Assistant Resident Services Manager - #2160357

Assistant Resident Services Manager

37.5 hours per week, Monday – Friday, 09:00 – 17:30

About this role

We are seeking an Assistant Resident Services Manager to join our Resident Services team in Birmingham City Centre. Reporting to the Resident Services Manager, you will support the day-to-day operation of the building, helping to deliver an exceptional resident experience while ensuring high standards of service, presentation, compliance and operational performance.

As a senior member of the on-site team, you will lead by example, providing guidance and support to colleagues while taking increased responsibility for the smooth running of the building. You will work closely with residents, contractors and internal teams to ensure the property is safe, well-maintained and operating efficiently. This focus on operational excellence, compliance and resident experience is consistent with the responsibilities outlined in your existing Resident Services Manager role documentation.

The role will also involve supporting the management of budgets, monitoring building performance, assisting with compliance and Health & Safety requirements, and deputising for the Resident Services Manager during periods of absence. You will play an important role in maintaining service standards, achieving operational objectives and fostering a positive community environment for residents.

What you do

You strive to achieve excellence in day-to-day inventory processes for our apartments and reception services for the building and contribute to a positive customer experience for tenants and visitors, whilst building good working relationships with staff, residents and contractors and helping to ensure the smooth running of the building.

You will work positively and proactively with the team and take pride in ensuring a warm, professional and friendly service to all incoming and outgoing tenants, visitors and contractors in all respects.

Resident Services

This role reports to the Resident Services Manager and you will work as part of the wider Resident Services team, responsible for:

•Providing a high standard of service to residents and responding positively and proactively to resident queries.

•Completing apartment inventories and maintaining consistent inventory standards.

•Supporting apartment turnarounds and ensuring apartments are prepared to the required standard and within agreed timescales.

•Ensuring void property tasks are progressed appropriately.

•Logging residents’ utility readings, including electric, water and council tax, and communicating with utility companies.

•Supporting resident engagement and helping to minimise complaints.

•Identifying and reporting issues within the building and supporting their resolution.

•Working with contractors and suppliers to ensure works are completed appropriately and within agreed timescales.

•Occasionally providing support to other sites in the Midlands region during busy periods.

Front of House

•Assist the front of house staff member during busy periods

Team Leadership & Support

As an Assistant Resident Services Manager, you will remain an active member of the Resident Services team whilst providing additional leadership and support.

•Support colleagues with day-to-day tasks and help to prioritise the team's workload.

•Act as an escalation point for colleagues and residents where required.

•Support the Resident Services Manager with team performance, training and development.

•Help maintain high standards across resident services, reception and the building.

•Identify recurring issues and areas for improvement and raise these with the Resident Services Manager.

•Lead the Resident Services team during periods of absence of the Resident Services Manager.

Budget, Performance & Compliance

•Develop a good understanding of the building's budget and key areas of expenditure.

•Support the Resident Services Manager with monitoring expenditure and identifying potential variances.

•Understand the financial impact of operational decisions and ensure good value for money.

•Support the monitoring of key building performance, including resident satisfaction, maintenance, turnarounds, compliance and occupancy.

•Support the Resident Services Manager in ensuring the building remains compliant with relevant requirements.

•Maintain accurate records and ensure required checks and actions are completed.

•Identify and report health and safety concerns.

Deputising for the Resident Services Manager

During periods of absence, the Assistant Resident Services Manager will take responsibility for the day-to-day operation of the building within agreed levels of authority.

This will include:

•Acting as the senior on-site point of contact for residents, colleagues and contractors.

•Leading the Resident Services team and prioritising workloads.

•Managing day-to-day operational issues and making decisions within delegated authority.

•Maintaining resident service, building presentation and operational standards.

•Escalating significant financial, operational, compliance or reputational matters appropriately.

•Providing a clear handover to the Resident Services Manager on their return.

You have

•Experience working in a front of house, residential property, hospitality or customer service role.

•Understanding of excellent customer service and resident experience.

•Good organisational skills and the ability to prioritise tasks.

•Ability to use your own initiative and make sensible decisions.

•Good communication skills with colleagues, residents, visitors and contractors.

•Ability to handle challenging customers calmly and helpfully.

•An understanding of budgets and expenditure, or a willingness to develop this.

•Ability to support and guide colleagues and take responsibility when required.

Personal qualities

•Cheerful, friendly, helpful and polite.

•Reliable, proactive and hardworking.

•Flexible with a positive can-do attitude.

•Able to work alone for periods and help the team in busy periods.

•Confident taking responsibility and supporting colleagues.

•Calm and professional under pressure.

Essential

•Proficiency in Office software for emails and data entry.

•Basic Health & Safety knowledge.

•Ability to use own initiative and prioritise tasks.

Desirable

•Experience within residential property or Build to Rent.

•Experience supporting or supervising a team.

•Experience with budgets or expenditure.

•Word, Excel and ability to pick-up property management systems.

Benefits

As well as working with a friendly, inclusive, and incredibly supportive team who care about their work and take great pride in our buildings, we offer:

•Up to £33,500 plus discretionary bonus (dependent on experience)

•25 days holiday + 8 bank holidays (pro-rated if part-time)

•Group Personal Pension with Scottish Widows 5% employer contribution (salary sacrifice available)

•Cash plan

•Employee Assistance Program

•Life Assurance (4 x salary)