Senior Resident Services Manager - The Forge/The Highline

Purpose of the Role

To provide onsite lettings and property management services to TWO exciting build to rent residential scheme development comprising 125 apartments in a large-scale regeneration scheme in Upton Park, East London & 150 apartments in a large-scale scheme in Langdon Park.

To ensure a high level of customer service is provided to residents at all times, engage with residents to create a sense of community within the development.

To be the first point of contact from enquiry stage, viewing the property through to resident move in.

To work with and manage the site teams and assure the correct policies & procedures are being followed.

To recruit for any vacant positions which are or may come.

To work with GM & H&S team to make sure all actions are actioned and compliance is monitored.

To generate rotas for both sites making sure that third party cover is kept to a minimum.

To manage budgets and make sure it is in line.

To carry out 1to1s for site teams and put in a plan for development for the teams.

To work alongside GM and resolve any major issues/complaints that arise whilst training site team to do the same.

To monitor maintenance & make sure site team are working effectively towards resolving maintenance issues in good time.

To work alongside H&S team to manage assets and work towards getting actions resolved.

Key Responsibilities

• Making sure all the health and safety compliance are up to date
• To act as first point of call for residents to report maintenance issues
• Co-ordinating all contractor appointments and defect repairs, logging issues in order that required service levels are attained
• Carrying out daily inspections of communal areas and corridors
• Organising minor works between tenancies to maintain first class presentation of apartments
• Completing check in and check out reports; determining deposit returns
• Creating a community feel through communication, events and innovations
• Work alongside the RSM to ensure H&S statutory requirements are meet across the development
• Ensuring communal areas and available apartments are well presented and appealing to prospective tenants at all time
• Responding to rental enquiries, booking in and conducting viewings and agreeing offers when needed
• Liaising with appointed letting agent(s) during initial let up period when needed
• Completing all applicant vetting in line with Savills procedures
• Post initial let up, uploading availability details to marketing portals and updating adverts as necessary, dealing with enquiries, conducting viewings and negotiating offers when needed
• Processing offers and completing all tenancy documentation when needed
• Provide first class customer service to residents
• Ensuring up to date resident communication via various channels including social media

In addition to the tasks described above, the job holder may be required to carry out other duties as may reasonably be required from time to time

Skills, Knowledge and Experience

• Strong customer service ethic / background
• Positive, can do attitude
• Organised and detail oriented
• Common sense approach
• Ability to think on their feet and make considered decisions
• Outgoing, warm and friendly personality
• Excellent written and spoken etiquette

• IT literate and Social media savvy
• Experience in build to rent would be an advantage

Working Hours - 40 hours per week, fully flexible across all days. Shift patterns 8am – 5pm (may vary)

Salary - £42,000 plus 10% bonus

Please see our Benefits Booklet for more information.