Resident Service Manager - Build to Rent

VS/7824

Resident Services Manager - Build to RentSalary: Up to £35,000 plus 10% discretionary bonusHours: Monday - Friday, 9:00am-5:30pm (with two Saturdays a month, day off provided during the week)Location: Salford Quays

Permanent

My client is a rapidly growing operator in the Build-to-Rent (BTR) sector.  Their standout Build-to-Rent development offers 151 beautifully designed individual units.  

Key Responsibilities and Activities

Leasing and customer journey :

• Pro-actively lead the letting functions of the building, liaising with interested parties, coordinating & conducting viewings.
  • Managing all paperwork and bookings, updating systems, portals and registration/vetting of applicants.
  • Matching clients to the right properties and providing them with property information.
  • Promoting properties to applicants using various marketing techniques, keeping websites, portal and imagery up to date.
  • Undertaking property viewings and managing the resident experience.
  • Managing the marketing suite and show homes to a high standard to ensure they represent the product and the clients' values, brand and vision.
  • Ensure all aspects of the sales administration process are handled quickly, efficiently, and accurately.
  • Undertake a variety of sales administration tasks including reporting.
  • Work to a pre-determined pipeline conversion rate and update the sales tracker and strategy accordingly.
  • Removing properties from the market when they are let.
  • Report defects and snagging to the site contractor and manage through to completion with the occupant.
  • Ensure the residents portal is up to date and respond to any enquiries made.
  • Assist residents with any queries they may have.
  • Dealing with resident enquiries in a timely manner.
  • Analysing reports and lettings to determine and communicate price increases.
  • Be fully aware of the company financial targets and interpret relevant reports.
  • Implementation and following of financial controls in line with financial operating procedure.

Community care, Engagement and Satisfaction

• Lead front of house and telephone support; managing and dealing with day-to-day queries.
• Develop and maintain relationships with the residents. Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers' expectations and service levels, and in line with company procedures.
• Arrange and develop the resident experience through, programming, initiatives, events and administration.
• Actively engage with tenants through various online platforms, responding to news feeds posts, direct messages and posting regular on the news feed and other social media platforms.
• Maintain visual promotions of up-and-coming programming/events and community lead initiatives.  
• Ensuring customer expectations and satisfaction is achieved in line with agreed service level agreements
• Actively seek and act on tenant feedback to improve services.
• Ensure visitors and contractors are signed in and out of the site in accordance with procedures.
• Deliver best-in-class service to ensure tenant satisfaction and retention, ensuring a high standard of customer service at all times.
• Maintain systems with up-to-date customer feedback and personal preferences.

Social Media

• Assist in managing the sites social media channels (e.g., TikTok, Facebook, YouTube, Twitter, Instagram, Pinterest, LinkedIn, Google+)
• Produce relevant content across appropriate social media channels, ensuring the co-ordination of messaging and brand message across all channels. Understand the impact of social and digital media on brand reputation.
• Responding to any mentions over all relevant social media platforms and engage with the social media users.
• Regular monitoring of competitor social media sites.

Administration

• Have a full understanding of all the products and services offered by the site as well as those offered by competitors. Be able to relate all product offerings to prospective tenants with associated costs.
• Provide general administrative support to the management team including writing letters/emails, raising POs/invoices, filing, receiving payment and issuing receipts.
• Gathering client data to fulfil booking requirements and communicate to relevant teams.
• Dealing with resident enquiries in a timely manner.
• Log resident maintenance requests with the relevant contractor and full up to completion.

Financial Management Support

• Analysing reports and bookings to determine and communicate price increases.
• Be fully aware of the company financial targets and interpret relevant reports.
• Implementation and following of financial controls in line with financial operating procedures.
• Use of the computerised internal booking and finance package to manage financial information.
• Ensure billing is completed in line with company procedures
• Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions.

Health & Safety

• Follow policies and procedures dictated by current H&S legislation
• To be fully conversant with the company's fire and emergency procedures including personal emergency evacuation plan for disabled residents (where appropriate).

As this role requires some lone working and can operate outside