Neighbourhood Manager (Leatherhead)

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Overall Purpose

This role is the most senior Get Living colleague dealing with day-to-day operations at our Leatherhead neighbourhood. It leads the Relationship Manager team to ensure thedelivery of the Get Living Promise that makes resident living experience rewarding (everything possible), so they have the freedom and choice to live every city day to its full potential. The role leads as a champion of best practice, continuous improvement and innovation. There is a high degree of accountability, responsibility and decision making. The incumbent will be expected to establish collaborative relationships with commercial operators to drive a successful Neighbourhood.

Key Relationships

Internal: Regional Director, Resident Experience Director, Health and Safety Manager, Business Support Functions, Get Living Peers

External: Residents, Prospective customers, Property management companies, Third-party suppliers, Community Stakeholders

Key Responsibilities & Accountabilities

• Ensure portfolios are operated and maintained in a safe and compliant manner, ensuring the assets value and performance are maintained over time.
• Oversee portfolio performance, reviewing and analysing business performance and putting action plans in place as appropriate.
• Build and develop teams to perform at a consistently high standard of the Get Living Promise.
• Ensure the performance management cycle is effectively implemented across all portfolio(s).

Specific Tasks

• Lead the Relationship Management team at a senior level providing support and guidance where needed and ensuring that the Get Living proposition is delivered.
• Oversee the delivery of Operational Excellence by the Management Company in all areas.
• Manage costs in line with budgets, ensuring finance procedures are followed.
• Oversee the Marketing and Letting strategy and activity.
• Drive Get Living standards and ensure all staff adhere to them in all processes.

• Ensure solutions are found to all escalated customer complaints.
• Oversee regular quality audits to assess and evaluate performance of the service team.
• Manage key supplier relationships, ensuring procurement standards are adhered to fully.
• Be active in the locale and community, proactively planning and delivering key events.
• Participate in the recruitment and development of the Resident Manager and Resident Host team.
• Drive the leasing of homes including listing and advertising all available homes, review pricing to drive rental income.
• Work with Customer Hub Teams to ensure that all administration is completed in a timely manner.
• Prepare Show-home and staging as and when required.
• Liaise with Retail colleagues to deliver a best-in-class retail offer.
• Liaise with estate management on all realm matters (e.g. car parks, landscaping, windows/balconies, amenity space).

Qualifications & Experience

• ARLA or equivalent industry qualification desirable.

• Previous experience in leadership / team management.
• Exceptional customer service experience.
• Excellent knowledge of compliance, health & safety, maintenance standards.
• Medium to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe.

Key Skills & Competencies

• Excellent interpersonal and communication skills, both written and verbal.
• Excellent ability to engage and be confident in dealing with a variety of people at all levels (residents, management, external stakeholders).
• Self-motivated / proactive.
• Problem solver / solutions driven.
• Adaptable and resilient, able to handle pressure and experience of handling particularly busy periods, i.e. peak periods.
• Excellent attention to detail and organised approach to prioritising tasks.

Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company.

Get Living Commitment

Diversity & Inclusion

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Health and Safety

Get Living is responsible for providing a safe and healthy environment for all employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio.

We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of our Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce.

We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit.

ESG

Get Living is committed to leading and promoting ESG initiatives as well as identifying ways to improve sustainability goals.