A residential customer facing role taking responsibility for delivering residential and property management services for a global Property Management firm. You will provide excellent quality and value within the residential environment for a wide mix of residents, Commercial Units, occupiers and visitors by supporting the Property Manager (PM). Reporting to the Head of Residential on a flagship site, you will act as the Managing Agent interface for residents and lease compliance for this unique mixed-use property.
Property Management
1. Responsible for effective and efficient residential leasehold management including all internal communication with the Property Manager, supply partners and residents.
2. Develop and maintain a professional understanding of resident representatives including any Owner's Associations, encouraging frequent and open communication and information flows on relevant building and estate issues.
3. Support site-wide communications across the residential app with newsletters, operational updates and sporadic updates.
4. Form strong relationships with key stakeholders.
5. Assist with managing all contracted services for the Concierge.
6. Ensure that all queries that reach the Concierge, the communal email inbox or the app are responded to and dealt with correctly and in a timely and courteous manner.
7. Review monthly expenditure and open commitments. Ensure open commitments are closed where no longer applicable.
8. Actively review budget vs actual on a monthly basis.
9. Manage and update all insurance claims with the broker and report monthly claims updates.
10. Update residential procedures and policies ensuring messages are on brand and are clear and concise and in accordance with the lease.
11. Ensure that all procedures and policies are communicated with residents, that information published in hard copy or on the resident's portal is maintained as 'current' at all times and that relevant testing of procedures is carried out and documented.
12. Be a point for escalation for leaseholder queries and day-to-day management issues.
Residential Management
1. In conjunction with Property Manager, implement S20 consultations from start to finish and explain the principles and steps clearly to all stakeholders. Answer observations in a pragmatic manner.
2. Record and report on leasehold management queries.
3. Develop and deliver excellent customer services.
4. Encourage frequent and open communication and information flows on relevant building and estate issues with the Owners Association and leaseholders.
5. Take notes for PM during meetings with OA or stakeholders.
6. Work in conjunction with all internal departments and lead on internal processes to deliver client KPIs.
7. Support with administration of insurance claims.
Requirements
1. Must have proven experience in a junior residential property management role (minimum 2 years).
2. Must have leasehold experience.
3. People collaboration and communication skills.
4. Understanding of residential leases.
5. Understanding of statutory regulations including requirements under the Landlord and Tenant Act.
6. Understanding of corporate structure and Client involvement.
7. Discretion and sensitivity in dealing with confidential matters.
8. Detailed understanding of RICS Service Charge Codes, Professional Statement, and regulations.
9. Strong IT skills.
#J-18808-Ljbffr