General Manager

People Management

• Lead and manage a competent, motivated and ambitious team comprising two managers and a total staff of 15+
• Build relationships and take care of team wellbeing and development, ensuring every team member knows their value
• Assist in recruiting new team members as and when required
• Alongside the Facilities Manager, manage the defects and snagging processes with the Developer
• Build relationships with senior team members, investors, stakeholders, and clients across the business
• Attend regular Operations and Leasing team meetings to ensure full awareness of all move-in/move-out forecasts and maintain strong inter-company communications

Customer Experience

• Take full ownership of the resident experience with a focus on customer service, turning residents into brand ambassadors
• Deal with complaints with empathy, and praise with modesty
• Deliver an exceptional resident experience in line with company Standard Operating Procedures
• Manage resident tenancies, including ASTs, move-in and move-out processes, renewals and everything in between

Operational & Compliance

• Autonomously manage the entire estate, including residential and commercial elements
• Ensure full operational knowledge of apartment and communal area systems
• Work with main contractors and Employer's Agent to ensure snagging and defect management is dealt with in a timely manner
• Coordinate all move-ins with the leasing team, night concierge and third-party service providers to ensure apartments are ready and welcome packs are in place
• Be part of the on-call rota as and when required
• Be flexible and hands-on - get stuck in to manage the site in the best possible way
• Support the Facilities Manager in monitoring and procuring stock for soft FM services economically and competitively
• Support the Facilities Manager in maintaining all health and safety policies and risk assessments
• Manage the property management system, including preparing and presenting reports
• Manage bank accounts and payments - both resident and supplier - including debt management
• Keep up to date with changes in technology, processes and industry standards
• Offer suggestions to improve operational performance

Commercial

• Manage the wider estate, including commercial tenants
• Work alongside the accounts team to ensure payments are received on time
• Work in conjunction with the estates management team for the smooth running of the estate
• Establish positive working relationships with the wider estate community
• Support the Leasing Manager with touring and leasing to optimise occupancy and revenue

The General Manager will also be expected to extend their duties to other tasks commensurate with the role.

We're looking for a talented, committed and flexible manager who can lead from the front.

The ideal candidate will be educated to degree level and will draw on their operational management experience to lead a team, drive revenue, and deliver an unforgettable living experience for residents.

This is a significant role with considerable responsibility and unlimited potential for career growth. We're results-driven and looking for dependable, dedicated people who see the bigger picture while loving the detail.