Key Responsibilities

Management, Customer Service and Team

• Contribute to and manage two teams: Resident Team and Leasing Team, that are task-driven and results-orientated. Reporting directly to the General Manager, you will anticipate and exceed customer expectations.
• Support the General Manager with the completion and allocation of administrative tasks.
• Prioritise customer service, ensuring residents have the best possible experience and become our ambassadors.
• Work within the Management Team to make the development the best possible place to live and work.
• Handle complaints with empathy, and praise with modesty.

Operational

• Oversee and complete administrative tasks including monitoring the site inbox and tenancy management (including rental accounts), and resident engagement.
• Support the General Manager in the management of the entire estate, including residential and commercial elements.
• Shape and deliver resident experience objectives and targets, utilising Standard Operating Procedures.
• Lead in the management of resident tenancies, including AST creation, leading on the move-in/out processes, and ensuring compliance.
• Assist in the management of the property management system, including preparing and presenting reports.
• Oversee bank accounts and payments, both from residents and suppliers, including debt management.
• Build relationships with senior team members, stakeholders, and clients across the business.
• Keep up to date with changes in technology, processes and standards within the industry.
• Offer suggestions to improve operational performance.
• Be part of the on-call rota as and when required.
• Be flexible, and hands on. Get stuck in!

Leasing

• Oversee and lead the Leasing Team Leader and Leasing Team Member and support where necessary to ensure high occupancy is achieved and maintained, this includes the process for resident tenancy renewal.
• Oversee the administrative duties undertaken by the Leasing Team to ensure accuracy and process is in-line with tenancy management data and reporting.
• Work alongside external leasing agents, building positive relationships and increasing sales.
• Play a supporting role, where necessary, in touring and leasing prospects, to maximise occupancy and revenue, including following up on leads and sales conversions.

Commercial

• Assist in the management of the wider estate, including the commercial tenants.
• Work alongside the General Manager to ensure payments are received on time.
• Establish positive working relationships with the wider estate.