Purpose of the Role

Driving the Built To Rent performance and operations on the London based sites within a larger client portfolio.

You will have overall responsibility for the operations and performance of the BTR properties and portfolio within your cluster. You will be ensuring the smooth running of the lettings, apartment level property management, customer experience and ensuring that your team engage with residents in a professional and approachable manner.

Your role will also to be to support the Senior Portfolio Manager’s in other areas of the portfolio where required such as site visits to other assets outside of your cluster, mentoring Residents Services Managers and shaping future strategy for the Built to Rent operations.

Key Responsibilities

Staff

- Direct responsibility for the site-based management team (Resident Service Managers) and support with relevant subordinates.

- For direct reports, provide induction training for all team members ensure each new team members are provided with a 3-month induction plan, training records and access to learning tools and a mentor.

- Lead direct reports using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning

- Complete regular 121’s with the direct reports and ensure they are also doing the same with their direct line reports

- Drive training and strategy to build a team within each asset and ensure consistency of strategy and performance across the portfolio.

- Assist with relevant recruitment and onboarding.

Leasing

- Provide the Senior Portfolio Manager and Leasing Managers with insight into the local market, competitors and local demographic.

- Ensure leasing strategy and performance is consistent on all sites.

- Directly deliver leasing strategy with support from the senior team members.

- Direct reporting to Leasing Team of statistics and support.

- Ensure sites are delivering portfolio wide KPIs with leasing and reporting.

- Where required assist on site teams Manager with the tenancy journey from enquiry through to move in.

Financial Management

- Ensure all purchasing levels are within authorised limits using nominated suppliers only.

- Work on relevant systems and ensure processes are followed.

- Control all costs within budgeted responsibilities, maintaining records of all spend per property.

- Ensure all invoicing for your properties is correct and all financial procedures are adhered to.

- Take the lead on bad debt and legal cases ensuring the Savills accounts team are kept updated and legal processes are instructed as required.

- Establishing and delivering additional income streams where appropriate

- Analyse site expenditure and look for ways to gain cost savings where appropriate.

- Hold business reviews quarterly with all RSM’s to discuss site performance and agree improvements.

Property Management

- Maintain excellent working relationships with external contractors and suppliers.

- In the event of any major incident or crisis be available to support team.

- Ensure maintenance is being addressed within appropriate timeframes and KPIs to ensure consistent and high levels of customer service and compliance with relevant regulations.

Customer Service

- Drive the creation of a community feel through communication, events and innovations

- Coordinating social media activity consistent with wider strategy and marketing team

- Be the first point of contact for the RSM’s regarding any complex resident’s complaints to ensure these are resolved within relevant time scales

- Ensure all of your teams are providing excellent service to residents

Skills, Knowledge and Experience

- Proven history in Build to Rent in similar roles.

- Strong customer service ethic / background.

- Proven experience of managing multiple locations/sites.

- Proven experience managing large teams.

- Experience in managing expenditure against budget.

- Clear understanding of relevant H&S compliance and regulations.

- Common sense approach.

- Ability to think on their feet and make considered decisions.

- Outgoing, warm and friendly personality.

- Organised, meticulous, tenacious.

- Excellent written and spoken etiquette.

- IT literate and social media savvy.

- Strong financial management skills.

- ARLA – Desirable.

- IOSH – Desirable.

Working Hours - Monday – Friday 9am – 6pm. There may be occasions due to business needs to work outside of these hours.

This role is based at The Picture House. To also cover the following sites - The Assembly, The Highline, The Forge, Sienna House, Florence House, Thornton Park

Salary - £60-65K + Discretionary Bonus

Please see our Benefits Booklet for more information.