Estates Manager - Kew Bridge

PRC are delighted to be exclusively partnered to find the Estates Manager for a luxury, brand new, mixed-use development in Kew Bridge. The role will be predominantly site based, Monday to Friday 09:00-18:00.

The successful individual will have experience managing complex, residential developments and have a passion for delivering excellent service to residents.

ROLE PURPOSE


• Oversee and efficiently manage the day to day running and upkeep of Capital Court and the operational interactions with the wider Verdo development and Kew Bridge community
• To deliver an engaged, proactive and highly responsive service to the key stakeholders and third parties on a day-to-day contact for all operational and compliance services.
• You will be the public face of NPG, you will be the first impression of the team at Capital Court and should live the brand and ethos
• Overall responsibility for maintenance, security, safety, cleanliness and compliance of the development

• Management of the Resident Host team and working with them as one team support them in delivering the Thrive service program to the residents alongside the Customer Experience Team

• Adhering to statutory obligations, quality and best practice guidelines
• Get to know our residents and service partners through listening, engaging, and understanding the priorities and challenges, pre-empt and be proactive in identifying how we can support, align, or add to our service • Carry out site inspections and ensure high standards are maintained
• Be proactive - problem solve, report prioritise and escalate any operational items
• Be close to everything at continuously identify and formulate new concepts and ways to improve the service
• Attending regular meetings with resident representatives alongside your wider management team members.

KEY INTERFACES

• Residents, occupiers, and their guests

• Resident Host team colleagues
• NPG wider team and Leadership team
• Clients – including property owners, investors, and external parties
• Client partners
• Local businesses, authorities, and community groups
• Statutory and enforcing bodies
• Other external agencies as required.

RESPONSIBILITIES
General
• To regularly engage, update and provide consistent communication and feedback to all parties and inter departments (the Resident Host team, contractor partners and wider NPG management and head office teams)
• To escalate concerns where applicable, recommend process or service improvements as relevant in driving forward team dynamics and lead on inter departmental communication
• You should develop and build strong external relationships within the community to fully represent Capital Court, Verdo at all levels and pre-empt or offer suggestions that will enhance, improve, or support the resident experience including meeting with Brentford Stadium managers to understand events and the impacts on Capital Court and our customers alongside the Resident Host team
• Be the first point of contact for all operational and compliance matters concerning Capital Court
• Ensure all enquires, from all points of contact, are responded to within NPG’s set KPI’s
• Collect and prepare documentation in readiness for client reports as required
• Assist in the preparation, drafting and reconciliation of service charge budgets in conjunction with the AD Surveyor and Portfolio Accountant • Actively take part in weekly site meetings with the Resident Host team and Capital Court management team
• To report to your Line Manager immediately, respond to and resolve any complaints received from residents, guests, or clients within timescales detailed in our KPIs & SLA’s
• Assist with the mobilisation and handover of the asset and further assets within the development always considering the Customer Journey – including handover documentation / O&M’s, Snagging, Commissioning etc
• Work in partnership with the NPG management team including Customer Experience, Surveyor and Portfolio Accountant to ensure smooth and effective customer / client engagement and effective Community Plans/Engagement is rolled out on developments where applicable.
Staff Management (Resident Host team)
• Set an example for estate team members of commitment, work ethic and habits and personal character
• Management and oversight of the Resident Host team ensuring their performance within these roles including their training and development
• Support the Resident Host team in delivering their service to the residents alongside the Customer Experience team
• Ensure shift cover is maintained throughout the year 365, 24/7 for sickness, holiday and bank holidays
• Oversee the organisation and management of the amenities, key holding, parcel management and car park in conjunction with the Resident Host team
• Contribute to the updating of communication, input, and data management of our in-house app ANA:Tech residential portal in accordance with NPG’s GDPR and privacy policies
• Where needed step in to assist to maintain service standards with the Resident Host team.

H&S & Compliance
• Conduct regular weekly and monthly detailed building inspections, input findings on our risk management portal QUOODA and act immediately on any issues found
• Check site emergency procedures on a regular basis and update as required
• Aid with delivery of Sustainability and Corporate Social Responsibility targets
• Work with the Surveyor & Finance team to ensure property / lease / lessee / service charge information is loaded onto the relevant financial management system.
Contractor Management
• Procure the services as required from third party providers to deliver the Management Services and meet the Client’s objectives
• Ensure all permit to works are in place and signed before and after works are completed
• Coordinate planned preventative maintenance and reactive repairs with the appropriate service partners and warranty providers of both NPG and the client, overseeing their visits and communicating any works that may affect the residents via ANA:Tech
• Maintain and report job and concerns trackers
• Review site contractors in line with service partner KPI and see where improvements can be made or advise on market leaders to reach our goals.

SKILLS, KNOWLEDGE & EXPERIENCE
Must haves:
• 2 years or more experience in managing complex multi-use, residential led developments in a management role
• Proven ability to manage PPM contracts and warranties for complex MEPH systems
• Grade C or equivalent in English & Math
• Previous training and abilities for complaint handling and conflict
• To provide excellent communication both verbally and written
• High level of accuracy and an eye for detail
• Excellent time management, organisation, and administrative skills
• A proactive problem solver
• Ability to work under pressure to tight deadlines in a fast paced environment
• Excellent interpersonal skills and a team player
• Ability to multitask and adapt to several projects and/or tasks at once
• IT skills including MS-Office packages (Teams, Outlook, Word, Powerpoint and Excel)
• GDPR training and understanding
• Good knowledge of Health & Safety
Ideally has:
• Associate/Member status of the Institute of Residential Property Management and AssocRICS/MRICS qualified
• IOSH Managing Safely or BIFM qualifications are desirable
• Multilingual
• Use resident or hospitality apps or portals for core communication
• 2 years or more in a residential environment
• Experience of working with a variety of cultures and an awareness of cultural differences
• An eye for design and creative thinking
• Event management experience organising or supporting
• Good negotiating skills for money cannot buy offers.
• Experience of service charge budgeting

ATTRIBUTES AND QUALITIES


• A passion for customer experience
• Happy to serve
• Your attitude should always focus on ‘how can we help’ in all situations to the team, to the residents, their guests, service partners and the client
• Discreet and trustworthy
• Dedication and willingness to ensure the job is done right
• To work as a team act as part of a team to listen and deliver exemplary customer service and experience in every interaction
• Accountability and personal integrity are essential as the nature of the position allows access to personal and private information
• Ability to quickly assimilate information
• Ability to communicate and relate to all diverse types of people and levels within a business
• Warm and natural people skills
• Confident
• Did we mention the passion for customer experience!

Salary
£40,000 - £45,000
Location
London
Posted
Wednesday 24th November, 2021
Residential Property Management Luxury Residential Property blockmanagement

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