Senior Resident Services Manager

Milton Keynes, Buckinghamshire
Jackson Sims Recruitment Ltd

Senior Resident Services Manager – BUILD TO RENT

Location: Milton Keynes

Monday – Friday, 9am – 5:30pm – On Site

The main scope of the Senior Resident Services Manager is to support the Regional General Manager in the safe management of the operations of relveant sites. You will be managing face to face enquiries from all customers, delivering a high level of customer service at all times. Team / Staff Management experience is essential, as you willl be line managing the Resident Services Associate team.

Customer Service:

• Manage face-to-face enquiries from customers.
• Communicate courteously with customers and suppliers by telephone, email, letter and face-to-face
• Identify ways to measure customer satisfaction and improve services. Review resident feedback to build strategic customer service plans.
• Ensure a warm welcoming environment for customers and visitors.
• Effectively manage customer complaints or any major incidents, such as a security issue.
• Undertake regular customer and community engagement activities.
• Resolving complaints, problems, and requests from customers. Investigate and solve where applicable, customers’ problems, which may be complex or long-standing problems that have been passed on by the wider on site team. Where necessary assist Complaints Team in securing a satisfactory resolution to any complaint managed by them
• Provide help and advice to customers in line with company policies.
• Keeping accurate records of discussions or correspondence with customers and staff.
• Analyse statistics and/or other data to determine the level of customer service the Resident Services Team are delivering and identify where improvements can be made and implement such.
• Develop and implement feedback or complaints procedures for customers to use.
• Improving customer service procedures, policies and standards within the Resident Services Team
• Promote positive resident behaviour and managing resident issues, such as tenancy breaches and resident disputes.

Leadership / Management:

• To be the lead or lead the RSM to be the on-site lead for the end of defects period, collaborating with the development and construction team
• Support Regional GM with reporting, collation of cluster information and review of RSM reports
• Support Regional GM for recruitment for RSM and RSA positions
• To be on call and available for emergencies out of hours
• Provide guidance and support to the onsite teams including RSM and S/RSAs, Estate Operatives and ad-hoc contractors as required.
• Complete, review and support personal development plans for all RST, supporting succession planning objectives.
• Evaluate the Resident Service team performance and provide direction, correction, or additional training.
• Assist with training of staff to deliver a high standard of customer service.
• Analyse statistics and/or other data to determine the level of customer service the Resident Services Team are delivering and identify where improvements can be made and implement such.
• Involvement in staff recruitment and appraisals for onsite teams.
• Deliver operating model and standards.
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Property / Lettings Management

• Manage the move in / out process with the Resident Services Team
• Oversee contractors and inspect completed jobs on site
• Ensure all communal spaces are maintained and presented to an exemplary standard
• Monitor building maintenance computer and security systems
• All repairs and maintenance requests to be responded to in a timely manner with the impeccable customer communication, support RST to resolve complex issues
• Advocate of the Health & Safety compliance with support received from H&S team.
• Assist with emergency response and evacuations where required.
• Undertake regular property / building inspections
• Manage PPM on site and work closely with Block Management to assist with block related tasks

Budgeting and Finance

• Review of Cluster Asset Management report, present to Asset Manager and support RSM in interpreting data and following actions.
• Delivery of operational and performance based KPI targets.
• Assist Regional General Manager with setting & monitoring of budgets and costs.
• Invoice management and understanding workflow, authorisation limits and No PO No Pay.
• Have a good understanding of cost coding to ensure invoices are coded correctly against budget.

Experience:

• Previous management and leadership experience in a complex residential property management role is essential.
• Good technical knowledge and previous experience of residential property repair and construction.
• Knowledge of Landlord and Tenants Act and Housing / Rents Acts Legislation.
• Demonstrable understanding of H&S requirements on site.
• Continually strives to improve knowledge, skills and abilities to produce the best results.
• Passionate about service delivery and works with a can-do attitude.
• Ability to work to and achieve tight deadlines with excellent organisational skills.
• Exceptional interpersonal skills.
• Positive attitude and ability to work with little supervision.
• Continually strives to improve knowledge, skills and abilities to produce the best results.
• Experience of managing multiple property schemes.
• Possess the ability to compile accurate reports, competent in presenting data and performance against KPIs and taking swift actions to remedy any shortfalls

Jackson Sims Recruitment, specialists in Real Estate, covering Block & Estate Management, Property Management, AST, PRS, Build to Rent (BTR), Facilities Management, Concierge and Financial & Accounting Services, operating in London and throughout the UK. Should you be a candidate or client working in Real Estate, we have a multitude of recruitment services that can be tailored to you.

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