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ROLE OVERVIEW
Role: Service Manager
Reporting to: Community Manager
Property: Cortland Broad Street, Birmingham
# Of Units: Circa 440 Units
Amenities: Resident Lounge, Workspaces, Gym, Courtyard, Sky Lounge
COMPANY OVERVIEW
At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in Build-to-Rent (BTR), our high performance continues to drive exponential growth – and we invite you to join us on our journey toward excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.
With developments across the UK in cities like Watford, Manchester, and Birmingham, we are dedicated to delivering better living on every level.
We are looking for above and beyond team members to help create the new gold standard for renting in the UK – one with the highest level of service where the resident always comes first.
ROLE RESPONSIBILITIES
As the Service Manager you will support the Community Manager to oversee the reactive and proactive maintenance of this flagship build to rent development. You will be the face of our brand and responsible for creating community within the building by providing an unparalleled level of resident service to make sure their homes and the entire building always safe, secure and maintained impeccably. You will take the lead on resident engagement for proactive maintenance items, building rapport with residents and communicating effectively. You will maintain the Health & Safety Compliance records for the building and actively promote safety measure across the entire onsite team and work with the Community Manager to educate the residents on how they can be part of keeping the building safe and running effectively. This is a diverse and challenging role so you will need to be organised and agile in your approach so you can manage whatever is thrown your way.
As the Service Manager you would be performing several roles simultaneously, such as:
The Overseer and Manager
- Act as a third hand for the Community Manager
- Manage a team of Maintenance Service Associates (MSAs) to ensure they deliver quality service
- Maintain the rota for your team and ensure weekend coverage is provided
- Keep your team up to date on Health & Safety protocols and always be looking for ways to upskill and develop them and keeping track of their progress
- Be ready to be at the building at any time in case of an emergency out of your scheduled working hours
The Problem Solver
- Always ready to take charge and find solutions no matter how challenging the issue
- Able to multitask; one minute you or your team are moving waste bins and the next you are dealing with a water leak, no day will be the same so being prepared and organised is critical
- Dynamic approach to problem solving, well organised and ability to work well under pressure
- Proactive listener able to take feedback, provide appropriate feedback and act to reasonable requests
The Rule Enforcer
- Go above and beyond for the residents but understand that rules are made for a reason and to be enforced fairly, when necessary, especially if it comes to health and safety
- Handle difficult tasks with empathy but never shy away from a challenge
- Understand building legislation and procedures so you can ensure residents and associates are kept safe and secure
- Complete regular onsite testing protocols and ensure these are accurately recorded for compliance
THE IMPACT YOU CAN MAKE
- Residents are so happy living in the building they will have no reason to leave!
- Associates, vendors, and residents always have the information they need because of your exceptional communication skills
- You thrive in the fast-paced, challenging day-to-day life of the building, where you are accountable for the success of the building’s performance and love coming to work
- The Community Manager is so confident in your ability they can relax knowing that you have everything under control
- You are highly motivated and know people can always turn to you for inspiration on how to find solutions
YOUR BUILDING BLOCKS OF SUCCESS
- Excellent customer relations skills and plenty of energy and enthusiasm
- Health and Safety conscious, and understand your role is key in keeping yourself, your team and your residents safe
- Communicate effectively with residents, vendors, and associates
- Resourceful problem solver always up to the challenge
- Highly organised with the ability to prioritise effectively and multi-task
- Impeccable record-keeping, financial acumen and reporting skills
- Tech savvy and computer literate
THE CORTLAND DIFFERENCE
At Cortland, we create, reimagine, and manage apartment communities for over 150,000 residents in the US and UK. Headquartered in Atlanta, GA, we have communities and regional offices all over the US and UK. We cover the apartment living experience from wall to wall – from concept to completion, including investment management, design, build, and operations – while remaining entirely focused on delivering resident-centric, hospitality-driven service.
Our success is fuelled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into exceptional living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.
Cortland is an equal opportunities employer.
