Job Description

You will be responsible for the day-to-day management of the onsite team and ensuring that there is a thriving community within the building. You will have responsibility for building & maintaining the reputation & brand of the building within in the local community, driving the revenue to achieve, if not exceed annual revenue targets of circa \xc2\xa33m, managing the costs within the limits of the budget. All whilst achieving the highest possible resident approval ratings for service, responsiveness, community spirit and cleanliness. Maintaining the quality of the asset to the highest standards and complying with all Health & Safety legislation to always ensure the safety of residents and staff is a key responsibility of this role.

Key Responsibilities and Activities

People Management

• Lead recruitment and training of on-site team.
• Motivation and engagement of the whole on site team.
• Line Management of site employees.
• Identify opportunities to enhance team performance and service delivery.
• Annual appraisals of direct reports and ensure appraisals and performance reviews are undertaken for all staff including regular documented 1-2-1s.
• Performance management and support HR initiatives.
• Ensure all staff adhere to processes and meet SLA\'s/KPI\'s.

Community Engagement & Satisfaction

• Deliver best-in-class service to ensure resident satisfaction and retention.
• Review results of annual resident satisfaction survey and develop an action plan to produce year on year improvements.
• Ensure the app is maintained with events, announcements, and information for residents.
• Establish and continually review customer proposition via offers, partnerships for residents etc.
• Identify opportunities to enhance service improvement plans.
• Complaint and dispute resolution, working to escalation procedures and SLA timescales.
• Lead resident engagement activity and deliver events to agreed budgets.
• Always ensure a high standard of customer service.

Marketing & Lettings

• Input on all marketing strategies and channels to achieve maximum return and leverage.
• Meet and exceeding income and leasing targets and implementing strategies to minimise void periods.
• Know the market. Local development and rent knowledge including competitor service awareness to leverage the development and its marketing.
• Support marketing and lease up including viewings as required.
• Articulate and embed the value proposition of the development to teams and residents/stakeholders.
• Oversee content for members portal, website or app including service updates and promotions.
• Oversee social media channels and content management.
• Responsible for quality control of the development including apartments with focus on handover to residents and
• EOT turnaround.
• Keep up to date with the Build To Rent market and industry insight, disseminating to teams and other support functions.
• Produce regular asset performance reports providing clear strategies and plans for execution.
• Deliver a best-in-class onboarding and check-in process for new residents.
• Review all renewals and prepares budget increase recommendations according to the operating budget and market conditions that could affect profitability of community.

Planning & Daily Management

• Plans and schedules work streams thoroughly in advance with systems put in place to monitor delivery.
• Reaches decisions quickly based on available information. Takes initiative to research and complete projects.

Provides clear and concise instructions for effective management of on-site staff and promotes strong bonds and effective communication between staff.

Financial & Reporting

• Lead annual budget setting processes including tendering and cost analysis.
• Manage and meet agreed development budget targets, exerting budget control.
• Identify opportunities for cost efficiencies, budget savings and value add activities.
• Meet agreed income and expenditure KPIs.
• Produce regular asset performance reports providing clear strategies and plans for execution.
• Ensure your team are following the prescribed credit control processes when required.

Building Operations

• Overall responsibility for operations and service delivery on site.
• Monitors the maintenance activities to ensure resident requests and preventative maintenance programs are being performed according to company standards.
• Regular development walk rounds and quality monitoring.
• Assist in the procurement of services to agreed strategies.
• Out of hours\' emergency response and attendance if needed.
• Manage any service failure issues with contractors or third parties and resolve disputes.
• Quality control spot checks of all services and presentation of the development and apartments.
• Acting on findings and identifying training or support needs for teams/supplier performance improvement.
• Responsible for performance management of contractors on site.
• Insurance claim handling including liaison with loss adjustors and third parties.

Deverell Smith