Overall Purpose Our story begins in 2013: Get Living started by creating its own industry, ‘Build to Rent’. We create brilliant, big-city neighbourhoods, each unique and compelling in their own right. Our vibrant communities connect people and create lasting social, environmental and commercial value. This role will lead the day-to-day operations at our neighbourhood, One Maidenhead. You will manage the Resident Managers and Resident Hosts to ensure the delivery of the resident experience. You will be the champion of best practice, continuous improvement and innovation. There is a high degree of accountability, responsibility and decision making. You will be expected to establish collaborative relationships with commercial operators to drive a successful neighbourhood. This role will be five days per week on-site at our Maidenhead neighbourhood and requires Saturday-working on a rota basis. Key Relationships Internal : Regional Director, Resident Experience Director, Business Support Functions, Get Living peers. External : Residents, prospective customers, property management companies, third-party suppliers, community stakeholders Key Responsibilities & Accountabilities Ensure portfolio is operated and maintained in a safe and compliant manner, ensuring the assets value and performance are maintained over time. Oversee the Marketing & Letting strategy and activity. Manage all new enquiries, viewings and the lettings process, driving sales and engaging with third party agents. Manage the resident contracting process, ensuring compliance with all standards, legislation and Get Living processes, controls and policies. Ensure any portals are kept up to date, and on a regular basis, i.e. Rightmove. Work with Resident Managers to achieve average occupancy level and pricing levels. Oversee portfolio performance, reviewing and analysing business performance and putting action plans in place as appropriate. Build and develop teams to perform at a consistently high standard of the Get Living Promise. Ensure the performance management cycle is effectively implemented across the portfolio. Lead the Resident Management and Resident Host teams at a senior level providing support and guidance where needed and ensuring that the Get Living proposition is delivered. Play the leading role in organising and delivering events, social and community initiatives to enhance the resident experience. Participate in all relevant learning and development opportunities, keeping knowledge updated at all times. Specific Tasks Oversee the delivery of operational excellence by the Manco. Manage costs in line with budgets, ensuring finance procedures are followed. Drive Get Living standards and ensure all staff adhere to them in all processes. Ensure solutions are found to all escalated customer complaints. Oversee regular quality audits to assess and evaluate performance of the service team. Manage key supplier relationships, ensuring procurement standards are adhered to fully. Be active in the locale and community, proactively planning and delivering key events. Participate in the recruitment and development of the Resident Manager and Resident Host team. Drive the leasing of homes including listing and advertising all available homes, review pricing to drive rental income. Work with the Customer Hub to ensure that all administration is completed in a timely manner. Prepare show-home and staging as and when required. Oversee the defects management process and attend meetings with the Aftercare team to ensure they are driven forward and managed. Encourage and train the team to identify what is a defect of the building and/or general maintenance. Oversee the maintenance requests and customer queries are dealt with in a timely and competent manner and scheduled correctly Liaise with Retail colleagues to deliver a best-in-class retail offer. Liaise with estate management on all realm matters (e.g. car parks, landscaping, windows/balconies, amenity space). Qualifications & Experience ARLA or equivalent industry qualification desirable. Previous experience in leadership / team management. Exceptional customer service experience. Excellent knowledge of compliance, health & safety, maintenance standards. Medium to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe. Key Skills & Competencies Excellent commercial acumen with demonstrated ability to drive performance. Excellent interpersonal and communication skills, both written and oral. Excellent ability to engage and be confident in dealing with a variety of people at all levels (residents, management, external stakeholders). Self-motivated and proactive. Problem solver and solutions driven. Adaptable and resilient, able to handle pressure and experience of handling particularly busy periods, i.e. peak periods. Excellent attention to detail and organised approach to prioritising tasks. Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company. _________________________________________________________________________ Get Living Commitment Diversity & Inclusion We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Health and Safety Get Living is responsible for providing a safe and healthy environment for all employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio. We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of our Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce. We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit. ESG Get Living is committed to leading and promoting ESG initiatives as well as identifying ways to improve sustainability goals.