PMR are seeking an experienced Senior Resident Services Manager for a well-established provider of Build to Rent homes in Milton Keynes!
OVERVIEW Responsible to lead, manage, and deliver the onsite resident operations across two developments 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
SCOPE 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 partners QUALIFICATIONS, 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 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 needs OPERATIONS 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 concept
CUSTOMER 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 individual training 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 company's needs REPORTING 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