Resident Services Manager

Resident Services Manager - North Acton- £38,000 to £40,000 + 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 North Acton compromising of 170 apartments.
You will be the first point of contact from enquiry stage, viewing the property through to resident move in, ensuring a high level of customer service is provided to residents at all times. You will ensure the tenancy and renewals process is administered and engage with residents to create a sense of community within the development.
Responsibilities

• Managing a team of 4 who will report directly to you, organising the rota, supporting the assistant resident manager and delegating responsibilities, motivating the team to improve performance
• Uploading availability details to marketing portals and updating adverts as necessary
• Completing all applicant vetting
• Dealing with initial enquiries and booking in viewings
• Agreeing leasing offers
• Forging productive relationships with key service partners such as contractors and facility managers for the benefit of residents and seeking economies of scale for the efficient running of the building
• 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 and regularly hosting resident events
• To act as first point of call for residents to report maintenance issues
• Co-ordinating all contractor appointments and repairs, logging issues in order that required service levels are attained
• Carrying out regular inspections of communal areas and apartments
• Responsible for Health and Safety compliance coordination utilising the systems; liaising with the Estate and Facilities managers where required
• Organising minor works between tenancies to maintain first class presentation of apartments
• Meet and greet with all new tenants; providing Welcome Packs and new tenancy information
• Completing check in and check out reports; determining deposit returns
• Assisting the credit control team to ensure the timely payment of rents and liaising with residents to address problem cases
• Undertaking tenancy renewals, driving rental growth
• Providing regular asset performance reports, competitor analysis, weekly statistics on leasing, and market rent analysis
• Driving rental growth, ensuring that rents in the building are maximised yet competitive within the local market, providing strategies to help increase lets
• Managing the building expenditure budget and ensuring value for money from suppliers, maximising the net operating income
• Establishing and delivering additional income streams where appropriate

Skills, Knowledge and Experience

• Prior Property Management and Lettings experience required
• People management experience would be ideal
• 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 £40,000 + Up to 10% discretionary bonus
Hours: Monday to Friday 9am to 6pm Site Based
For more information please contact Megan on the Business Support team at Dove & Hawk Property Recruitment.
02080597472

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