General Manager (BTR) - Birmingham

PRC is very pleased to be recruiting a General Manager for a flagship Build To Rent development in Birmingham.

The General Manager is responsible for all building operations, management of the on-site team and performance of the development.

The salary on offer for this position is circa £60,000 plus bonus.

Specific Duties:

Customer Service

  • Lead delivery of 1st class customer service and resident engagement
  • Establish and maintain local relationships and partnerships
  • Identify opportunities to enhance service improvement plans
  • Complaint and dispute resolution, working to escalation procedures and SLA timescales
  • Work with head office teams to disseminate customer service feedback and lessons learned
  • Manage operational relationships with commercial tenants
  • Identify opportunities to enhance partnerships and resident services or events
  • Promote return of resident surveys and act on feedback
  • Lead resident engagement activity and deliver events to agreed budgets
  • Meet agreed KPI’s and SLA’s
  • Ensure all staff adhere to processes and meet SLA’s/KPI’s

Staff Management

  • Lead recruitment and training of on-site team (in line with support office strategies)
  • Motivation and engagement of the whole on site team
  • Line Management of site specific Ambassadors/employees
  • Identify opportunities to enhance team performance and service delivery
  • Annual appraisals of direct reports and ensure appraisals and performance reviews are undertaken for all staff including 1-2-1s
  • Performance management and support HR initiatives

Health and Safety Compliance

  • Responsible for H&S and statutory compliance on site
  • Fire Strategy Leadership to agreed protocols
  • Manage processes for suppliers and contractors to provide appropriate RAM’s or CHIP’s where needed to comply with H&S requirements/CDM/statutory obligations before starting work on site
  • Risk Assessment management including sign off for FRA’s and H&S inspections
  • Work with Fire Service and statutory bodies to support inspections, change of strategy and maintain compliance
  • Management of accident and incident reporting
  • Responsible for emergency preparedness (to agreed protocols) including regular testing and implementation as required

Building Operations

  • Overall responsibility for operations and service delivery on site
  • Twice daily development walk round and quality monitoring
  • Procurement of services to agreed (support office) strategies
  • Out of hours’ emergency response and attendance if needed
  • Manage any service failure issues with contractors or third parties and resolve disputes
  • Quality control spot checks of all services and presentation of the development and apartments Acting on findings and identifying training or support needs for teams/supplier performance improvement
  • Responsible for performance management of contractors on site
  • Insurance claim handling including liaison with loss adjustors and third parties

Marketing and Leasing

  • Input on all marketing strategies and channels to achieve maximum return and leverage
  • Meet and exceeding income and leasing targets and implementing strategies to minimise void periods
  • Know the market. Local development and rent knowledge including competitor service awareness to leverage the development and its marketing
  • Support marketing and lease up including viewings as needed
  • Market rent assessments to support central “support” office teams
  • Articulate and embed the value proposition of the development to teams and residents/stakeholders
  • Oversee content for resident portal, website or app including service updates and promotions
  • Oversee social media channels and content management
  • Responsible for quality control of the development including apartments with focus on handover to resident and EOT turnaround
  • Keep up to date with the BTR market and industry insight, disseminating to teams and support office

Financial Reporting

  • Lead annual budget setting processes including tendering and cost analysis
  • Manage and meet agreed development budget targets, exerting budget control
  • Identify opportunities for additional or enhanced income streams and develop strategies with Support office teams
  • Identify opportunities for cost efficiencies, budget savings and value add
  • Meet agreed income and expenditure KPIs
  • Produce regular asset performance reports
  • Report to support office team meetings as required
  • Attendance at court to support debt recovery or possession hearing

Personal Specification

  • Excellent analytical skills, including advanced excel modelling skills.
  • Strong interpersonal skills.
  • Command respect of teams, stakeholders and residents demonstrating strong management skills with authority and ownership
  • Proactive and dynamic, taking ownership of all of core duties.
  • Strong verbal and written communication skills.
  • Accuracy and attention to detail.
  • Ability to gather, assimilate, analyse and effectively summarise information and give briefings/prepare briefing notes as necessary.
  • Ability to prepare and give presentations.
  • Previous experience in residential property (student or private rented preferred) or hospitality sectors
  • Experience of working to budgets and targets
  • Excellent communication skills displaying sensitivities to and understanding of residents’ need
  • Excellent interpersonal skills
  • Well-presented and of smart appearance
  • Innovative and pro-active.
  • Ability to handle multiple tasks.
  • Competent in using, Excel, Word and Outlook.
  • With training, able to use other systems and software packages.
  • Flexible and cooperative at all times, working as a member of a Team.
  • Understanding the importance of achieving deadlines and ensuring quality output.
  • Use initiative and take responsibility for providing solutions.
  • To ensure confidentiality and security of all business, client and customer documentation/information.
  • Must be pro-active and able to use initiative in order to enhance the building reputation and make the community the best available
  • Flexibility and adaptability
  • Excellent customer relations skills, a sense of humour and plenty of energy and enthusiasm
  • Problem solving, well organised and ability to work well under pressure
  • Good level of computer literacy using Microsoft Word, Excel and Outlook

Please reach out to Francis to register your interest and discuss further

Circa. £60,000 + bonus
Friday 5th August, 2022

Apply for General Manager (BTR) - Birmingham