Resident Services Manager

Dove & Hawk; Sutton; On-site; GBP 38,000 - 42,000; Full time

Job summary

A leading real estate agency in Sutton seeks an experienced Resident Services Manager to oversee a team in a build-to-rent residential development. You will be responsible for enhancing customer service, managing team performance, and hosting community events. Strong background in property management and people management experience is essential. This position offers a competitive salary of £38,000 to £42,000 plus a discretionary bonus. A flexible working schedule, with 40 hours per week, is required.

Benefits

10% discretionary bonus

Qualifications

• Prior BTR, Property Management and/or Lettings experience required.
• Strong leadership skills and people management experience.
• Ability to think on their feet and make considered decisions.

Responsibilities

• Oversee the site team and enhance performance.
• Provide first-class customer service to residents.
• Organise and host monthly residents' events.

Skills

Strong customer service ethic

People management experience

IT literate and social media savvy

Organised and meticulous

Positive, can do attitude

Job description

Resident Services Manager - Sutton - £38,000 to £42,000 + 10% Discretionary Bonus

My client, a globally established Real Estate Agency, are currently seeking an experienced Resident Services Manager to provide onsite lettings and property services to a build-to-rent residential development in Sutton compromising of 166 apartments.

You will be overseeing the site time, carrying out training and motivating the team to improve performance, ensuring a high level of customer service is provided to the residents at all times. You will act as point of contact from enquiry stage, viewing the property through to resident move in whilst also creating a sense of community spirit within the development.

Responsibilities

• Providing support to the General Manager in the running of the building
• Managing a team who will report directly to you, organising the rota, and delegating responsibilities, motivating the team to improve performance
• Setting clear objectives for the team in line with business strategy and to measure and manage performance against these
• Conducting regular 121 meetings, hold team meetings and complete probationary, interim and annual appraisals
• Handling recruitment for site when needed
• Provide first class customer service to residents, being the first point of for all residents and visitors
• Quality control of amenity spaces and apartments, ensuring they are well presented at all time
• Organising and hosting monthly residents' events and initiatives, to enhance the community feel of the scheme
• Engaging with residents and facilitation of any resident-lead events as well as quarterly meet and greets
• Management of amenity space hiring
• Responding to rental enquiries, scheduling and conducting scheme tours / viewings and agreeing offers
• Completing all applicant vetting
• Ensuring marketing portals remain up to date at all times
• Organising and running tenant services via third parties and in-house
• Ensuring up to date resident communication via various channels including social media
• Seeking special offers and discounts for residents from local businesses
• Creating a community feel through communication, events and innovations
• To act as first point of call for residents to report maintenance issues
• Co-ordinating all contractor appointments, both third party and in-house, including defect warranty repairs, logging issues in order that required service levels are attained
• Organising minor works between tenancies to maintain first class presentation of apartments
• Completing check in and check out reports; determining deposit returns
• Carrying out mid-term inspections
• Arrears chasing and reporting
• Dealing with out of hours emergencies

Skills, Knowledge and Experience

• Prior BTR, Property Management and / or Lettings experience required
• People management experience would be ideal
• Management experience would be advantageous
• Strong customer service ethic / background
• Positive, can do attitude
• Common sense approach
• Ability to think on their feet and make considered decisions
• Outgoing, warm and friendly personality
• Organised, meticulous, tenacious
• Excellent written and spoken etiquette
• IT literate and Social media savvy

Salary

£38,000 to £42,000 + Up to 10% discretionary bonus

Hours

40 hours per week, fully flexible across all days. Shift patterns are usually 8am to 5pm (occasionally this may vary). Additional hours may be required as per business needs & out of hours

For more information please contact Megan on the Business Support team at Dove & Hawk Property Recruitment.

02080597472

Dove & Hawk Property Recruitment acts as an employment agency for permanent recruitment and employment business for the supply of permanent workers. By applying for this job you accept the T&C's and Privacy Policy which can be found at doveandhawk.co.uk