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About the Role
We are seeking a dynamic and meticulous Residents Manager to lead our on-site team and ensure an exceptional experience for residents, clients, and customers. This role involves managing a team of 8 staff and overseeing concierge, security, and amenities, as well as engaging with the resident community through events and initiatives.
If you are TPI qualified or have equivalent experience, and you thrive in a team-focused, customer-centric environment, we want to hear from you.
Key Responsibilities
1. Resident Experience and Community Engagement
- Lead the on-site team to deliver outstanding resident services.
- Build strong relationships with residents, team members, and clients.
- Manage resident amenities and develop community engagement initiatives.
- Oversee the end-to-end resident journey, ensuring service delivery aligns with expectations and SLAs.
2. Team Management
- Recruit, train, and manage the on-site team, including performance reviews and 1-2-1s.
- Organise shift cover and manage holiday and sickness absences.
- Ensure a seamless induction process for new team members.
- Submit accurate payroll data, including overtime and leave records.
3. Operational Excellence
- Attend and organise internal and external meetings (e.g., defects meetings, operations meetings).
- Conduct regular site inspections, arranging remedial actions as needed.
- Oversee soft services such as landscaping and cleaning.
- Ensure 100% Health & Safety and PPM compliance on-site.
4. Asset and Risk Management
- Support mobilisation processes, ensuring tasks are efficiently completed and recorded.
- Take ownership of risk management routines, including compliance and risk assessments.
- Maintain a detailed audit trail and report on compliance levels.
5. Financial and Contract Management
- Assist with drafting, monitoring, and reporting on the service charge budget.
- Tender contracts to ensure value for money and maintain appropriate schedules.
- Record and manage contract information using internal systems.
About You
Essential Skills and Qualifications
- Experience managing a team in a customer-facing role.
- Strong organisational, leadership, and communication skills.
- Knowledge of Health & Safety, compliance, and financial management.
- TPI qualification or equivalent (desirable).
Personal Attributes
- Meticulous: Detail-oriented and process-driven.
- Dedicated: Passionate about providing excellent service.
- Smart: Innovative and resourceful problem-solver.
- Supportive: Collaborative and empathetic team player.
Customer Service Excellence
- Demonstrated ability to deliver empathetic and enthusiastic service.
- Skilled in resolving complaints and identifying appropriate solutions.
