Community and Operations manager BTR

Are you passionate about shaping vibrant residential communities? Do you thrive in a leadership role where you can inspire teams and drive excellence? I'm Currently working with a leading BTR managing operator who is currently seeking a Community and OPerations Manager to join team. You will play a pivotal part in the operations and deliver exceptional service to our residents. Have BTR experience or currently in the PBSA (Purpose Built Student Accommodation) or Hospitality sector keep reading.

Role: Community & Operations Manager

Location: Brighton

Reports to: General Manager

Direct reports: Resident Services Adviser, Property & Inventory Co-ordinator, Front of House

Hours of work: 40 hours per week, between 7:30am - 7:30pm, 8 hours a day, 5 days a week

Key Contributions:

• Manage the operational and customer service delivery of a prestigious Build to Rent scheme.
• Ensure smooth building operations and high-standard resident services delivered timely, accurately, and cost-effectively.
• Act as the face of the development, managing the team, enhancing customer experience, and deputising for the General Manager when required.
• Engage and build relationships with local businesses to enhance resident experience through local business discounts.

Responsibilities:

• Support the General Manager in implementing effective building processes, budgetary management, and excellent customer experience aligned with Urbanbubble's standards and key regulations (RICs, ARMA-Q, H&S).
• Contribute to weekly, monthly, and quarterly client reporting on lettings performance and operational budget management.
• Implement an engagement strategy including resident communication, events, feedback, and satisfaction levels.
• Ensure proper implementation of Health and Safety policies and procedures, providing a safe environment for residents and staff.
• Collaborate with the General Manager and marketing team to create and implement a content calendar for social channels.
• Act as a role model for organizational values, promoting peak performance through effective people management and one-to-one reviews.

Accountabilities:

• Be the first point of contact for complaints/feedback, taking a proactive approach to resolution where feasible.
• Foster community within the building by promoting resident interaction online (e.g., via social media) and hosting events.
• Achieve KPIs through effective operational management and high standards in line with Service Level Agreements.
• Maintain staff retention and satisfaction through objective setting, one-to-ones, personal development, team meetings, and performance reviews.