Description
Overall Purpose
Our story begins in 2013: Get Living started by creating its own industry, Build to Rent. We create brilliant, big-city neighbourhoods, each unique and compelling in their own right. Our vibrant communities connect people and create lasting social, environmental and commercial value.
This role will lead the day-to-day operations at our neighbourhood, One Maidenhead. You will manage the Resident Managers and Resident Hosts to ensure the delivery of the resident experience. You will be the champion of best practice, continuous improvement and innovation. There is a high degree of accountability, responsibility and decision making. You will be expected to establish collaborative relationships with commercial operators to drive a successful neighbourhood. This role will be five days per week on-site at our Maidenhead neighbourhood and requires Saturday-working on a rota basis.
Key Relationships
Internal: Regional Director, Resident Experience Director, Business Support Functions, Get Living peers.
External: Residents, prospective customers, property management companies, third-party suppliers, community stakeholders.
Key Responsibilities & Accountabilities
- Ensure portfolio is operated and maintained in a safe and compliant manner, ensuring the assets value and performance are maintained over time.
- Oversee the Marketing & Letting strategy and activity.
- Manage all new enquiries, viewings and the lettings process, driving sales and engaging with third party agents.
- Manage the resident contracting process, ensuring compliance with all standards, legislation and Get Living processes, controls and policies.
- Ensure any portals are kept up to date on a regular basis (e.g., Rightmove).
- Work with Resident Managers to achieve average occupancy level and pricing levels.
- Oversee portfolio performance by reviewing business performance; implement action plans as appropriate.
- Build teams that perform consistently at a high standard of the Get Living Promise.
- Ensure effective implementation of performance management cycle across portfolio.
- Lead Resident Management & Host teams at senior level providing support where needed; ensure delivery of Get Living proposition.
- Organise events/social/community initiatives to enhance resident experience.
- Participate in relevant learning/development opportunities; keep knowledge updated.
Specific Tasks
- Oversee operational excellence delivery by Manco.
- Manage costs within budgets; ensure finance procedures are followed.
- Drive adherence to Get Living standards across all staff processes.
- Resolve escalated customer complaints effectively.
- Conduct regular quality audits for service team evaluation/performance assessment.
-Manage key supplier relationships while adhering fully to procurement standards.
-Be active in locale/community; plan/deliver key events proactively.
-Participate in recruitment/development of Resident Manager/Host team.
-Drive leasing efforts including listing/advertising available homes; review pricing for rental income maximization.
-Collaborate with Customer Hub for timely administration completion.
-Prepare show-home/staging as required.
-Oversee defects management process; attend meetings with Aftercare team for progress tracking/manage issues forward effectively
Encourage/training team members on identifying building defects/general maintenance needs
Oversee timely resolution/scheduling maintenance requests/customer queries
Liaise with Retail colleagues for best-in-class retail offerings
Liaise estate management regarding realm matters (e.g., car parks landscaping windows/balconies amenity space).
Qualifications & Experience
ARLA or equivalent industry qualification desirable.
Previous experience in leadership/team management required.
Exceptional customer service experience necessary..
Excellent knowledge compliance health/safety maintenance standards essential..
Medium/advanced computer skills including Microsoft Office applications (Excel Word etc.) good industry-related systems knowledge e.g., Yardi/RentCafe preferred.
Key Skills & Competencies
Excellent commercial acumen demonstrated ability drive performance required..
Excellent interpersonal communication skills both written oral necessary..
Ability engage confidently variety people levels residents management external stakeholders essential..
Self-motivated proactive individual desired..
Problem solver solutions driven mindset needed..
Adaptable resilient able handle pressure experienced handling busy periods peak times preferred..
Excellent attention detail organized approach prioritizing tasks crucial..
Note: This is a summary of main duties position Company reserves right require role-holder undertake additional tasks duties capabilities abide reasonable rules instructions given Company.
Get Living Commitment
Diversity & Inclusion
We are committed to creating a diverse environment proud equal opportunity employer All qualified applicants receive consideration employment without regard race colour religion gender gender identity expression sexual orientation national origin genetics disability age veteran status.
Health And Safety
Get Living responsible providing safe healthy environment employees residents commercial occupiers service providers visitors affected undertakings across portfolio We committed continual improvement performance recognizing importance investing health welfare Employees providing physical social working environment conducive maintaining healthy fit highly motivated workforce We encourage positive health safety culture actively promoting occupational health safety through provision information training instruction supervision Through ongoing consultation employees partners suppliers everyone enthusiastically involved managing risk ensuring sites safe place live work visit
ESG
Get Living committed leading promoting ESG initiatives identifying ways improve sustainability goals