Join Our Team as a General Manager at Wembley Ark! We are seeking an enthusiastic and detail-oriented General Manager to support the daily operations of Wembley Ark under the direction of the Regional Operations Manager.
About ARK Co-living:
We build homely co-living spaces in vibrant areas, where people can work comfortably, connect easily, and live, altogether better. ARK Wembley is a haven of community and creativity in vibrant North London, just a few minutes’ walk from Wembley Park where our members can stay for a night or a year and discover new faces and life-enriching experiences in London.
About the role: You will be responsible for the day-to-day management of the onsite team and ensuring that there is a thriving community within the building. You will have responsibility for building & maintaining the reputation & brand of the building in the local community, driving the revenue to achieve, if not exceed annual revenue targets of circa £5.5m, managing the costs within the limits of the budget. All whilst achieving the highest possible member approval ratings for service, responsiveness, community spirit and cleanliness, maintaining the quality of the asset to the highest standards and complying with all Health & Safety legislation to ensure the safety of residents and staff at all times.
Key Responsibilities And Activities
People Management
* Lead recruitment and training of on-site team and identify opportunities to enhance team performance and service delivery.
* Annual appraisals of direct reports and ensure appraisals and performance reviews are undertaken for all staff including regular documented 1-2-1s.
* Performance management and support HR initiatives and ensure all staff adhere to processes and meet SLA’s/KPI’s.
* Provides clear and concise instructions for effective management of on-site staff and promotes strong bonds and effective communication between staff.
Community Engagement & Satisfaction
* Deliver best-in-class service to ensure member satisfaction and retention.
* Review results of annual customer satisfaction survey and develop an action plan to produce year on year improvements.
* Connect with local charities through the Community Investment Programme and encourage residents to get involved and volunteer.
* Establish and continually review customer proposition via offers, partnerships for members etc. and Identify opportunities to enhance service improvement plans.
* Complaint and dispute resolution, working to escalation procedures and SLA timescales.
* Lead resident engagement activity and deliver events to agreed budgets.
Marketing & Lettings
* Input on all marketing strategies and channels to achieve maximum return and leverage.
* Meet and exceed income and leasing targets and implement strategies to minimise void periods.
* Know the market. Local development and rent knowledge including competitor service awareness to leverage the development and its marketing.
* Market rent assessments to support Verv-Life’s central team.
* Oversee Social media channels and content for members portal, website or app including service updates and promotions.
* Responsible for quality control of the development including apartments with focus on handover to member and EOT turnaround.
* Keep up to date with the Co-living market and industry insight, disseminating to teams and other support functions.
* Reviews all renewals and prepares budget increase recommendations according to the operating budget and market conditions that could affect profitability of community.
Financial & Reporting
* Lead annual budget setting processes including tendering and cost analysis.
* Manage and meet agreed development budget targets, exerting budget control.
* Identify opportunities for additional or enhanced income streams and develop strategies with Vervlife.
* Identify opportunities for cost efficiencies, budget savings and value add.
* Meet agreed income and expenditure KPIs.
* Produce regular asset performance reports providing clear strategies and plans for execution.
* Ensure your team are following the prescribed credit control processes when required.
Building Operations
* Overall responsibility for operations and service delivery on site.
* Monitors the maintenance activities to ensure resident requests and preventative maintenance programs are being performed according to company standards.
* Out of hours’ emergency response and attendance if needed.
* Manage any service failure issues with contractors or third parties and resolve disputes.
* Quality control spot checks of all services and presentation of the development and apartments.
* Insurance claim handling including liaison with loss adjustors and third parties.
Health & Safety Compliance
* Responsible for H&S and statutory compliance on site.
* Manage processes for suppliers and contractors to provide appropriate RAM’s where needed to comply with H&S requirements/CDM/statutory obligations before starting work on site.
* Risk Assessment management including sign off of FRA’s, H&S & WRA’s actions raised.
* Work with Fire Service and statutory bodies to support inspections, change of strategy and maintain compliance.
* Management of accident and incident reporting.
* Responsible for emergency preparedness (to agreed protocols) including regular testing and implementation as required.
Education, Qualifications & Experience
* Minimum: Educated to NVQ level 3 and/or GCSE level 9 - 5 standard or equivalent. Ideally with ‘A’ level(s) or equivalent.
* ARLA or IRPM qualification desirable.
* Previous experience in residential property (student or private rented preferred) or hotels is a MUST.
* Up to date knowledge of English statutory letting requirements.
* Experience of working to budgets and targets.
* Experience of managing a small team of people.
Personal Requirements
* Positive, professional and customer focused with an ability to build relationships.
* Friendly and approachable, self-motivated, professional, resilient, adaptable.
* Excellent communication skills displaying sensitivities to and understanding of members’ needs.
* Ability to gather, assimilate, analyse and effectively summarise information and give briefings/prepare briefing notes, presentations as necessary.
* Excellent analytical skills, including being able to provide reports in an excel format.
* Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines.
* Ability and willingness to work flexible hours, weekends and bank holidays as determined by the needs of the business.
Why Join Us? At Wembley Ark, you’ll be part of a forward-thinking team dedicated to transforming urban living. This is your opportunity to make a real impact in a vibrant community setting while advancing your career in property management.
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