ROLE PURPOSE

To oversee the day to day operation of the estate, which includes residential units, a retail unit, a gymnasium and a theatre. The estate manager will be the principle contact ensuring the effective delivery of periodic maintenance, security, cleaning, service charge and lease management, sub-contractor management, and liaison with the property landlord and stakeholders. This is a customer facing role taking responsibilities for delivering site based property management services across the estate, delivering the brands vision & values in an innovative, operational efficient manner providing an excellent quality and value residential and commercial environment for a wide mix of residents, occupiers and visitors.

Reporting into the SPV Property and Head of Operations, lead the Estate team in delivering operational objectives in line with the business plan and in keeping with its mission, vision and values.

Key Responsibilities:

• To provide senior professional management of all building and engineering related matters with direct responsibility for a large professional and technical workforce, contract procedures, plus financial control of large budgets
• To contribute to the capital and site development and long-term Estates strategies
• To provide, coordinate, develop and manage highly specific and highly complex specialised engineering and building input into capital site development and modernisation projects
• To ensure the operation of all engineering and building services is in accordance with relevant codes of practice and statutory requirements
• To give senior managerial input/support to brand objectives
• The post holder will be expected to make decisions/judgements involving complex facts or situations where expertise in a field is required (Engineering, Estates issues, and finance are examples)
• The post holder will initiate and manage capital plant replacement and other programmes

KEY ACCOUNTABILITIES

2. Property Management

Key Performance Indicators: NOI, Service Charge budget performance, Customer Service, Health and Safety Audit

• The post holder will be responsible for implementing and ensuring compliance of a range of policies for the Estates Department and other departments/services. These will include Estate wide policies
• Work effectively with all parties to ensure that the asset register and property database is maintained and updated, ensuring the accuracy and maintenance of records for the specified area
• Liaise with the construction contractors after-care team and manage efficiently the defect process during the warranty period
• Ensure Health & Safety regulations and other estate management policies are adhered to throughout all levels of the estate and General and Fire risk assessment recommendations are implemented
• Monitor compliance with all planning/section 106 requirements including the travel plan and car club

3. Facilities Management

• Responsible for the maintenance and operation of physical assets and engineering services
• Identify, manage and monitor planned preventive maintenance programmes
• Build an understanding of, and relationship with, key suppliers to ensure effective overview of the contracted maintenance and thereby ensure all contractors provide a high standard of workmanship and offer value for money
• Monitor and inspect the common parts of the Estate to pro-actively ensure repairs and maintenance are addressed according to the planned maintenance programme and/or dealt with by the onsite maintenance team
• Manage the relationship with the independent ESCO district heating system manager, supporting the liaison process between the operations team and the tenants
• Provide day to day management of all approved capital projects
• Manage the activities of the sub-contractors who provide cleaning, refuse collection, pest control, landscaping, security and other related services
• Manage all statutory compliance processes including those related to L8, RIDDOR, Regulatory Reform (Fire Safety) Order 2005. Build and manage a robust Health & Safety compliance regime across the estate
• Ensure insurance claims are managed and processed efficiently and correctly

4. Finance Management

Key Performance Indicators: Service Charge budget performance, NOI

• To be accountable for the management of the property Operating & Capital budgets including establishing and delivering service charge budgets
• Liaise with the Finance Team and Operations Team in meeting the service charge budget
• Contribute to the preparation of annual and project budgets, including reserve funding
• Identify opportunities for financial savings/efficiencies
• Report and follow the corporate processes for management of reactive maintenance
• Contribute to the preparation of the year end accounts
• Consider impact on customers, people, organization and budget when making decisions and ensure a balance is maintained across competing objectives and needs
• Close liaison with finance team to ensure property asset register is accurately maintained and that rates/rent budgets are set appropriately

5. Develop and manage Estates Team

Key Performance Indicators: Employee Attrition

• Effectively manage estates team performance confidently and consistently addressing performance and behavioral issues honestly and promptly where necessary
• Support the planning and management of resource levels including the management of shift rotas and peak operational activity to successfully deliver excellent service and effectively control costs
• Inspire and motivate the property team to engage and commit to overall business plan, vision and values
• Support the recruitment, coaching and development of all property team members identifying and nurturing talented team members to support retention and succession planning
• Focus on delivering excellent customer and stakeholder experience, regularly seeking and acting on feedback
• Support the Operations Manager in generating reporting on key operational metrics to measure and monitor performance and support the development of continuous improvement
• Recognize and reward compliance with business process and support the Head of Operations in addressing noncompliance appropriately clarifying negative impacts
• Develop and maintain key stakeholder relationships and other tenants to facilitate the smooth running of the estate
• Liaise with colleagues across the organization, including senior management, to develop strategy and seek necessary approvals
• Frequent interaction with tenants as well as local communities, local authorities, property consultants, solicitors, professional bodies and other