The purpose of this role is to manage and support in the delivery of the day-to-day resident experience objectives of the property and lead the team by example to build a vibrant, safe and welcoming community our residents enjoy being part of. Assisting the Community Manager in the day-to-day financial and operational management of the property including leasing, marketing, property maintenance and tenancy administration.

JOB DESCRIPTION

Key Role Responsibilities

• Acts as a role model at all times by demonstrating the core values.
• Actively seeks interaction and contact with residents to proactively seek to improve the front of house service delivery anticipating and exceeding resident expectations.
• Promotes resident satisfaction and retention by monitoring resident feedback including online reviews and responding to questions, requests and complaints in a timely manner, and taking appropriate action to resolve and address service issues.  
• Assists and supports the Community Manager with communications, assessment and development of team members.
• Monitors payments and chases outstanding rent arrears following rent collection processes to meet business goals whilst promoting tenancy extensions and other revenue streams.
• Co-ordinates the tenancy management process by making periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.
• Processes invoices from vendors, contractors and service providers for payment and manages communication with finance team members and other stakeholders as required.
• Ensures the operation of the community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings.
• Conducts regular community walkabouts and inspections and takes appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, and general appearance and appeal. 
• Completes relevant operational, financial and compliance administrative tasks including routine weekly and monthly reporting and ensures property data is accurate.
• Supports with resident event management within the community.
• Undertakes marketing and leasing activities including: viewings, following up on enquiries and sales conversions. 
• Develops and maintains local knowledge and information resources relevant to resident needs i.e. travel, entertainment and amenities.
• Stays informed about current market and competitor conditions.
• Assists with summer community preparations, including move-in and move-out processes.
• Assists the Community Manager to ensure the property meets necessary Health and Safety requirements, monitors incident reporting system and completes compliance activities in line with the Company’s policies and procedures.
• Participates where required in an on call roster to provide out of hours emergency support for the community.
• Works with the Community Manager in the preparation of the annual budget and monthly management accounts.

Experience & Skills

Essential

• Excellent customer service skills and significant experience in a customer facing service delivery role.
• Good team player  with strong relationship building and influencing skills.
• Ability to act autonomously, taking decisions and/or action when required.
• Fluent English verbal and written communication skills.
• Excellent organisation skills with the ability to multi task and prioritise.
• Numerical skills necessary to complete the above activities.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Flexible approach to work and adaptable to thrive in a changing environment.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

Desirable

• Previous experience supervising or leading a team to deliver excellent customer service.
• Demonstrable ability to coach and mentor team members.
• A knowledge and understanding of UK Health and Safety policies preferably with some form of recognised training i.e. IOSH or NEBOSH.