General Manager

General Manager

Site Liverpool, L2 7NX

Reports to Chief Operating Officer (COO)

Working Hours Monday to Friday, 9am to 6pm, and additional hours, as required by the business

Company

The James Liverpool exists to support their residents personally and professionally by providing a home and lifestyle that helps facilitate their ambitions.

Their communities are intended to enable residents to enjoy more than relaxing in their private studios. Working from home, socialising in the communal areas, exercising in the gym, and joining personal and professional development events are likewise key aspects of their living experience.

They are a fast-growing portfolio with communities in the main UK regional cities, including Liverpool, Manchester, Sheffield, and Birmingham.

Their community in Liverpool - their first - is now a vibrant hub for young professionals and recent graduates. They are located in the heart of Liverpool’s iconic city centre and steps away from its best social, cultural, and work opportunities.

Your Role

As the General Manager, you’ll be running the daily operations of the companyl. You’ll be leading and motivating your team to meet all company goals, while delivering exceptional service to your residents.

You’ll have autonomy in your daily work whilst still working closely and reporting to the Chief Operating Officer (COO). As a result, you must be self-motivated, ambitious, versatile, self-motivated, highly organised, commercially astute, and a reliable individual with a love for the property and hospitality industries.

What you’ll be doing

Commercial

• Leasing up all units and maintaining 100% occupancy rate in perpetuity
• Meeting - and exceeding - revenue targets, and constantly pushing rental and other revenue growth
• Keeping costs to a minimum while staying within budget

Operations

• Collecting all the rent owed and maintaining a £0 aged debt
• Overseeing the site daily operations, including compliance to SOPs, policies, procedures, and service standards
• Managing your residents' living experience from enquiry to departure throughout their tenancy cycle
• Promoting the company values and contributing to maintaining a strong work culture
• Ensuring all property’s management systems have accurate financial and resident information
• Responding appropriately to emergencies or urgent issues as they arise
• Providing timely, accurate, and complete weekly operational reports to the COO
• Attending regular P&L reviews with the COO
• Reconciling residents’ electricity usage at the end of their leases
• Ensuring completion of move in and out inventory reports
• Placing tenancy security deposits in TDS within 30 days of getting it, and returning them to residents within 10 days of their departure
• Terminating leases and initiating eviction proceedings
• Establishing and maintaining strategic and long-lasting relationships with stakeholders

Customer Service

• Ensuring your team always delivers the highest level of service to your residents
• Meeting target scores on Homeviews and Google Reviews
• Responding to online reviews within 24 hours of their receipt
• Monitoring resident satisfaction through external and internal platforms
• Conducting service recovery procedures as required

Sales & Marketing

• Managing online and offline distribution channels, including property portals
• Surveying local market and competition, and identifying market trends
• Suggesting rent price changes
• Handling and converting enquiries in all forms, and maintaining a tenancy

Other

• Overseeing and ensuring full compliance of security, fire prevention, and other safety systems
• Overseeing completion of all PPM activities and ad hoc projects
• Obtaining quotes and undertaking due diligence for employees or contractors as needed to maintain, repair, or improve the property

People

• Leading and motivating your team
• Clearly communicating goals, tasks, and feedback
• Holding two regular team meetings and performance reviews
• Using a diary to keep track of your team's performance, and providing regular feedback
• Holding quarterly appraisals with all staff in March, June, September, and December
• Reviewing and approving annual leave requests in line with operational needs, and registering staff absence on the BrightHR website
• Training and developing new members of the team
• Performing other reasonable job duties as required by the business

Your background & required skills

• Three years’ experience in property management in the Build-to-Rent (BTR) sector
• Excellent general business knowledge base and understanding of business functions such as Finance, HR, Sales & Marketing, etc.
• Comprehensive knowledge in the following areas:
  • P&L statements and ability to react with impactful strategies
  • Health & Safety and building regulations
  • Tenancy Legislation (AST, licences, sections 8 and 21, tenancy deposit protection, and inventories)
  • MS Office, Google Suite, Spike Global (property management system), Inventory Hive, and project management tools
• Positive, result-oriented, can-do attitude, sharing perspectives to achieve personal and organisational targets
• Excellent communication skills; ability to communicate clearly in any medium
• Strong teamwork and team leadership skills; cooperative working style
• Customer centric with outstanding people and client management skills
• Strong project management skills to coordinate with diverse teams and meet project deadlines
• Ability to make things happen in creative ways despite a lack of resources
• Motivation for sales and ability to negotiate and sell
• Excellent problem solving and decision-making skills

• Liverpool’s city centre knowledge is desirable

They celebrate diversity and welcome all qualified applicants regardless of their background.