General Manager - Build to Rent
Department: Build to Rent
Employment Type: Permanent
Location: Staines Upon Thames, Surrey
Description
Berkeley Living is a dedicated rental offering from the Berkeley Group, combining five decades of expertise in creating high-quality homes and communities with a forward-looking approach to modern living. Established to redefine the rental experience, Berkeley Living delivers homes of exceptional design and craftsmanship, supported by an unwavering commitment to service, care, and attention to detail.
Our developments are located within established, well-connected Berkeley communities, ensuring residents enjoy not only beautifully designed apartments but also thoughtfully curated public spaces, amenities, and excellent transport links. Every element has been considered to provide a seamless, stress-free experience, where flexibility meets the reassurance of a trusted and responsible landlord.
At the core of Berkeley Living is a belief that renting should be as effortless as it is rewarding. We remove complexity, anticipate needs, and foster welcoming environments where individuals can feel truly at home. In doing so, we set a new benchmark for renting – one that prioritises quality, integrity, and excellence at every stage.
What you'll be doing
This is an exciting opportunity for a highly motivated and experienced individual to lead the operations of our 187 unit scheme within Eden Grove, Staines. This role will oversee the delivery and day to day operations across one of our BTR developments. You will be responsible for driving your team to ensure seamless operational delivery and create a first-class resident experience.
You will have overall responsibility for the operations and performance of the BTR community which will include the following:
Operations:
- Develop and implement operational plans to ensure smooth and efficient day to day running.
- Lead and motivate an ambitious team, fostering a positive working environment and focusing on team wellbeing and development.
- Oversee the operations of the on-site team including recruitment, induction, learning and development in line with company policies and procedures.
- Work closely with the centralised support teams to collaborate on providing best in class customer service and resident engagement initiatives.
- Establish and maintain local relationships and partnerships.
- To promote and implement sustainability initiatives driven by Berkeley's Vision 2030 Strategy, ensuring effective void utility management across the scheme.
- To conduct routine bi-annual visits to occupied apartments for the purpose of ensuring compliance with the lease agreements and action any maintenance concerns.
- Ensure the unit turn process meets the required SLAs.
- Close liaison with the estate management team on the operation of the wider development.
Finance:
- Responsible for the management and performance of the operating budget of the scheme.
- Hold regular reviews with the maintenance, marketing and leasing teams to discuss scheme performance and agreement improvements where required.
- Ensure rents are collected in a timely manner and escape any concerns, ensuring the arrears process is followed and legal proceedings are recommended when necessary.
Health and Safety:
- Working closely with the H&S and Compliance Manager, ensure compliance with all current statutory legislation.
- Oversee the day-to-day management of reactive maintenance, ensuring jobs are allocated to the correct departments.
- Adhere to the H&S policies and procedures and ensure all contractors on site are following the relevant safe systems of work.
- Ensuring that regular building inspections are carried out to identify any H&S or security concerns and report back to the relevant centralised support team members.
Leasing and Marketing:
- Ensure regular collaboration with both the centralised leasing and marketing managers to ensure seamless communication.
- Work closely with the Leasing Manager to lead the on-site team to conduct viewings of prospective residents in the "Berkeley Living" way.
- Ensure the RSAs are monitoring all incoming enquiries and responding in a timely manner (as per SLAs)
- Ensure we comply with local licensing requirements, taking overall responsibility to ensure we have the appropriate documentation in place.
- Pro-actively review lease breaches, managing the remediation process and escalated where necessary.
Customer Service:
- Represent the Berkeley Living brand by providing outstanding customer service to our residents, contractors and visitors.
- Ensure smooth, effective communication with residents through multiple channels, promoting a thriving community.
- Ensure regular meetings with residents to identify areas of concern, issue important updates and allow free flow of resident feedback.
- Ensure smooth delivery of our Resident Engagement Strategy to promote the sharing of building and fire safety information.
- Oversee a resident events programme to drive resident engagement and retention.
- Seek ways to exceed service expectations, driving customer feedback and reviews on platforms such as Homeviews and Google.
- Be the escalation for resident complaints and ensure efficient resolution.
What you'll bring
- Proven experience in operational management, ideally within Build to Rent/Living sector.
- Strong leadership skills with the ability to inspire and develop teams.
- Excellent financial acumen and budget management experience.
- A collaborative mindset with exceptional communication skills.
- A commitment to sustainability, safety, and delivering outstanding customer experiences.
Why join us?
- Monday to Friday 9am-6pm hours.
- 25 days annual leave, increasing with service to 33 days.
- Health and wellbeing benefits including Private Medical Insurance.
- Lifestyle benefits including access to an online discount platform.
- Berkeley Foundation volunteer day.
- Private pension plan.
- Group life assurance.
Internal applicants: If you’re an internal applicant, please ensure you’ve informed your line manager of your intention to apply for this position.
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