Purpose of the Role

At New Eidyn, the Residential Services Supervisor is pivotal in creating an unparalleled resident experience where every detail counts. With a strong emphasis on warmth, professionalism, and leadership, you will be a reliable guide and supportive figure that both residents and the team can depend on for exceptional service. Your role goes beyond traditional supervisory duties to encompass a comprehensive approach to resident management and team leadership, ensuring that each interaction and operational task enhances the living experience.

As a Residential Services Supervisor, you will oversee and support the ambassador team in executing a wide range of tasks essential to the smooth operation of our estate. From managing and reviewing standard procedures to maintaining accurate records and ensuring safety protocols are strictly followed, your proactive approach and meticulous attention to detail will set the benchmark for excellence. Your responsibilities will also include stepping up as the acting Residential Services Manager when needed, ensuring the continuity and quality of service delivery.

Your dedication directly contributes to fostering a cohesive team atmosphere, nurturing a sense of community, and elevating the quality of life for our residents, making New Eidyn a place that residents are proud to call home. Joining our team means becoming an integral part of a dynamic community committed to maintaining and elevating resident living standards. With a role that supports work-life balance, leadership development, and opportunities for growth, you will be empowered to showcase your expertise and contribute to the ongoing success of New Eidyn. Whether covering for staff absences, stepping in as acting RSM, assisting with emergencies, or ensuring that SOPs are current and effective, your dedication will play a key role in shaping the future of our estate.

Discover the difference you can make at New Eidyn as a Residential Services Supervisor. Elevate resident experiences and guide the team in contributing to a thriving community environment.

Key Responsibilities

1. Resident and Guest Experience:

• Uphold and implement Brand Presentation guidelines to enhance resident and guest experiences.
• Engage with residents and guests, ensuring familiarity, warmth, and professional interaction.
• Address resident queries and concerns promptly, facilitating effective solutions and follow-up.

2. Operational Oversight:

• Supervise day-to-day tasks such as deliveries, maintenance tracking, and record management.
• Ensure on-site logbooks and incident reports are accurate and up to date.
• Support access management and oversee contractor compliance with entry/exit procedures.
• Monitor CCTV and assist in security management as required.

3. Support to Residential Services Manager (RSM):

• Assist the RSM in developing and implementing property management processes and systems.
• Act as a liaison for resident communications, relaying information to the RSM and implementing directives.
• Step up as the acting RSM during their absence, managing site operations and team leadership.
• Contribute to service charge budget oversight and financial reporting as needed.

4. Team Management and Collaboration:

• Supervise and support the ambassador team, ensuring tasks align with strategic objectives.
• Provide guidance and training to new team members, fostering a collaborative team environment.
• Step up to cover staff absences and maintain service continuity.
• Set and uphold high standards of performance and service delivery.
• Relay team feedback and report challenges to the RSM, assisting with staff development plans.

5. Presentation and Maintenance:

• Oversee the upkeep of communal areas, ensuring cleanliness and presentation standards are met.
• Assist with regular and deep-cleaning schedules and supervise the cleaning team when necessary.
• Proactively identify and report maintenance issues and supervise contractors' work.

6. Health, Safety, and Compliance:

• Ensure all activities adhere to Health & Safety regulations, COSHH standards, and company policies.
• Log and report incidents, accidents, and potential hazards, following up on remediation measures.
• Collaborate with the RSM to maintain updated emergency and response plans.

7. Documentation and Reporting:

• Create reports and maintain accurate records to ensure thorough documentation of site activities.
• Review and update Standard Operating Procedures (SOPs) to reflect best practices and improvements.
• Assist in producing regular reports for internal and external stakeholders.

8. Continuous Improvement:

• Solicit feedback from residents and staff to identify areas for service enhancement.
• Participate in strategic initiatives to improve operations and resident satisfaction.
• Assist in implementing sustainability practices in coordination with the RSM.

Personal Characteristics:

• Strong leadership and interpersonal skills.
• Problem-solving capabilities and a proactive mindset.
• Adaptable, with a focus on continuous learning and team development.
• High personal and professional standards.
• Commitment to upholding and setting high service standards.

Qualifications:

• Experience in residential property management or a customer service environment.
• Supervisory experience is preferred.
• Knowledge of health and safety protocols.
• Excellent communication and organizational skills.
• Proficiency with basic computer applications (e.g., Word, Excel, Outlook).

Join our team at New Eidyn Development where you can contribute to creating a welcoming environment and delivering exceptional service to our residents and guests.

Skills, Knowledge and Experience

Personal Characteristics: