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General Manager - Residential Scheme - Bath

Ref: JN -112018-63771
Gehaltspaket
GBP45000.00 - GBP55000.00 per annum
Ort
UK, South West & Wales
Bereich
Property & Real Estate, Wohnen
Datum
7 November 2018
Vertragsform
Festanstellung

General Manager (Private Rental Sector Residential Scheme)

Based Bath

My client is one of the fastest growing residential property management companies in the UK and a wonderful company to work for. An exciting opportunity has arisen for their beautiful PRS development in Bath.

The General Manager will be solely responsible for delivering all aspects of the letting and management of the development, including the delivery of exceptionally high-quality customer service. To oversee the Customer Liaison, Facilities Manager and all 3rd party suppliers, including contractors and marketing providers working on/in the building or on the development in relation to:

* Letting up and Stabilisation * Marketing and Advertising * Property and Block Management * Health & Safety * People Management * Compliance Management

The Role

Customer Experience

From the very first point of contact, the entire customer experience will be designed around delivering exceptional customer service, which is built on providing convenience and choice regarding how the customer wishes to interact. Over and above the service are features more aligned to a luxury hotel experience for residents, including access to free broadband and a private gym, as well as the use of a communal lounge area. Residents are given the opportunity to meet fellow residents through a range of initiatives designed to develop a sense of community. In addition, the management of the building will seek to contribute to the regeneration of the area by making positive contributions and promote local businesses to encourage growth within the area.

Financial

  • Preparing and managing the budget account for the building, ensuring the operation is run both efficiently and effectively
  • Maximising income - ensuring occupancy absorption rates are met in line with targets; rents are collected on time and ancillary income targets are met
  • Minimising costs and containing gross to net leakage by effective operational management and 3rd party procurement

People

  • Recruiting, developing and retaining an awesome, engaging on-site team
  • Managing the on-site team that lets and maintains the apartments in a manner that ensures that customer safety and quality of customer service remain paramount
  • Produce and oversee annual rotas for on-site staff including holiday leave and sickness cover
  • To act as a senior member of the team, contributing proactively to operations and role modelling the values and key behaviours
  • To promote peak performance through proper objective setting, 121's, personal development, team meetings and performance reviews
  • To manage and support the team with any issues or changes they may experience, such as sickness absence, maternity or poor performance, for example, operating in line with regulations

Operations

  • Ensuring that the customer journey is smooth and effective creating a seamless experience to convert prospects into residents
  • Ensuring the move-in and move-out processes are as simple and stress-free as possible for both the customer and the on-site team
  • Develop and implement the reporting of Key Performance Indicators as a way of monitoring operational effectiveness

Building

  • Running a legally and regulatory compliant building at all times
  • Overseeing the management of the building fabric including management of the facilities team who are employed to maintain and clean the common areas of the property
  • Procure and manage contracted out services supported by the Facilities and Property Management teams

Legal and Regulatory Compliance

  • Ensure all Health and Safety matters are inspected, monitored and actioned appropriately
  • Ensure the building is legally compliant at all times and we act within the guidance of our regulatory body

Community Building

  • Creating a sense of community within the building by fostering resident interaction online (e.g via social media) or through hosting events
  • Building links between the development's community and the City Centre neighbourhood

Customer Service

  • Record, respond and resolve customer complaints as efficiently as possible
  • Undertake customer surveys to improve the overall proposition
  • Use of digital platforms to promote the scheme

Health and Safety

  • To ensure there is a fitting approach to risk assessments and method statements
  • To outline safe operational procedures which identify and take account of all relevant hazards, recommending and implementing necessary changes to working practices as required
  • To oversee and review Health and Safety audits and appropriate follow-through
  • To oversee the delivery of all annual testing and training for people to ensure total compliance, maintaining robust records
  • To check working order and condition of: Lighting; Heating; Fire control system, Alarms and Smoke Ventilation; Lifts; Water pumps and tanks; Doors and windows; Waste chutes; Access control systems, locks and security

Desirable Skills

* IRPM foundation level
* Health and Safety qualification
* ARLA Qualification

Experience Required

* People management
* Customer service
* Property Management

Please apply with your CV and a paragraph on why you are suitable for this position.

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