Resident Services Manager - The Cargo Building, Liverpool Management · Cargo Building

Purpose of the Role

The Resident Services Manager (RSM) is responsible for delivering an exceptional and consistent service to both the current and potential residents of The Cargo Building. The RSM reports directly to the General Manager and is responsible for the management of the Resident Service Assistants (RSA)

Key Responsibilities

• Overall management of day-to-day Property Management, Resident liaison and Operational functions.
• Facilitating repairs and management of the building.
• Building community
• Rota, shift and absence management of the RSA’s.
• Overseeing the day to day leasing process to ensure all compliance checks are completed at each stage of the leasing process
• Overseeing the RSA’s to ensure allocated tasks are being carried out promptly and efficiently.
• Managing and mentoring the RSA’s and assisting them in carrying out their duties as necessary.
• Presenting leasing queries to the GM & Portfolio Leasing Manager for review
• Supporting the GM & RSA’s with renewals process for the development; to include initial emails, negotiations and issuing renewal paperwork
• Taking the lead on resident engagement for the site. To include, planning and delivery of the events calendar and social media posts
• Assisting the GM with the preparation of client weekly and monthly reports. To include monthly client report and monthly H & S report
• Working alongside the GM when the building is being audited by central and external partners

Skills, Knowledge and Experience

Maintenance, Operational and Property Management Tasks

• Managing health and safety matters, building signage and statutory compliance as follows:
• Assist the GM to ensure procedures regarding H&S of guests and personnel within the building are adhered to at all times;
• Be fully conversant with the fire system in the building and be able to carry out the weekly fire tests and oversee a building evacuation if required (training will be provided). Responsible for recording results in the appropriate manner and arranging works to ensure compliance where faults identified;
• Have a good understanding of repair diagnostics and potential resolutions to such issues. Be able to describe accurately faults/repairs to contractors and follow through to ensure works are completed to the necessary standard;

• Assisting GM in arranging and overseeing any major works due or underway.
• Arranging repairs to the apartments and minor repairs to building
• Assisting GM in keeping expenditure in line with budget.
• Providing decisive and effective first point response to Resident complaints and where appropriate arbitrating minor customer disputes to effective resolution.
• Managing third party contractors (maintenance, cleaning etc).
• Apartment inspections including post-tenancy repair inspections.
• Monitoring repairs including cleaning
• Placing works orders.
• Placing orders for consumables
• Ensure that all arrears are chased effectively and in line with company standards.
• Serving correct notices in line with company standards and procedures.
• Overseeing the day to day leasing process to ensure all compliance checks are completed at each stage of the leasing process
• Overseeing welcome packs are issued to new residents in line with SLA’s
• Check in and check out spot checking to ensure standards are being maintained.
• Assisting GM in occasional file auditing to ensure standards are being maintained.
• Any other duties as required.

Customer Service

• Resident engagement event planning and management.
• Making suggestions regarding potential marketing avenues.
• Ensuring that the FOH is manned at all times.
• Community engagement, with Residents and locals.
• Writing and overseeing the distribution of tenant satisfaction surveys. Providing reports on results to GM and client.
• Overseeing tenant communications keeping in line with SLAs.
• Providing content and overseeing publication of newsletters.

Personal Attributes

• Keen to take ownership of the role and responsibility for the performance of the Maintenance Operative
• Ability to lead by example
• Confident and outgoing and an expert in delivering great customer service
• Well organised and efficient
• Extremely detailed oriented
• Excellent communicator
• Quick thinker
• Able to work as part of and to lead a team
• Excellent time management skills and ability to multitask
• Ability to use initiative
• High attention to detail

Previous Experience

• Relevant experience within a busy team environment essential
• Property management & lettings experience would be advantageous
• Future leader with demonstrated leadership skills
• Good understanding and knowledge of lettings best practice
• ARLA qualified preferred but not essential

Working Hours - 5 out of 7, typically Monday to Friday, 9:00am through to 6pm

Salary - £40,000p/a + up to 10% annual discretionary bonus

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