site Team and progress to reservation for optimal occupancy.
• Meet targets for occupancy, pricing, revenue and Net Promoter Scores.
• Communicate confidently with tenants, residents, visitors, colleagues, couriers and contractors.

Skills

Front-of-house customer service

Problem-solving

Interpersonal communication

Resilience under pressure

Organised prioritisation

Verbal and written communication

Tools

Yardi

Hubspot

RentCafe

Microsoft Office

Job description

Responsible for delivering the Get Living promise by driving an excellent resident living experience that is positive and effortless. Working with the team the Resident Manager ensures neighbourhoods are optimally occupied and properties are prepared to a high standard for viewing.

Key Responsibilities & Accountabilities

• Conduct viewings booked in by the Customer Hub/Site Team on request and follow through to reservation to ensure optimal occupancy.
• Meet set budgeted targets for occupancy, pricing, revenue and Net Promoter Scores.
• Communicate confidently with prospective tenants, current residents, all visitors, colleagues, couriers and contractors.
• 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.
• Passion for helping build a connected and supportive community where residents feel engaged and valued.
• 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).
• Undertake inspections of both occupied and vacant properties to ensure apartments are maintained at the required standard, reporting breaches or maintenance issues. Complete Inventory check in and check out reports on homes using Inventory Base.
• 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.
• Proactive and enthusiastic approach to supporting the delivery of events and initiatives, such as wellness initiatives and workshops.
• 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.
• Manage Utility Bills for void units and updating utility companies with incoming and outgoing tenancies.
• Oversee Parcel/Postal delivery services and collection and ensure compliance with the process and usage.
• Assist team members with ad hoc tasks where required.
• Proven track record of outstanding front-of-house customer service skills
• Proven ability to handle residential complaints with professionalism and empathy to resolution
• Strong problem-solving skills and experience supporting residents with a range of issues
• Experience of viewings and leasing up essential
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels, including prospective clients, residents, senior management, external providers
• 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
• Self-motivated / proactive

Get Living Values

All colleagues are expected to demonstrate our Company values through their behaviours and interactions with residents, colleagues and partners:

Integrity

Act with honesty and accountability

Respect

Value one another, our customers and environment, building trust and stronger relationships

Togetherness

Achieve success as a collective team

Be inspired to deliver outstanding results and be accountable for achieving success

Continually improve to achieve positive impact and outcomes

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 are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of our Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce.

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.

Proven track record in exemplary customer service skills; complaint handling; problem solving; ARLA; Microsoft skills; industry systems (Yardi, Hubspot, Rentcafe);excellent verbal and written interpersonal skills