Resident Services Manager - Derby

Job Description

PMR are seeking an experienced Resident Services Manager for a well-established provider of Build to Rent homes in Derby!OVERVIEW- Responsible to lead, manage, and deliver the onsite resident operations in line with the company standards- Ensure that all residents receive an excellent service, the asset delivers performance above target and the team works as one- Working Monday to Friday from 9am to 5:30pm, requirement to work outside of the normal working hours as necessary for the proper performance of the dutiesSCOPE OF JOB* Deliver the customer service strategy and standards* Increase resident satisfaction with service delivery* Ensure the onsite team deliver high-quality resident services* Work closely with companywide colleagues to ensure excellent customer service* Encourage and support resident involvement* Promote the company and build good relationships with external partnersSKILLS 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* A good communicator with strong interpersonal skills, including the ability to listen, persuade and influence* Provide effective advice and support* Ability to build relationships and work collectively with colleagues* An ability to think creatively* Goal-focused, positive and resilient with the determination to support the company in developing organisational potential and outcomes for its customers and communities* Positive attitude and ability to work with little supervision* Smart in appearance, complying with stated appearance code* Continually strives to improve knowledge, skills and abilities to produce the best results* Customer, student and hospitality management experience is preferred but not essential* Knowledge of other languages may be an advantage* Possess the ability to compile accurate reports, competent in presenting data and performance against KPIs and taking swift actions to remedy any shortfalls* Possess a sound understanding of legislation relating to chemicals and dangerous substances i.e. COSHH.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 works* Management of PRS, DMR and Affordable Housing homes, working with a tenure blind conceptCUSTOMER 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 target