Collins Property Recruitment is excited to be partnering with a true leader in the field of Build to Rent. We are seeking an Resident Services Manager to be based within the Newcastle cluster.
Overview:
- Job Title: Resident Services Manager
- Location: Newcastle
- Salary: £36,000 - £37,000
- Be responsible for leading, managing, and delivering the onsite resident operations.
- Responsibility includes the financial, operational, and service performance of their community.
- Help lead and develop the on-site team to excel in the delivery of the companies services.
- Manage and co-ordinate the RST and reception service, ensuring the provision of an excellent front-line service to residents via the telephone, in writing and in person.
- Keep abreast of good practice and establish new ways of providing services to customers.
- Set, review customer feedback and monitor service standards, to enhance and improve the onsite service offering.
- Be available for residents to share feedback and discuss any matters of concern.
- Ensure the RST deliver the resident move in and move out process seamlessly, and all related streams are complete with in the set time frame. Support the General Manager with the leadership of the onsite service teams.
- Create resident engagement plans, using feedback from the annual Net Prompter Score (NPS) and touchpoint survey.
- Effectively manage customer complaints, resolving complaints, problems, and requests from customers.
- Analyse statistics and/or other data to determine the level of customer service the RST are delivering.
- Work with the Lettings team to optimise rental performance.
- Educated to minimum A-Level standard or equivalent is desirable.
- Complete IRPM Level 2 or above would be an advantage.
- Previous management and leadership experience in residential property or hotel is essential.
- Good technical knowledge and previous experience of residential property repair and construction would be an advantage.
- Intermediate level ability in Microsoft office packages, including MS Excel, Word and Outlook.
- Knowledge of Landlord and Tenants Act and Housing / Rents Acts Legislation.
- Positive attitude and ability to work with little supervision.
- Customer, student, and hospitality management experience is preferred but not essential.
- Possess the ability to compile accurate reports, competent in presenting data and performance against KPIs.
Should this role not be for you, but you would like to refer a friend or colleague to us, we'll happily give you £300 worth of vouchers if we successfully place them!
