Ross McEwan

Principal Recruitment Consultant - Living 

<h2 >About This Opportunity</h2>This is your chance to join us at a pivotal moment in our journey. We're looking for an exceptional Head of Portfolio to lead our high-rise building operations. <h2 >What You'll Do</h2><h3 class="text-text-100 mt-2 -mb-1 text-base font-bold">Lead Critical Relationships</h3>You'll be the lynchpin between our organisation and our appointed Tall Building Managing Agents, building trust and ensuring flawless execution against SLAs. Working alongside specialist Building Safety Act consultants, you'll guarantee full compliance while supporting agents to meet their BSA obligations. Your collaboration with our investment and development teams will be essential to delivering assets on schedule and to specification.<h3 class="text-text-100 mt-2 -mb-1 text-base font-bold">Drive Strategic Mobilisation</h3>From product delivery to customer journey, you'll make the key decisions that bring buildings to life. You'll shape the final specification of homes and amenity spaces, manage operational budgets, and ensure managing agents are launch-ready through rigorous governance. Your ability to pivot quickly when handover dates shift will keep leasing strategies on track and assets moving toward successful launch.<h3 class="text-text-100 mt-2 -mb-1 text-base font-bold">Master Portfolio Performance</h3>Post-handover, you become the driving force behind operational excellence and compliance. You'll troubleshoot complications, monitor lease-up performance, and balance occupancy with optimal rent yields. From arrears oversight to defects management, insurance claims to PPMs, you'll have your finger on the pulse of every operational detail-knowing when to act decisively and when to bring in specialists.You'll chair performance meetings, scrutinise MI data, respond to customer communications, and drive rent values through strategic reviews. When agents underperform, you'll work collaboratively to turn things around. When you spot process gaps, you'll create solutions.<h3 class="text-text-100 mt-2 -mb-1 text-base font-bold">Champion Building Safety</h3>As our BSA expert, you'll continuously improve internal processes, make critical decisions alongside specialist consultants, and ensure managing agents remain fully compliant. You'll monitor site operations vigilantly, ensuring reportable incidents are properly handled, and keep stakeholders informed with clear, timely reporting.<h2 >What You'll Bring</h2>You're a seasoned property management professional with significant experience in high-rise and tall buildings. Your deep knowledge of the Buildings Safety Act sets you apart, and you've proven your ability to drive operational performance and compliance at the highest level.You thrive managing multiple stakeholders-internal and external-with diplomacy and authority. You're dynamic, driven, and excel at working at pace in a fast-evolving environment. You see challenges as opportunities and bring both strategic thinking and hands-on problem-solving to everything you do.<h2 >What We Offer</h2><ul ><li class="whitespace-normal break-words pl-2">Generous pension contribution of up to 15%</li><li class="whitespace-normal break-words pl-2">Annual performance-related bonus</li><li class="whitespace-normal break-words pl-2">Share schemes including free shares</li><li class="whitespace-normal break-words pl-2">Lifestyle benefits including discounted shopping</li><li class="whitespace-normal break-words pl-2">30 days' holiday plus bank holidays</li><li class="whitespace-normal break-words pl-2">Comprehensive wellbeing initiatives and generous parental leave policies</li></ul><h2 > </h2>

Head of Portfolio Management

Role PurposeThe General Manager is accountable for all operational performance, administrative duties, andcompliance activities within their designated property. They ensure the smooth delivery of day-to-day services,maintain high standards of safety, quality, and customer satisfaction, and support both team members andresidents to deliver an exceptional student living experience. Acting as the key link between the on-site team andSales team, the Accommodation Manager ensures the property consistently meets its financial, operational, andcompliance objectives while fostering a positive, community-focused environment for residents.Operational Leadership <ul><li>Provide effective line management, guidance, and daily support to a small team, fostering a high-performing, motivated, and customer-focused team.</li><li>Lead recruitment, onboarding, and ongoing development of team members, conducting regular 1-2-1s and performance appraisals to set clear and achievable targets.</li><li>Manage all logistical aspects of property operations, including check-ins, check-outs, turnaround and inspections, ensuring a seamless resident journey.</li><li>Oversee the performance of third-party service providers, including cleaning, maintenance, and contractors, ensuring high service standards and adherence to contract agreements.</li><li>Serve as the primary out-of-hours point of contact for incidents, providing prompt and professional resolution of issues to maintain resident safety and satisfaction.</li><li>Ensure the property is consistently presented to a high standard, maintaining cleanliness, safety, and visual appeal.</li><li>Organise and oversee the completion of repairs and planned preventive maintenance, working with internal teams and external contractors to ensure timely resolution.</li></ul>Performance &amp; Reporting<ul><li>Take full accountability for the property's operational and financial performance, achieving and exceeding KPIs related to debt recovery, service levels and compliance.</li><li>Produce and present high-quality weekly and monthly management reports, providing insight into operational performance, expenditure, and budget variances.</li><li>Identify and implement opportunities to add value to the property and enhance resident experience through innovation and service improvements.</li><li>Monitor and review expenditure against budget, providing detailed commentary on variances and ensuring financial targets are met.</li></ul>Compliance &amp; Accreditation<ul><li>Ensure full compliance with company policies, health and safety regulations, and statutory requirements, maintaining robust systems and audit readiness at all times.</li><li>Carry out regular safety checks, inspections, and planned maintenance activities to ensure operational integrity and regulatory compliance.</li><li>Ensure all resident-reported maintenance is completed to a high standard, delivered respectfully, and within agreed SLA timeframes.</li><li>Act as a first-stage responder to complaints and incidents, ensuring fair, timely, and brand-aligned resolutions.</li><li>Support accreditation and audit processes, maintaining accurate documentation and proactive compliance management.</li><li>Ensure system administration is in line with company expectations.</li><li>Comply with the local authority concerning council tax and licensing.</li></ul>Financial &amp; Strategic Management<ul><li>Lead the annual budget setting process, ensuring accurate forecasting of income and expenditure for the academic year.</li><li>Review financial performance monthly, ensuring costs are controlled and aligned with business objectives.</li><li>Build and maintain positive relationships with universities, local authorities and key stakeholders to support reputation, support and community engagement.</li><li>Contribute to the strategic direction of the property by identifying new business opportunities, partnerships, and operational efficiencies.</li></ul>

