Resident Manager - Leatherhead

Get Living; Leatherhead; On-site; GBP 30,000 - 40,000; Full time

Job summary

A prominent property management firm in Leatherhead is seeking a Resident Manager responsible for delivering an excellent resident living experience. Candidates should have a strong background in customer service and property management, with essential qualifications such as ARLA. The role involves ensuring optimal occupancy and resident satisfaction through various initiatives.

Qualifications

• Level 3 property qualification essential, level 4 desirable.
• Proven track record in lettings/property management.
• Intermediate to advanced computer skills required.

Responsibilities

• Conduct viewings and ensure optimal occupancy.
• Drive resident satisfaction across all platforms.
• Manage the Move out process including deposit release.

Skills

Outstanding front-of-house customer service skills

Problem-solving skills

Excellent interpersonal skills

Attention to detail

Education

ARLA or equivalent property qualification

Tools

Microsoft Office

Yardi

Hubspot

Job description

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Overall Purpose

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.

Key Relationships

Internal: Resident Manager, wider Get Living team, business support functions

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

Qualifications & Experience

• ARLA or equivalent property qualification where possible (level 3 essential, level 4 desirable).
• Proven track record of exemplary customer service experience in lettings / property management / PBSA.
• 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 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

Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company.

Get Living Values

Actively champion our company values of Respect, Integrity, Togetherness, Excellence, and Innovation.

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.