Based in London (Southall)
This role will play a key part in the management of a residential rental development with communal facilities that include a co-working lounge and gym.
With the direction and support of the General Manager, the Assistant Manager will drive effective marketing and leasing, efficient administration, expense control, income maximisation, and training of support staff to always deliver the UNCLE-style excellent customer service.
The Assistant Manager will support the effective delivery of planned preventative maintenance, security, cleaning, lease management, sub-contractor management, and liaison with key stakeholders. The role will also include responsibility for the lettings process from the first point of contact for enquiries, to viewings, to resident move-in.
This is a customer facing onsite role, that requires flexibility during month end turnarounds and inclusion in the on-call rota. The property team is expected to deliver the brand’s vision & values in an innovative, operationally efficient manner, providing an excellent quality and high value residential environment for a wide mix of residents, occupiers, and visitors.
Key Responsibilities
- Represent the UNCLE brand by providing exceptional service to residents, prospective tenants, contractors, and visitors.
- Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs.
- Work with the General Manager to provide an extraordinary customer experience.
- Organise, promote and conduct resident events to promote community and drive resident engagement within the building.
- Seek ways to exceed service expectations, driving NPS and building reviews on Customer Service platforms such as Google reviews, Trustpilot and Home Views.
- Handle resident complaints to ensure a speedy and efficient resolution, escalating promptly to the General Manager when needed.
- Share communications via the Marketing Team to keep residents informed and react to changing circumstances.
- Ensure resident issues and service requests are acknowledged and addressed within 24 hours wherever possible.
- Conduct monthly market surveys and have a thorough understanding of competition and current market conditions.
- Recommend rental rates to the General Manager and Area Operations Manager for vacant units and lease renewals.
- Conduct viewings to prospective residents in the “UNCLE” way, ensuring the product is always shown in the best possible light.
- Monitor the performance of external agents and ensure they represent the UNCLE brand and the product efficiently and effectively.
- Ensure mystery shopping feedback is acted on.
- Ensure all enquiries are recorded and responded to in a professional and timely manner, and actively promote referral programs.
- Support the General Manager and Area Operations Manager with creating and communicating lettings targets and maintain energy and commitment within the team to achieve success.
- Work with the Lettings Manager to ensure all customer profiles, applications, contracts and reference documents are correctly and securely filed on the relevant system in accordance with operational procedures.
- Negotiate tenancy renewals in accordance with centralised targets and support with the serving of statutory documents such as (but not limited to) Section 8 and Section 21 notices.
- Ensure move ins are well-managed.
- Carry out the arrears process, ensuring that rents are deposited and collected in a timely manner.
- Utilise property management software to record transactions and run various operating reports.
- Deputise for the general manager in their absence
- Support new members of the team, providing a warm welcome and supporting their development through training, guidance, and mentorship.
- Assist with interviewing candidates, providing hiring recommendations to the General Manager and Area Operations Manager, and collecting new starter documents.
- Attend and constructively contribute to team meetings, sharing knowledge, insight, developing and supporting new initiatives and improved processes.
- Monitor the team rota to ensure appropriate cover for the building.
- Contribute and support the growth of company team culture, working in line with company values.
- Act as a role model and maintain energy and commitment with the team to be a true ambassador of the UNCLE spirit.
- Encourage and motivate team members to act as true ambassadors of UNCLE.
- Comply with Fire and Health & Safety policies and statutory regulations.
- Conduct and record scheduled flat inspections, completing all resultant actions in a timely manner.
- Support the General Manager with the management of the property turnaround process at the end of tenancy.
- Provide day to day assistance with management of reactive maintenance issues and compliance checks.
- Monitor planned preventative maintenance using the facilities management software platform.
- Work with the General Manager and Regional Facilities Manager to manage the activities of contractors that provide hard & soft services.
- Identify and share opportunities for financial savings and efficiencies.
- Assist with the general upkeep and appearance of the property and report any serious deficiencies, hazards or issues to the General Manager and Regional Facilities Manager.