Resident Experience Manager - One Eastside, Birmingham Business Operations One Eastside

To lead the onsite resident experience team and resident services alongside the General Manager at a new build residential development comprising 667 apartments in a large scale, luxury scheme in Birmingham.

Responsible for the delivery of a first class customer experience and the management of a team of 6 who will be responsible for all front of house services including administration, compliance, events, and liaising with residents, visitors and the wider local community.

Building effective relationships with our residents will enhance the community spirit and everything we deliver should be done with our residents at the forefront of our minds - as the Residents Experience Manager it will be your responsibility to drive exceptional service at all times.

• Ensure you and your team make residents feel welcome and safe, from the moment they walk into the building on their first day to the moment they leave.
• You and your team will be the first port of call for residents, offering assistance to (and resolving where possible) enquiries at the Front Desk, including logging maintenance requests, event ideas, or simply listening.
• Report and address any resident feedback, sharing it with the relevant teams.
• Welcoming new residents when they move into the property, overseeing or assisting the initial check in through to welcome tours.
• Assisting with resident move outs, including inspections and deposit returns.
• Being proactive and reactive to any operational tasks to ensure the smooth operation of the property.
• Responsible for executing our brand standards at the front of house.
• Support and work with the entire on site team to help ensure an exceptional level of customer service.
• Ensure 100% compliance and carry out regular audits.
• Forge productive relationships with key service partners such as estate developers, contractors and wider estate managers for the benefit of residents, and seek economies of scale for efficient building operation.
• Organise and run resident events and services via third parties and in house.
• Ensure up to date resident communication via various channels, including social media.
• Seek special offers and discounts for residents from local businesses.
• Assist and oversee the coordination of all contractor appointments and defect warranty repairs, logging issues to achieve required service levels.
• Assist with or organise minor works between tenancies to maintain first class presentation of apartments.
• Assist the credit control team to ensure the timely payment of rents and liaise with residents to address problem cases.
• Provide regular asset performance reports and attend monthly meetings with the line manager.
• Assist in managing the building expenditure budget and ensure value for money from suppliers, maximising the net operating income.
• Establish and deliver additional income streams where appropriate.

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.

We need someone who can multi task, is happy to take control, be accountable and who wants to work in an exciting and dynamic environment.

• Strong customer service ethic/background
• 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
• IT literate and social media savvy
• Strong financial management skills

Working Hours - 5 over 7 days (40 hours per week) - Flexibility is required

DNI

Please see our Benefits Booklet for more information.