General Manager (PBSA) 

The ideal candidates needs to be based in or around the Hampton areaWe are excited to be able to present a unique opportunity to join a progressive company as a Sales Manager in a developing community site.As a Sales Manager, you will play a crucial role in promoting and selling the lifestyle and services offered by the community to prospective residents and their families. Your primary responsibility will be to drive occupancy through effective sales strategies, excellent interpersonal skills, and a deep understanding of the unique needs of seniors, with a focus on prospect-centred selling.This isn't a traditional transactional sale. Our prospects have a fear of moving because they worry about a loss of independence. You will need to become their guide and trusted companion on their journey. So if you thrive on developing long lasting connections, while leaving a positive impact this could be a great opportunity for you.To help them on their journey you must connect on a personal level, untangle their emotions, and help them advance towards making a decision that is best for them.To be successful in this role you will need to be:Passionate and Enthusiastic:<ul><li>Approach sales with genuine enthusiasm and passion for promoting the benefits of senior living within the community.</li><li>Convey the warmth and positive aspects of our senior living environment to potential residents.</li></ul>Able to Display high emotional intelligence:<ul><li>Understand the emotions and concerns of potential residents and their families.</li><li>Tailor your approach to address the emotional aspects of transitioning to senior living.</li></ul>Practice active listening:<ul><li>To understand the specific needs and preferences of each prospect.</li><li>Utilise gathered information to provide personalised solutions and guidance.</li></ul>Creative:<ul><li>Develop innovative and creative strategies to differentiate our community and services from competitors.</li><li>Employ prospect-centred selling by tailoring solutions to meet the unique needs and desires of each potential resident.</li></ul>A Team Player with Individual Initiative:<ul><li>Collaborate with the marketing team, community staff, and other departments to ensure cohesive messaging and support.</li><li>Demonstrate the ability to work independently while maintaining a focus on individual prospect needs.</li></ul>Able to Display Resilience and Patience:<ul><li>Navigate and overcome objections with resilience and patience.</li><li>Understand the longer sales cycle typical in the senior living industry and maintain persistence in building relationships.</li></ul>Competitive and Goal-Oriented:* Set and achieve sales targets by developing and implementing effective sales strategies.Please send an updated CV to apply and receive further details.

Sales Manager

Resident Host Duties:<ul><li>Act as the main point of contact at the front desk providing a genuine warm welcome for all residents, their guests, deliveries, and contractors visiting the development.</li><li>Meet and greet and welcome new residents, providing them with essential information and assistance as part of their on-boarding.</li><li>Support existing residents with any information they may need on the management of their apartment.</li><li>Foster a positive and inclusive living environment by organising community events and activities.</li><li>Serve as a mediator for resident disputes, resolving issues fairly and effectively.</li><li>Maintain open communication with residents, addressing their concerns and providing timely responses through the ticketing system on the Residents App.</li></ul>Community Building:<ul><li>Organise, promote and participate in community events, such as social gatherings, movie</li><li>nights, and Book Club as well as hosting the monthly new resident welcome evening.</li><li>Encourage resident involvement in community initiatives and volunteer opportunities.</li><li>Promote a sense of belonging and camaraderie among residents.</li></ul>Maintenance and Safety:<ul><li>Report maintenance issues to the property management team promptly.</li><li>Support residents by assisting in ticketing repairs and maintenance within the Resident App.</li><li>Ensure that common areas and facilities are clean and well-maintained.</li><li>Promote health and safety awareness among residents and enforce community house rules and regulations.</li><li>Manage and co-ordinate access requirements for repairs and maintenance project works in the communal space and within apartments.</li></ul>Customer Service:<ul><li>Provide excellent customer service to both current and prospective residents.</li><li>Address enquiries and resolve complaints in a timely and professional manner.</li><li>Reply to resident queries and meet all response time SLAs.</li><li>Engage with residents via telephone, email, (and in the future live chat or instant message tbc) - delivering first class customer service.</li><li>Provide informed and accurate information to residents - using social platforms such as The</li><li>Resident App to promote new updates and events.</li></ul>Concierge Duties:Resident Assistance:<ul><li>Provide personalised assistance to residents, including parcel handling, dry cleaning etc.</li><li>Offer recommendations for local amenities and attractions and support with enquiries on these where possible and appropriate.</li></ul>Building Management:<ul><li>Monitor building access and security.</li><li>Assist with maintenance requests and coordinate repairs on the Resident App.</li><li>Ensure that common areas and facilities are clean and well-maintained.</li></ul>

Resident Host (Concierge) 

<h3>Latest jobs by Ross McEwan</h3>

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Ross McEwan

Latest jobs by Ross McEwan

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