Community Manager - Build to Rent
Location
Cardiff | United Kingdom
Job description
Anchor Works is a new BTR scheme in Cardiff consisting of 432 residential apartments. The Community Manager (CM) is the lead role driving the performance of the site through strong people management by building a culture within the management team of working together to achieve the same goals, whilst delivering an industry leading resident experience.
The CM will take ownership of all KPI's with a can-do attitude and a people first approach to the role. This role will report directly into the Operations Director and will collaborate with other Community Managers across the UK.
The CM is the responsible person to ensure that KPI's are achieved to include, lettings, minimising rental debt, budget management, robust health and safety management, and positive resident reviews, whilst maintaining the highest of standards on site.
Key Responsibilities:
Mobilisation
- Supporting in the hiring, onboarding, and ongoing management of staff members to create the onsite team.
- Creation of operational processes & procedures.
- Involvement with the snagging and defects management program.
- Work with the Head of Mobilisation to ensure the site is ready for the arrival of residents.
Customer Service
- Provide outstanding customer service to residents.
- Shape resident engagement strategies to foster a strong resident community.
- Oversee resident communications through multiple channels.
- Ensure resident issues and service requests are addressed and dealt with in a timely manner.
- Promote a neighbourly and community atmosphere.
- Meet and interact with residents in a customer friendly and professional manner.
- Seek ways to exceed service expectations of residents and enhance the brand.
- Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.
- Executing the smooth running of all aspects of the community.
Management
- Oversees social media output ensuring content is aligned to the brand manifesto and posted frequently.
- Becomes active in the local business community to raise the profile of the building and build awareness of revenue driving opportunities.
- Drives the highest rates of retention and community engagement, timely reporting, and on-going communication about the performance of the community.
- Supports the overall marketing/leasing efforts and offers input and suggestions regarding promotions, advertisements, and pricing.
- Completes and reviews various daily, weekly, and monthly reports by making operating recommendations in a timely and accurate manner.
- Managing the building expenditure budget and ensuring value for money from suppliers, maximising the net operating income.
- Ownership of the P+L for Anchor Works and ensuring the NOI is achieved.
- Works closely with the Marketing Manager to deliver the brand manifesto and achieve letting targets.
- Work with the Marketing Manager to devise and deliver a leasing and marketing strategy for Anchor Works.
- Regularly review competitor activity and provides robust reporting to evidence this.
Facilities Management and Health & Safety
- Ensure compliance will all current statutory legislation with respect to H&S and the environment.
- Ensure all risks to visitors, staff and residents are removed or reported.
- Ensure contractors on-site observe noise and other restrictions as well as abide by the site's induction protocols including "permit to work."
- Ensure security and emergency procedures are robust and always adhered to, taking an active role in the event of an emergency.
- Monitor, approve and oversee works conducted by suppliers.
- Oversee turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.
- Identify incidents and maintenance issues promptly ensuring the necessary action is taken.
- Ensure all routine H&S tasks are completed in a timely manner and are recorded for audit purposes.
- Ensure a robust PPM schedule is implemented and managed.
Education, Qualifications & Experience
- Minimum: educated to A level standard or equivalent.
- A recognised qualification in Business Administration or Leadership would be an advantage.
- Experience in a similar role in either BTR or PBSA.
- Experience in a management capacity in a client facing service industry.
- Experience of leading, coaching, and managing high performing teams.
- Experience of working to KPI's.
- Understanding of residential AST leases and the landlord and resident relationship.
- Understanding of Section 21 Notices
- Financial knowledge including management of P&L statements, forecasting and budgeting, credit and cost control.
- Business development/sales experience.
- Good health and safety and facilities management knowledge.
- Excellent English language skills - both written and spoken.
- IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.
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