Job Description
Job Title: Resident Manager
Reports to: Neighborhood Manager
Location: Leatherhead
Contract:
* Full-time, fixed term for 12 months
* 40 hours per week
* Monday to Friday, 9am to 6pm
* Alternate Saturdays, 8am to 8pm (on a rota)
Overall Purpose:
The Resident Manager is the primary customer-facing representative, responsible for ensuring a positive and seamless resident living experience. Working closely with the team, the role involves maintaining high occupancy rates and ensuring properties are prepared to a high standard for viewings.
Key Relationships:
* Internal: Resident Manager, wider team, business support functions
* External: Residents, prospective customers, property management companies, third-party suppliers
Key Responsibilities & Accountabilities:
* Conduct viewings arranged by the Customer Hub/Site Team and manage the reservation process to ensure optimal occupancy.
* Communicate effectively with tenants, residents, visitors, colleagues, couriers, and contractors.
* Ensure an excellent experience for residents from inquiry through to move-in and long-term tenancy.
* Continuously seek ways to improve services and raise standards.
* Drive customer/resident satisfaction across platforms (e.g., Zendesk, Google, Homeviews, Hubspot).
* Achieve budgeted targets for occupancy, pricing, revenue, and Net Promoter Scores.
* Complete check-in and check-out reports using Inventory Base.
* Inspect occupied and vacant properties to ensure maintenance standards are met, reporting any issues.
* Manage the move-out process, including deposit release through the TDS Custodial scheme.
* Accurately report activities in line with company processes and policies.
* Ensure precise data entry in Yardi.
* Participate in planning and attending resident events.
* Support the office by handling phones, lobby spaces, and parcel management, as well as covering other Resident Manager roles during holidays.
* Assist team members with ad hoc tasks.
* Manage utility bills for vacant units and update utility companies on tenancy changes.
* Oversee parcel and postal deliveries, ensuring compliance with procedures.
Qualifications & Experience:
* ARLA or equivalent property qualification (Level 3 essential, Level 4 desirable).
* Proven experience in delivering excellent customer service within lettings or property management.
* Strong computer skills, particularly with Microsoft Office and industry-related systems like Yardi, RentCafe, and Hubspot.
Key Skills & Competencies:
* Proven customer service skills.
* Experience with viewings and leasing (desirable).
* Strong interpersonal skills and confidence in engaging with various stakeholders.
* Problem-solving mindset, solutions-focused.
* Adaptable, resilient, and able to manage peak periods.
* High attention to detail with excellent organisational and time management skills.
* Strong written and verbal communication skills.
* Self-motivated and proactive.
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