Location: Manchester and in the field at our buildings
Contract: Fixed term, full time: Monday – Saturday (at least one Saturday per month, to be on call to support the ACMs)
Direct reports: Assistant Community Managers (x5)
Reporting to: Head of Communities and Mobilisation
Company Overview
Ocasa is not your typical property management company - we're redefining how residential properties are managed in the UK. Established to oversee a private investment fund's residential portfolio, we focus on delivering exceptional experiences to residents living in our high-quality, yet affordable homes.
As a forward-thinking company, we’re continuously innovating, streamlining processes and embracing smarter ways of working. We actively encourage our team members to bring new ideas to the table, and we take suggestions seriously. Now is the perfect time to join us on our exciting journey of transformation and become part of a company that thinks differently, values your perspective, and welcomes your contribution. At Ocasa, your ideas will help shape our future.
Role Overview
The Senior Communities and Mobilisation Manager leads our team of Assistant Community Managers who focus on delivering exceptional in-person customer service to prospective and existing residents. The Senior Communities and Mobilisation Manager also supports the Head of Communities and Mobilisation with the effective delivery of mobilisation processes and procedures.
Key Responsibilities
1. Effectively lead the on-site Communities team, leading by example promoting the highest standards of customer service.
2. Effectively manage performance across the team, motivating the Communities team to meet and excel individual and team KPIs. Identify learning and development opportunities within the team, deliver and organise both in-house and external training.
3. Effectively manage community operations across the portfolio, ensuring residents and their homes are maintained to the highest standards, in line with service level agreements and regulatory requirements.
4. Implement and deliver a schedule of site visits across the portfolio, including daily, monthly and quarterly resident touch points, inspections and assessments, ensure actions are followed through to completion.
5. Manage work schedules of your team, ensuring cover is provided across all portfolio regions.
6. Regularly visit portfolio locations to conduct spot checks, ensuring processes, policies, procedures are adhered to throughout the portfolio.
7. Ensure all community services are delivered against set budgets, approve and manage communities purchasing.
8. Support the Head of Communities and Mobilisation with the management of asset handovers.
9. Adhere to mobilisation procedures, carrying out due diligence with sales/handover process.
10. Support the Head of Communities and Mobilisation with identifying risks within the sales/handover process.
11. Attend in person meetings on-site and in the office with relevant colleagues and departments to resolve and manage complex portfolio issues and cases.
12. Work closely with the Senior Management Team, escalating risks and offering solutions to resolve and manage.
13. Collate and present department reports to senior management e.g. portfolio performance reporting.
14. Support the Head of Communities and Mobilisation and other members of the Senior Management Team with additional tasks and projects.
Experience and Qualifications
1. Strong residential lettings experience, including managerial/supervisory experience of an on-site property management team.
2. Experience in a sales and customer service team manager role, evidence improving customer service and sales performance.
3. Strong industry working knowledge, specifically knowledge in relevant property management legislation.
4. Experience in mobilisation of assets processes and procedures.
5. Strong people management skills, including demonstrable evidence of effective performance management, delegation and independently resolving and managing team challenges.
6. Exceptional customer service skills, demonstrable evidence of being in a customer service lead role within the industry, setting an example of highest standards of customer service to others.
7. Effective analytical, problem solving and decision making skills.
8. Evidence of continual learning and development within the industry.
9. Experience collating and presenting reports to Senior Management.
Company Benefits
1. Enhanced Pension
2. 25 days annual leave, plus UK bank holidays
3. Your birthday off
4. Time off to move home
5. Life assurance
6. Group Income Protection
7. Private healthcare via Bupa (taxable benefit)
8. Commitment to your learning and development
9. Employee wellness resources and events
10. Employee Assistance Programme
11. Regular team building events
Our Values
We have built a business to be proud of and our values are key to our ongoing growth. All Ocasa colleagues are expected to demonstrate our values in their ways of working.
Considered
We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.
Principled
We believe in doing the right thing, and we hold our principles closely in everything that we do.
Empathetic
Empathy is key to creating a culture that’s open, supportive, and kind. Whether it’s working with colleagues, residents, or external parties, we treat everyone with empathy.
Knowledgeable
We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do.
Additional Information
Regular travel across Ocasa locations is required. Travel may require overnight stays.
The successful candidate must, by the start of the employment, have permission to work in the UK.
We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK, employment referencing, DBS check, and depending on the role, further checks may need to be conducted.
We know that to be truly innovative, we need to have a diverse team. That is why Ocasa Homes is committed to creating an inclusive environment and is proud to be an equal opportunities employer.
We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you: recruitment@ocasahomes.co.uk
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