Resident Services Manager

Ellis Knight is excited to be working with a fast-moving and award-winning company in one of the most exciting subsectors of real estate: Build-to-Rent.

The Resident Services Manager will be taking overall responsibility for the scheme in Bedford, including the site itself, over 100 residents, and other team members on site. The role will be supported by a central team covering Customer Service, Operations and Block Management. You will be the face of the brand, delivering the highest levels of customer service to ensure residents have the best rental experience.

Key responsibilities and duties include:

Customer Service

• Go above and beyond to ensure a warm, welcoming environment for residents and all visitors
• Promote resident satisfaction by responding to questions, maintenance requests and complaints in a timely manner and take appropriate action to address and resolve service issues
• Manage and host regular resident social events and encouraging positive interactions on the Resident Facebook Group to build a community
• Establish relationships with local businesses

Lettings

• Maintain full rental occupancy by retaining existing residents with renewals, and advertising, carrying out viewings and negotiating lease agreements for vacant apartments
• Complete apartment tenancy inspections at move out and prior to move in and overseeing apartments turn around to ensure apartments are returned to their original standard
• Successfully deliver against operational KPIs including Net Income, Occupancy, Customer Satisfaction

Property Management

• Conduct regular property walkarounds and take appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, general appearance and appeal
• Manage on site team members including the Maintenance Technician and any temporary staff and coordinate daily activities to achieve the operational goal
• Contribute to and review operational budgets and financial performance when required and seek to find efficiencies where possible

We are seeking a fun, sociable and highly-organised individual who thrives in a fast-paced environment. You should love interacting with people face to face as well as virtually and have a genuine passion for delivering excellent customer service. The successful individual will be willing to get their hands dirty to solve challenges.