Job description
deverellsmith are partnering with a growing operator in the BTR sector based in Kent (HQ in Tunbridge Wells).
We are looking for those with experience in Leasing, Resident Experience and Operations to join the growing team as the "Resident Services Manager"
Key Responsibilities:
Building Presentation:
- Ensure all of the amenity spaces are clutter free and welcoming always ready for our residents to work from or entertain guests.
- Collaborate seamlessly with the maintenance staff to promptly address any issues related to the building's presentation.
Leasing:
- Managing the lettings and offer process from end to end, including arranging and undertaking viewings and checking in appointments with customers and agents.
- Handling multiple offers and confirming offer details to customers
- Conducting market research to identify local trends and market rents
- Ensure property is let in a good condition (i.e. that it is clean and there are no outstanding repairs)
- Qualify applicants by ensuring customer conforms with right to rent requirements (checking ID in person and taking photographic proof)
Lead Resident Experience and Events On-Site:
- Plan, organize, and lead resident events to enhance community engagement.
- Foster a positive and inclusive community atmosphere through various on-site activities.
- Collaborate with the local business community to create exceptional events tailored to our residents.
Customer service:
- Creating good customer relationships with all customers (existing and perspective) by sending regular updates and communication in a professional manner even when delivering difficult messages.
- Welcoming all new customers to Hero Living, registering new applicants on internal systems.
- Keeping up to date records of all customer contact on IT system to ensure a full audit trail exists.
Managing Resident Queries and Complaints:
- Act as the primary escalation point of contact for resident queries and complaints.
- Address concerns promptly and ensure resolutions that meet or exceed resident expectations.
- Listen residents' feedback to drive positive change and improvements.
- Maintain a comprehensive log of all concerns and complaints for reporting purposes.
Knowledge, skills, experience:
- Experience with building key relationships with contractors and customers alike
- An understanding of why policy and procedure is vital to good customer service
- Experience of leading a team in large or smaller capacity
- Have an organised approach to working, ensuring importance and urgency is considered for all work processes
- An open, friendly and approachable demeanour
- Be able to think strategically to ensure the smooth running of the building
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