Resident Services Manager - Frederick House & Noble House, Bath Riverside

Purpose of the Role

Day to day management of the buildings.

Reporting to line manager on a daily basis.

Lettings, renewals, check-out reports, inventories, compliance, line management, client reporting.

Key Responsibilities

• Show vacant units to prospective residents and ensure new residents understand the terms when signing a lease agreement.
• Resolve tenant disputes, including noise complaints and relevant concerns to all parties' satisfaction
• Awareness of H&S requirements on site and a demonstrable ability to implement and escalate H&S matters when required
• Efficiently deal with face to face and online/phone enquiries from residents
• Promote a calm, friendly and cooperative atmosphere within the site and with the residents
• Identify ways to measure customer satisfaction and improve services
• Ensure communal areas and available apartments are well presented and appealing to prospective tenants at all time
• Coach, train, develop and engage site team members
• Report building issues to the relevant team member in a timely fashion
• Completing all applicant vetting in line with Savills procedures
• Processing offers and completing all tenancy documentation
• Provide first class customer service to residents
• Organising and running tenant services via third parties and in house
• Ensuring up to date resident communication via various channels including social media
• Creating a community feel through communication, events and innovations

• To act as first point of call for residents to report maintenance issues or other requests
• Co-ordinating all contractor appointments and defect warranty repairs, logging issues in order that required service levels are attained
• achieve positive on-line reviews and customer feedback survey
• Carry out regular inspections of communal areas and apartments
• Organising minor works between tenancies to maintain first class presentation of apartments
• Completing check in and check out reports; determining deposit returns ensuring the resident move in and move out process is seamless
• Monitor the net rent performance of the site
• Ensure H&S statutory requirements are meet across the development

In addition to the tasks described above, the job holder may be required to carry out other duties as may reasonably be required from time to time

Skills, Knowledge and Experience

• Strong customer service ethic / background
• Previous demonstrable line management experience is essential.
• Ability to work to and achieve tight deadlines with excellent organisational skills.
• Demonstrable understanding of H&S requirements on site.
• Positive, can do attitude
• Common sense approach
• Ability to think on their feet and make considered decisions
• Outgoing, warm and friendly personality
• Organised, meticulous, tenacious
• Excellent written and spoken etiquette
• Knowledge of Landlord and Tenants Act and Housing / Rents Acts Legislation.
• IT literate and Social media savvy
• Strong financial management skills
• Knowledge of other languages may be an advantage

Working Hours - Mon – Fri, 8am – 6pm 

Salary - £37,000 (up to 10% discretionary bonus) 

Please see our Benefits Booklet for more information.