Senior Resident Manager

The role is responsible for ensuring high standards of customer service are delivered at all times and drive an excellent resident experience. The role leads and manages the neighbourhood team to ensure smooth daily operations are delivered in an efficient and effective manner, coaching and supporting Relationship Managers in handling resident issues.

• Based in Maidenhead
• £35,000 – £38,000 (DOE)
• Monday – Friday, 8am – 5pm or 9am – 6pm on a rota basis
• Every other Saturday, 9am – 5pm *when Saturdays are worked Sunday & Mondays are off
• 40 hours per week

Benefits:

• 25 days holiday + bank holidays
• Contributory pension
• Parking on site
• Private medical
• Training provided

Job specification:

• Support the Neighbourhood Manager in ensuring an exemplary experience is delivered to all residents at every stage of the resident journey, from move in to move out
• Engage with all residents at key stages after move-in, creating rapport and pro-actively resolving any issues before they are reported.
• Lead by example in driving customer/resident satisfaction across all platforms
• Look for ways to do things better, change and explore opportunities to raise expectations
• Drive for success personally and inspire neighbourhood team to do the same against all KPI’s
• Aim for the highest quality standard of homes and meet/exceed turnaround times
• Deliver key performance indicators, including customer service feedback, occupancy, rent arrears, renewals, outstanding work orders, inspections, statutory compliance, deposit returns.
• Lead and manage Resident Managers to achieve their key areas of responsibility, acting as coach and mentor to build and improve performance
• Complete regular one-to-ones with team and lead team meetings
• Build relationships with the Estate Management teams to deliver smooth resolution of any Estate Management issues.
• Manage the booking of amenity space.
• Overseeing compliance, ensuring the team adheres to relevant legislation and health & safety.

Person specification:

• ARLA or equivalent property qualification where possible
• Experience in leadership / team management
• Strong customer service experience
• Computer skills, including Microsoft Office and good industry related systems
• Excellent interpersonal and written and verbal communication skills
• Ability to engage and be confident in dealing with a variety of people at all levels
• Adaptable and resilient, able to handle pressure and peak periods
• Excellent attention to detail and organised approach to prioritising tasks