Senior Resident Manager (Birmingham)

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Overall Purpose

The Senior Resident Manager reports to the Neighbourhood 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.

Key Relationships:

Internal: Neighbourhood Manager, wider Birmingham team, wider neighbourhood teams, Business Support functions.

External: Residents, prospective customers, property management companies, third party suppliers, property agents, on-site retailers.

Key Responsibilities & Accountabilities

• Ensure a hassle-free experience is delivered to all residents at every stage of the resident journey from move in to move out (pre-viewing home checks, follow up leads, move-in move-out trackers).
• Engage with all residents at key stages e.g. 30/60/90 days after move-in, creating rapport and pro-actively resolving any issues before they are reported.
• Manage all new enquiries, viewings and the lettings process, including resident induction.
• Manage the resident contracting process, ensuring compliance with all standards, legislation and Get Living processes, controls and policies.
• Lead by example in driving customer/resident satisfaction across all platforms (Zendesk / Google / HomeViews) and champion neighbourhood team to do the same.
• Look for ways to do things better, change and explore opportunities to raise expectations and standards.
• 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.
• Ensure Get Living brand standards and Property Mark best practice are followed.
• Deliver key performance indicators including customer service feedback, occupancy, rent arrears, renewals, outstanding work orders, inspections, statutory compliance, deposit returns etc.

People

• Lead and manage Resident Manager to achieve their key areas of responsibility, acting as coach and mentor to build and improve performance.
• Support the Neighbourhood Manager with day-to-day tasks deputising in their absence.
• New starter inductions.
• Lead daily team 'huddles' and team meetings.
• Complete regular one-to-ones with team.
• Build relationships with the Estate Management teams to deliver smooth resolution of any Estate Management issues.
• Continuously develop positive and proactive relationships across the neighbourhood teams.
• Participate in all relevant learning and development opportunities, keeping knowledge updated at all times.

Resident experience

• Act as resident advocate in respect of delivering the resident experience.
• Ensure the face-to-face experience is always welcoming within the office environment.
• Attend resident events.
• Manage the booking of amenity space.
• Organise and put-up marketing posters around estate.
• Conduct regular quality audits to assess and evaluate performance of the Neighbourhood and team.

Compliance

• Overseeing compliance, ensuring the team adheres to relevant legislation and health & safety.
• Attend H&S meetings.
• Conduct midterm inspections.
• Apply and execute all checks required for HMO licences/ Selective Licencing
• Accompany Enforcement officer visits.
• Report communal/realm issues to Estate Management team daily.
• Contact residents on behalf of Estate Management in relation to breaches.
• Attend court hearings.
• Liaise with the bailiff and police for physical attendance at the property on the day of eviction.
• Report communal/realm issues to the Estate Management team daily.
• Contact residents on behalf of Estate Management in relation to breaches.

Administration

• Approve Purchase Orders.
• Organise rotas.
• Co-ordinate out-of-hours security cover.
• Ensure the effective use of IT systems/software to the benefit of our residents and teams.

Qualifications & Experience:

• ARLA or equivalent property qualification where possible
• Experience in leadership / team management.
• Strong customer service experience
• 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 written and verbal communication skills.
• Ability to engage and be confident in dealing with a variety of people at all levels - residents, management, external providers.
• Self-motivated / proactive.
• Problem solver / solutions driven.
• Adaptable and resilient, able to handle pressure and peak periods.
• Excellent attention to detail and organised approach to prioritising tasks.

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.