Residence Manager
7 days ago
Fulham
The Residents Manager will lead the on-site team to provide our residents, client, and customers an exceptional experience. They have responsibility for: - 1. The Concierge, Security, and Amenities (if applicable) teams 2. Our fantastic resident amenities 3. Community engagement and events The Residents Manager should strive to become a key contact for our residents, team members and client through building strong relationships. They will take ownership of the end-to-end resident journey and experience, from the point of move in onwards. Seeking to enhance the resident experience wherever possible, ensuring service delivery against service expectations and SLAs. Overseeing any front of house offering and concierge service and establishing and implementing amenity management and customer engagement strategies and initiatives. Asset Management: To support the ongoing asset management routines of the development, aiming to ensure contract, risk and mobilisation management tasks are completed in an efficient and timely manner. Mobilisation: Supporting the POD mobilisation process. This will include but is not limited to: - 1. Liaising with key stakeholders such as the client, outgoing agents, the POD new business team, client relationship team and POD employees generally. 2. Ensuring mobilisation tasks are meticulously completed and recorded in the relevant systems. 3. Helping to enhance the customers initial experience of POD via the completion of the mobilisation actions in and efficient and timely manner. 4. Arranging for others to complete tasks as and where appropriate. 5. Reporting on mobilisation statistics and defining actions to improve the same. Risk Management: Taking ownership of the developments risk management routines where appropriate, utilising PODs systems and processes to ensure compliance. This will include but is no limited to: - 1. Liaising with the client relationship / support team, contractors, and customers to facilitate risk assessments and routine risk management tasks. 2. Maintaining a detailed audit trial of all actions and certification within the POD system. 3. Reporting on compliance levels within the development and defining actions to improve the same. Health and Safety: 1. Support with the monitoring and supervision of contractors, carrying out works on and around the development 2. To ensure all irregular incidents are investigated and reported to the Estate Director. To provide a response to emergency queries (out of normal office hours) directing colleagues as appropriate including attendance where necessary 3. Ensure 100% H&S and PPM compliance on the estate including Risk Management in collaboration with the Maintenance team 4. Undertake required risk assessments, health and safety checks and routine testing requirements ensuring concerns are acted upon Contract Management: Taking ownership of the developments contract management routines where appropriate, utilitising POD systems to ensure the appropriate contracts are tendered, implemented and any arising actions recorded. 1. Liaise with the client relationship / support team and contractors to ensure each development has a completed and appropriate contract schedule implemented. 2. Tender contracts and ensure value for money is obtained. 3. Ensure the necessary information is saved to the POD systems and any relevant actions are diarised as appropriate. Financial Management: Assisting withthe drafting, control and reporting of the service charge budget and expenditure of the Development. Team Management Ensuring a great internal customer experience, motivating and supporting all direct reports Overseeing the recruitment of new team members - working closely with the Talent Team and Recruitment Agencies Ensuring a smooth and meticulous induction is planned for each new starter along with all the necessary training Performance management of the team, including quarterly 1-2-1s and annual appraisals Managing holiday and sickness absences including recording in Sage HR and organising shift cover Sending accurate payroll information over to Payroll every month including overtime, unpaid leave etc.General Management Attend and organise internal and external meetings including defects meetings, ops meetings, client meetings etc. Taking responsibility for all soft services such as landscaping, cleaning etc. Carrying out regular inspection audits of the site and take/organise remedial action if and when required PERSONAL SPECIFICATION: At POD, we are responsive, dynamic and we take pride in what we do, we are meticulous in our approach, so that customers experience great service. At POD we are committed to: The POD Values You should always display the key POD values: * Meticulous- preparation, process, detail, diligent, methodical, specific * Dedicated - commitment, belief, passion, self-discipline, enthusiasm * Smart - innovative, resourceful, original, creative, effective * Supportive - collaborative, honest, communicative, flexible, team-player Customer Service Act as an ambassador of the POD brand, recognising the importance of exceling at customer service both externally and internally. * Always interact in an enthused and empathetic manner * Answer the phone politely, identifying yourself and the POD brand. * Answer emails and any other medium of correspondence politely, identifying yourself and the POD brand. * Respond to complaints or concerns and find the appropriate solution. Seeking the support of your wider POD team as appropriate. * Be empathetic in relation to our customers' requests, queries, or concerns. * Request further inhouse training or learning if you deem it is required. For line management roles you must seek to embed the same into your team. Health & Safety We are committed to ensuring the health and safety of our employees, clients and anyone affected by our business activities, and to providing a safe environment for all those attending our premises. Every employee at POD plays a part in ensuring we achieve this, remaining mindful that we will take care in everything we do: * All employees should use our smart technology to record and manage their safety routines, learn from trends, and seek to improve together. * All employees should be dedicated to keeping their sites, residents, visitors, team and workplaces safe. * All employees should be meticulous in their approach to safety, tracking, inspecting, monitoring, auditing, reviewing, recording, and learning. * All employees should support each other to ensure we take care of our physical and mental wellbeing. We are committed to maintaining safe and healthy working conditions through control of the health and safety risks arising from our work activities, taking steps to prevent accidents and cases of workrelated ill health. Employees should be conscious to their responsibilities in this regard and seek clarity if they so require it. Financial Management In the context of your role support the wider POD team with the ongoing financial management of the development. Remaining conscious of development budgets, asking for information as needed. Compliance All employees must be responsible for ensuring compliance with all company rules, procedures and obligations in relation to data protection and the safe storage, processing, sharing and use of data in relation to the company, its clients or customers Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age
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