The Senior Resident Manager reports to the Neighbourhood Manager. The role is responsible for ensuring high standards of customer service are delivered at all times and drive an excellent resident experience. The role leads and manages the neighbourhood team to ensure smooth daily operations are delivered in an efficient and effective manner, coaching and supporting Resident Managers in handling the resident experience.
Key Responsibilities & Accountabilities
1. Support the Neighbourhood Manager in ensuring an exemplary experience is delivered to all residents at every stage of the resident journey, from move in to move out (pre-viewing home checks, follow up leads, move-in move-out trackers).
2. Lead and manage Resident Managers to achieve their key areas of responsibility, acting as coach and mentor to build and improve performance.
3. Engage with all residents at key stages e.g. 30/60/90 days after move-in, creating rapport and pro-actively resolving any issues before they are reported.
4. Lead by example in driving customer/resident satisfaction across all platforms (Zendesk / Google / Homeviews) and champion neighbourhood team to do the same.
5. Look for ways to do things better, change and explore opportunities to raise expectations and standards.
6. Drive for success personally and inspire neighbourhood team to do the same against all KPI’s.
7. Aim for the highest quality standard of homes and meet/exceed turnaround times.
8. Ensure Get Living brand standards and Property Mark best practice are followed.
9. Deliver key performance indicators, including customer service feedback, occupancy, rent arrears, renewals, outstanding work orders, inspections, statutory compliance, deposit returns.
Qualifications & Experience:
1. ARLA or equivalent property qualification where possible
2. Experience in leadership / team management
3. Medium to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe
4. Excellent interpersonal and written and verbal communication skills.
5. Ability to engage and be confident in dealing with a variety of people at all levels - residents, management, external providers.
6. Self-motivated / proactive.
7. Problem solver / solutions driven.
8. Adaptable and resilient, able to handle pressure and peak periods.
9. Excellent attention to detail and organised approach to prioritising tasks.
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