Residential Operations Manager

Our Client are currently looking for a Resident Operations Manager to join their team at a luxury residential development based in Reading, assisting the Estate Manager with the on-site team.

Working Monday to Friday with the hours of 9am - 5:30pm.

Salary is £36,000 - £40,000 annually.

Duties include:

• Dealing with customer queries; verbally and in written form.
• Manage electronic data and e-mails, responding within 24hrs.
• Answering phones being the first port of call for anyone who calls the office, ensuring that phones are answered within 3 rings.
• Raising complaints with contractors when works aren't completed to a satisfactory standard.
• Follow up of H&S, FRA, Site reports and lift engineering works, ensuring that all reports are actioned appropriately under the supervision of the property manager.
• Completing minutes and site reports within 5 working days.
• Liaise directly with the Estate Manager to ensure that orders can be raised, and it is an appropriate fee to spend.
• Diary Management of the Estate Manager/ Site.
• To live our core values, do what you say you will do, contribute positively to our company culture and be someone your team can count on.
• To work effectively with other members of the team.
• Providing all-round excellent customer service
• Provide advice and information to tenants, residents
• Promote tenant and resident engagement
• Attend internal and external meetings as required
• Deal effectively with complaints in line with the procedures, managing each through to completion
• Provide efficient and accurate support to ensure the smooth running of the department
• Responsible for reactive maintenance when an issue is reported either via email or phone call etc, then ensuring that job orders are raised appropriately before sending contractors to site, whilst keeping the customer informed.
• Set up or monitoring of Insurance claims.
• Writing leaseholders and resident letters regarding different issues relating to the block
• Liaise with onsite staff so you are aware of what is going on onsite, along with working with them to ensure the best possible service.
• Ensure that onsite staff have appropriate materials for offices etc (toilet rolls, printer ink, paper etc)
• Assisting the Estate Manager with large projects to ensure smooth running.
• Answering any queries that may involve your sites and provide adequate cover when Estate Manager is not in the office.
• Sending SMS, emails for updates on urgent issues.
• Sourcing local contractors.
• Put contracts in place.
• Meeting with clients/customers on site with complicated reactive issues
• Finding ways to reduce costs and improve service provided by working to find and build a good relationship with contractors.
• Write/contribute to content of monthly newsletters.
• Re-tendering contracts to ensure best value (cleaning, gardening etc.).
• Attending AGMs/client meetings and writing/sending out minutes
• A desire to learn and gain knowledge of property management principles and procedures.
• Strong self-motivation to keep improving, learning, and developing.
• Good soft skills when dealing with people to empathise and understand the customers' needs.
• Working knowledge of windows-based spreadsheets - i.e. Excel
• Ability to use Microsoft Word and Excel
• Good written and verbal communication skills.