Reporting directly to the Managing Director, this is a key role responsible for driving quality and cost control, and ensuring that the highest of customer service standards and leasing targets are met.

You will provide our residents with an efficient, friendly and top-notch experience, working alongside a small but dedicated leasing and financial team.

The Role

Mobilisation

• Set up the processes to enable a smooth handover from the Construction team
• Regularly travel to site for handovers of the homes
• Ensure units are clean, well maintained and meet quality standards
• Escalate any necessary snags and issues identified during handover
• Establish clear and concise systems to measure and manage the process
• Establish and maintain transparent lines of communication with other departments

Defects Resolution

• Supporting the Leasing Portfolio Manager during escalations of defects
• Providing the Leasing Portfolio Manager with technical insight if required when they are dealing with resident complaints
• Oversee the defects process, ensuring prompt resolution within service level agreements.

Maintenance, and Responsive Repairs Oversight:

• Work with the Finance team to determine and manage budgets
• Collaborate with teams to address maintenance tasks promptly
• Manage cyclical redecoration and maintenance programme
• Directly manage the Maintenance Technician
• Technically support the team in the handling of difficult repair issues and visit site as required
• Conduct inventories and mid-tenancy inspections, arranging repairs as necessary
• Oversee soft and hard FM partners, identifying areas for improvement.
• Monitor work order proposals and ensure compliance with approval processes

Legal Compliance

• Stay updated on legislation, statutory health and safety inspections
• Conduct regular inspections and health and safety audits, ensuring compliance
• Implement recommendations from health and safety assessments and audits
• Ensure compliance with all relevant laws and regulations
• Organise and maintain appropriate insurance policies for assets and operations Establish and maintain local relationships and partnerships.

Corporate

• Contribute towards the delivery of all digital operations activities and portals.
• To work closely with marketing partners, contributing to the development of the Hero Living brand.
• Work closely with the company branding agency and tech provider to develop and roll out new compliance and operations system.
• To regularly report on portfolio performance.
• Demonstrate a knowledge and understanding of the Build to Rent market and how this differs from PRS.
• Remain current with legislation, to ensure that the business are always adhering to requirements.
• Attend resident events, acting as an ambassador for the business.
• Any other duties as required.

The Candidate

• Excellent communication skills and the ability to think outside of the box.
• A can-do attitude, willing to put the customer at the heart of everything.
• Strong initiative and the ability to work both independently and as part of a team.
• Excellent communication, negotiation and persuasion skills.
• The ability to manage time effectively.
• Excellent written and verbal communication and ability to administrate.
• Experience in high level and granular reporting, strong Excel skills. An analytical mind will prove beneficial.
• Previous experience within the FM, BTR or PBSA sectors preferable.
• 5 years' experience in a lettings position.
• Ideally ARLA, IRPM or RICS qualified or willing to work towards.
• Experience in a demanding customer centric role.