Senior Resident Services Manager - Birmingham

Job Description

PMR are seeking a Senior Resident Services Manager to oversee the operational management of our clients two Build to Rent developments in Birmingham, one of which is a new asset mobilisiation, circa 500 units.Key Responsibilities:Customer Service* Manage and co-ordinate the Resident Services Team (RST) and reception/parcel service, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person.* Keep abreast of good practice and establish new ways of providing services to customers* Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service* Set, review and monitor service standards* Deliver all on-boarding materials such as handbooks, notices, Instructions* Review customer feedback, create action plans and implement to meet the residents needsOperations* To lead on ensuring the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement* Overall responsibility for ensuring properties are managed in a professional manner* To ensure the smooth running of the letting process from offer acceptance to move-in and settling of new tenants.* Manage and coordinate the day to day running of cleaning and maintenance operatives.* Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented by the staff and that targets are set and monitored* Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required* Identify and report defects, managing contractors to rectify the works. Recording defects and monitoring the progress of worksCustomer Engagement* Identify opportunities for enhanced service delivery to optimise customer experience* Meet & Greet residents and handle complaints to effective resolution* Organise regular events for residents, ensuring that events are marketed effectively through social media and other methods of communication.Management* Management, development, and support of direct reports, ensuring clear co-ordination between them and effective performance. This includes setting targets and monitoring team and individual goals, ensuring that staff appraisals take place and that individualtraining requirements are met* Recruit staff as required and provide induction and other training as required for the personal development of members of staff* Encourage and develop new initiatives and ideas with staff* Lead, motivate, communicate with, develop and performance manage direct reports to ensure that they are fully motivated to achieve best performance to meet the companys needsReporting* Prepare and ensure the preparation of regular customer & building data* Prepare reports as required to report against KPI targets* Attend meetings and online calls and deliver minutes to team* Draft and manage the Resident Service budget, monitoring it regularly and ensuring expenditure is within targetOther* Respond to out of hours emergency calls* Develop and maintain a smooth working relationship with relevant outside bodies* To influence and contribute to delivering objectives* To be customer-focused in all dealings with residentsQualifications, Skills and Experience:* Significant experience in management of resident services, preferably within organisations providing market rent properties or hospitality.* Ability to lead a successful team, with strong staff management skills.* Experience of training and recruiting a cold start team* Strong experience in creating and designing events, including event themes, "out of the box" ideas.* Track record of the design and delivery of service improvement plans.* Experience of setting and managing budgets* Industry Qualifications from NFOPP, IRPM, RICS , ARMA desirable