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This role is the most senior colleague dealing with day-to-day operations at our client's brand new Birmingham Build to Rent neighbourhood. It leads the Resident Manager and Resident Host teams to ensure the delivery of service that makes resident living experience rewarding (everything possible), so they have the freedom and choice to live every city day to its full potential. The role leads as a champion of best practice, continuous improvement and innovation. There is a high degree of accountability, responsibility and decision making. The incumbent will be expected to establish collaborative relationships with commercial operators to drive a successful Neighbourhood.
Responsibilities:* Ensure portfolios are operated and maintained in a safe and compliant manner, ensuring the assets value and performance are maintained over time.* Oversee portfolio performance, reviewing and analysing business performance and putting action plans in place as appropriate.* Build and develop teams to perform at a consistently high standard.* Ensure the performance management cycle is effectively implemented across the portfolio.* Lead the Resident Management and Resident Host teams at a senior level providing support and guidance where needed and ensuring that the proposition is delivered.* Lead the Repairs and Maintenance department to achieve agreed KPI's, deliver quality and service standards within agreed cost budgets.* Play the leading role in organising and delivering events, social and community initiatives to enhance the Resident Experience.* Participate in all relevant learning and development opportunities, keeping knowledge updated at all times.
Specific Tasks:
* Oversee the delivery of Operational Excellence by the Manco in all areas.* Manage costs in line with budgets, ensuring finance procedures are followed.* Oversee the Marketing & Letting strategy and activity.* Drive standards and ensure all staff adhere to them in all processes.* Ensure solutions are found to all escalated customer complaints.* Oversee regular quality audits to assess and evaluate performance of the service team.* Manage key supplier relationships, ensuring procurement standards are adhered to fully.* Be active in the locale and community, proactively planning and delivering key events.* Participate in the recruitment and development of the Resident Manager and Resident Host team.* Drive the leasing of homes including listing and advertising all available homes, review pricing to drive rental income.* Work with Customer Hub Teams to ensure that all administration is completed in a timely manner.* Prepare Show-home and staging as and when required.* Liaise with Retail colleagues to deliver a best-in-class retail offer.* Liaise with estate management on all realm matters (e.g. car parks, landscaping, windows/balconies, amenity space).Qualifications & Experience:* ARLA or equivalent industry qualification desirable.* Previous experience in leadership / team management.* Exceptional customer service experience.* Excellent knowledge of compliance, health & safety, maintenance standards.* Medium to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe.
