Job Description

Purpose of the Role

To provide building management services to an exciting development comprising 159 apartments, offices and retail units in Bournemouth.


To be the main point of contact for tenants within the developments, and first point of escalation. Oversee day to day running of the site and co-ordinate and delegate tasks to the rest of the team.


To ensure all statutory H&S requirements are met and engage with residents to create a sense of community within the development. You will be the face of the brand, delivering the highest levels of customer service to ensure residents have the best rental experience. To build a rapport with main contacts within commercial tenancies, making sure all queries responded in a timely manner.


You will be line managing a team dealing in both the residential and office elements of the building and will be responsible to training and development of the team.

Key Responsibilities

General

Responsible for all residential, commercial and retail on site management Develop and maintain supportive relationships with long term commercial and retail tenant key personnel. Ensure site grounds are managed and ensuring the required standards are achieved and maintained at all times. Manage on site staff team, including sub-contracted staff (cleaning, security cover) - workload, schedules, morale Daily reports and hand over briefings Management and coordination of all on site Maintenance and Repairs in timely manner - all communal, commercial, retail and apartments Manage contractor site access and permits to work for service provider contracts, proactively ensuring the maintenance of sound working relationships and tight standards Forging productive relationships with key service partners such as the estate developers, contractors and wider estate managers for the benefit of residents and seeking economies of scale for the efficient running of the building Organising and running tenant services via third parties and in house Ensuring up to date resident communication via various channels including social media Seeking special offers and discounts for residents from local businesses Creating a community feel through communication, events and innovations Co-ordinating all contractor appointments and defect warranty repairs, logging issues in order that required service levels are attained Carrying out regular inspections of communal areas and apartments Responsible for Health and Safety compliance coordination utilising Savills systems; liaising with the Estate and Facilities managers where required Managing the building expenditure budget and ensuring value for money from suppliers, maximising the net operating income

Residential Tenancy Management

Dealing with initial enquiries, booking in viewings and negotiating offers Agreeing leasing offers and processing these in line with Savills procedures Post initial let up, uploading availability details to marketing portals and updating adverts as necessary Completing all applicant vetting in line with Savills procedures Driving rental growth, ensuring that rents in the building are maximised yet competitive within the local market. Meet and greet with all new tenants; providing Welcome Packs and new tenancy information Completing check in and check out reports; determining deposit returns Assisting the credit control team to ensure the timely payment of rents and liaising with residents to address problem cases Undertaking tenancy renewals, driving rental growth Organising minor works between tenancies to maintain first class presentation of apartments Providing regular asset performance reports and attending monthly meetings with line manager Attend court hearings

Safety & Security

Ensure that the day-to-day running of the buildings and estate is effective and efficient. Ensure that all personnel complete duties to the highest standard and are well presented. Keep service areas in a clean, tidy and secure condition and control vehicular traffic in these areas. Walk the public areas on a regular basis throughout the day checking on cleanliness, maintenance, landscaping etc. Ensure compliance with all statutory requirements and codes of practice, health and safety requirements. Maintain overall control of the security operations, paying particular regards to incident response and customer care. Liaise with tenants/Leaseholders/Client and the Police in any reported incidents on site. Ensure that all insurance risk control requirements and, where appropriate, recommendations, are undertaken. Ensure that daily checks are undertaken of the common areas of the estate and buildings and that all necessary remedial works are undertaken within a reasonable time period. Where remedial works are required immediately, the area in question must be cordoned off and made safe for all visitors, tenants, etc. Ensure that Health and Safety policy is complied with at all times. Control and monitor the keys for all common areas in the buildings and any estate serviced areas

Enquiries

Deal with enquiries by telephone, personal visits from tenants, leaseholders, contractors, the public, or whoever may have reason to make contact. To respond to and manage enquiries and complaints with all stakeholders in mind, ensuring they are resolved or escalated to management, as appropriate. Deal with enquiries by telephone, personal visits from tenants, contractors, the public, or whoever may have reason to make contact.

Public Relations

Establishing and developing good relations and partnerships with various authorities and local agencies, notably:-

Local authority Police Fire brigade Public transport providers

Promotions/Events

Ensure that any promotional activities and events on site are carried out with due care and attention to the health safety and welfare of staff, customers and occupiers . Establish and develop close working relationships with tenant representatives and manage tenant satisfaction and confidence in Savills service delivery.

Staff

Working with site staff and contractors towards achievement of their goals. Identifying and implementing training and development programs and pursuing suitable training solutions. Ensure that both in house staff and contractors are smart and well presented at all times. Conduct performance reviews in line with Savills policy procedures identifying personal and skill based training requirements on an individual basis. Ensure that a training plan is identified and managed. To work alongside the wider Savills team to ensure the smooth running of the building

Quality Assurance

Devising a training program for all on-site staff, where required Adhering to all quality assurance requirements.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Skills, Knowledge and Experience

Strong customer service ethic / background Experience in the provision of maintenance services to a busy environment visited by members of the public Experience in Management of security, cleaning and maintenance staff Experience in setting up and administration of detailed record keeping systems Positive, can do attitude Common sense approach Ability to think on their feet and make considered decisions Outgoing, warm and friendly personality Organised, meticulous, tenacious Excellent written and spoken etiquette IT literate and Social media savvy Strong financial management skills ARLA/IOSH - Preferred
Working Hours - Hours are Monday-Friday 8.30-5.30 or 9am-6pm; 1 hour break


Salary - 42,000 (Up to 10% discretionary bonus)



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Please see our Benefits Booklet for more information.