Assistant Property Manager

KEY RESPONSIBILITIES\n\nCustomer Service\n\nProvide excellent customer service to residents, prospective tenants, contractors and visitors\nBe the first point of contact for handling resident complaints, ensuring a speedy and efficient resolution and escalating promptly to the Property Manager or Area Operations Manager when needed\nOrganise, promote and conduct resident events to promote community and drive resident engagement within the building\nSeek ways to exceed service expectations, driving NPS and building reviews on platforms such as Google and TrustPilot\nShare communications via the Marketing Team to keep residents informed and react to changing circumstancesSales\n\nLead the implementation of sales strategies with the support of the Property Manager\nSupport the Property Manager with external stakeholder management such as key universities and language schools\nMaintain a thorough understanding of current competition and market conditions\nConduct viewings with prospective residents, ensuring the building is always shown in the best possible light\nEnsure mystery shopping feedback is acted on\nEnsure all enquiries are recorded and responded to in a professional and timely manner\nEnsure move-ins are well-managed and aligned with our customer promise\nEffectively execute the arrears process, conducting conversations and navigating complex accounts\nKeep property management software updated promptly, ensuring data is accurate and handled with care\nAssist with the management of operational budgets, approval of invoices and monthly reconciliation of credit card expenditure\nSupport the Property Manager with generating reports on key operational metrics\nSupport the Finance team with processing key property accounts in line with correct internal guidelinesTeam Management and Development\n\nDeputise for the Property Manager in their absence\nSupport new team members through training, guidance and mentorship\nAssist with interviewing candidates and collating new starter documents\nAttend and constructively contribute to team meetings, sharing knowledge and supporting new ideas and improved processes\nMonitor the team rota to ensure appropriate cover for the building\nContribute to a positive team spirit, working in line with company values and encouraging others to do the same\nEncourage and motivate team members to act as true ambassadors of the building and the business\nRole model collaboration with colleagues and key stakeholders across the businessFacilities Management & Building Compliance\n\nComply with Fire and Health & Safety policies and statutory regulations\nConduct and record scheduled flat inspections, completing all resultant actions in a timely manner\nSupport the Property Manager with the management of the property turnaround process at end of tenancy\nProvide day-to-day assistance with management of reactive maintenance issues and compliance checks\nMonitor planned preventative and reactive maintenance using the facilities management software platform\nWork with the Property Manager and Regional Facilities Manager to manage contractor activities across hard and soft services\nIdentify and share opportunities for financial savings and efficiencies\nProvide out of hours support when required\nAssist with the general upkeep and appearance of the property and report any serious deficiencies, hazards or issues to the Property Manager and Regional Facilities ManagerQUALIFICATIONS & EXPERIENCE\n\nEssential\n\nDemonstrates core traits of honesty, integrity and intelligence\nProven track record of working in a residential building\nDemonstrable experience delivering strong results against sales targets\nExcellent customer relationship skills and attention to detail\nClear and effective communication skills, verbally and in writing\nIntermediate IT skills including Microsoft Office\nStrong team player with a willingness to support others\nA positive, can-do attitude with a desire to achieve outstanding results\nAbility to work independently\nAbility to deal with sensitive information and maintain confidentiality at all times\nAbility to work weekends and public holidays in line with the rota\nAbility to provide out of hours support for urgent issues affecting the building or residents