Resident Manager (Leatherhead) 12 months FTC

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Overall Purpose

The role is needed for a fixed term period of 12 months during the busy mobilisation and leasing up of our newest neighbourhood, The Oakgate in Leatherhead. The incumbent will be part of a team responsible for ensuring our homes are fit for purpose and are prepared to a high standard for viewings. Together with the Oakgate team they will ensure our buildings are optimally occupied and they will deliver the Get Living promise by driving an excellent resident living experience that is positive and effortless.

Key Relationships

Internal: Resident Manager, wider Get Living team, business support functions

External: Prospective customers, residents, property management companies, third party suppliers

Key Responsibilities & Accountabilities

• Work with the team to mobilise the neighbourhood ensuring snagging is identified, the buildings and homes are prepared to a high standard for viewings and fit for purpose.
• Perform viewings booked in by the Customer Hub team and follow through to reservation to ensure optimal occupancy.
• Primary customer facing representative for all residents, visitors, colleagues, couriers and contractors
• Ensure current and prospective residents enjoy an exemplary experience from first enquiry to move-in and on to an enduring and sustained residency experience thereafter.
• Look for ways to do things better, change and explore opportunities to raise expectations and standards.
• Drive customer/resident satisfaction across all platforms (Zendesk/Google/Homeviews/Hubspot).
• Meet set budgeted targets for occupancy, pricing, revenue and Net Promoter Scores.

• Complete Inventory check in and check out reports on homes using Inventory Base.
• Undertake inspections of both occupied and vacant properties to ensure apartments are maintained at the required standard, reporting breaches or maintenance issues.
• Manage the Move out process including deposit release via the TDS Custodial scheme
• Accurately report and record all activity in line with Get Living controls, processes and policies.
• Ensure 100% accuracy of data recording in Yardi.
• Attend and participate in the planning of events and other resident experiences.
• Support the ongoing function of the office and availability to residents by manning phones, lobby spaces, parcels and adopting different Resident Manager roles if required due to holiday cover.
• Assist team members with ad hoc tasks where required.
• Manage Utility Bills for void units and updating utility companies with incoming and outgoing tenancies.
• Oversee parcel/postal delivery services and collection and ensure compliance with the process.

Qualifications & Experience

• ARLA or equivalent property qualification where possible (level 3 essential, level 4 desirable).
• Proven track record of outstanding customer service experience in lettings / property management.
• Intermediate to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe / Hubspot.

Key Skills & Competencies

• Proven track record of outstanding customer service skills
• Experience of viewings and leasing up desirable
• Problem solver / solutions driven
• Adaptable and resilient, able to handle pressure and peak periods
• Excellent attention to detail and organised approach to prioritising tasks
• Excellent written and verbal communication skills
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels, including residents, senior management, external providers
• Self-motivated / proactive