Job Description

Job Title:

House Manager

Working Hours

: Monday to Friday, 9am-3pm

Department:

Emeritus Homes Limited

Revision Date:

2025

Location:

Undercliffe House

Prepared By:

SB

About Emeritus Homes

Emeritus Homes is Landlord and Manager of a retirement apartment portfolio. Our portfolio provides independent living accommodation for the over-55s.

Since 2017, Emeritus Homes has been owned and run by Livingcity Group, niche specialists in the field of residential property management and providers of property consultancy, building surveying, marketing, and staffing solutions. Livingcity Group is RICS and ARMA Regulated and holder of ISO 9001 and OHSAS ISO 45001 accreditations.

Emeritus Homes is run from our Manchester office, based in Ardwick Green. We are a small team with access to the wider Livingcity resource; ensuring best practice is shared and excellent service levels can be delivered consistently.

Our aims are simple: to manage and maintain the buildings to a high professional standard whilst delivering excellent customer service. To achieve this, we recruit knowledgeable, qualified and well-trained staff, who either hold qualifications with the RICS and the IRPM or who are actively working towards those qualifications.

We hold ourselves to high ethical standards and follow RICS code of practice.

About the role

You will be responsible for the efficient management of onsite operations and resources with a strong focus on the delivery of exceptional levels of customer service whilst holding full accountability and empowerment to provide day-to-day service delivery to residents.

This role requires elements office and administration work whilst providing a hands-on approach to physical work required on site. The role does not involve care provision to residents. Relationships with resident are to be strictly maintained on a professional basis. You will however be required to provide assistance to residents in emergency situations.

Act always with honesty and integrity. To establish and maintain high standards of personal conduct and professional relationships.

Act always with honesty and integrity maintaining a high profile while on duty to establish maintain and encourage friendly professional communications with residents.

Maintain a clean and welcoming environment for all residents and guests

Ensure that Standard Operating Procedures are followed to ensure a consistent service delivery in line with the relevant legal framework.

Ensure you are using the correct and appropriate PPE issued to you.

Ensure you are wearing face mask in communal areas.

Keep a daily diary recording of all significant events on site and dealings with residents, such as emergencies, disputes, and maintenance work.

Ensure efficient and appropriate communication is maintained with residents and deal efficiently and effectively with all resident enquiries.

Understand and respect confidentiality of knowledge and information relating to individual residents.

Encourage the formation of a Social Committee and Promote community atmosphere.

Meet with prospective new residents and introduce them to the scheme and services provided. This may assist them and their families to assess the suitability of the scheme.

Ensure that the emergency call system is kept fully operational. Monitor this system during working hours and transfer to call centre while off duty.

Be observant and vigilant regarding the welfare of residents. This includes irregular activity or absence. If there is concern for their health and wellbeing, it may be necessary to inform relevant parties.

In cases of emergency situations during the House Managers normal working hours, they should call the relevant emergency services immediately and remain with the resident until they arrive. The House Manager should not attempt to move the resident or administer medical aid.

The House Manager is NOT responsible for providing individual services to residents such as cleaning, shopping or any care services.

Visually inspect the building daily and ensure the security of the development by checking entrances and windows for defects and making sure any access points are secure.

Report any faults/repairs within the communal areas of the development to the administration team.

Report any accidents that occur on site and record all detailed in the daily log.

Notify Senior Management in the event of:
i) an accident on site
ii) the death of a resident
iii) the sale of a property

Ensure that all assets are fully compliant in terms of building services and other statutory testing.

Manage the contractors working on site in accordance with the standard operating procedure. Ensure work is carried out in a safe manner and check completion/standard of work.

Manage the Guest Room Service on site in accordance with the standard operating procedure.

Carry out water testing in accordance with the standard operating procedure.

Carry out weekly Fire Panel testing

Manage the key handling policy on site in accordance with the standard operating procedure.

Candidate requirements

Resilience and Enthusiasm

Always conduct yourself in a professional and courteous manner whilst on site.

Ensure personal appearance is professional and to wear the Emeritus Homes uniform provided at all times whilst on site.

Not to enter any apartments within the development

Ability to work on own initiative as well as part of a team

Ability to prioritise workload to give maximum productivity

An established individual with experience of working with the over 55's client group in independent living and experience in similar or other relevant roles is essential.

Preparedness to develop skills on a professional level through initial and ongoing training provided by the company

Proficiency in IT skills and readiness to enhance these skills to an advanced level

To treat all residents equally and equitably consistently in challenging situations.

To escalate concerns to the Property Services Manager when necessary

The ability to communicate effectively with an assertive and professional approach whilst dealing with contractors, staff, or residents onsite when necessary

At all times follow safe system of work procedures set by the company

At all times ensure structured processes relating to health and safety and hazards at work are followed.

At all times ensure that correct lines of reporting followed in relation to safety at work

Ensure dynamic risk assessments are undertaken when completing tasks involving the process of continuously of identifying hazards, assessing risk, and ensuring appropriate action is taken if risks are identified.

Additional Information

This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organisation.

To apply please email your CV Hr@livingcity.co.uk

Job Type: Permanent

Pay: 13.50 per hour

Benefits:

Company events Company pension
Work Location: In person