General Manager

Overview

Pushing the boundaries of style, service and community. Focusing on best-in-class service and high-quality design.We have a clear objective of pioneering positive change to the UK rental landscape and creating happy healthy, connected and well communities. Always taking it to the next level...The Ideal Candidate:Moda is creating the UK’s leading lifestyle experience brand by delivering and operating next generation neighbourhoods to live, work and play. We have a clear objective of pioneering positive change to the UK rental market and creating healthy, connected, well communities.The Role

You must have demonstrable experience in a similar role (hospitality or private rental sector preferred). You and your team will work together to achieve your goals and to deliver at every level for our residents. To oversee the site operations, lets and responsible for delivering the highest quality of service to residents. Managing on-site teams and customer service as well as meeting marketing, leasing and financial targets.Customer Service

Lead delivery of 1st class customer service and resident engagementEstablish and maintain local relationships and partnershipsIdentify opportunities to enhance service improvement plansComplaint and dispute resolution, working to escalation procedures and SLA timescalesWork with head o?ce teams to disseminate customer service feedback and lessons learnedManage operational relationships with commercial tenantsIdentify opportunities to enhance partnerships and resident services or eventsPromote return of resident surveys and act on feedbackLead resident engagement activity and deliver events to agreed budgetsMeet agreed KPI’s and SLA’sHealth and Safety

Responsible for HandS and statutory compliance on siteFire Strategy Leadership to agreed protocolsManage processes for suppliers and contractors to provide appropriate RAM’s or CHIP’s where needed to comply with HandS requirements/CDM/statutory obligations before starting work on siteRisk Assessment management including sign o? for FRA’s and HandS inspectionsWork with Fire Service and statutory bodies to support inspections, change of strategy and maintain complianceManagement of accident and incident reportingResponsible for emergency preparedness (to agreed protocols) including regular testing and implementation as requiredStaff Management

Lead recruitment and training of on-site team (in line with support o?ce strategies)Motivation and engagement of the whole on site teamLine Management of site specific Ambassadors/employeesIdentify opportunities to enhance team performance and service deliveryAnnual appraisals of direct reports and ensure appraisals and performance reviews are undertaken for all sta? including 1-2-1sPerformance management and support HR initiativesEnsure all sta? adhere to processes and meet SLA’s/KPI’sBuilding Operations

Overall responsibility for operations and service delivery on siteTwice daily development walk round and quality monitoringProcurement of services to agreed (support o?ce) strategiesOut of hours’ emergency response and attendance if neededManage any service failure issues with contractors or third parties and resolve disputesQuality control spot checks of all services and presentation of the development and apartments Acting on findings and identifying training or support needs for teams/supplier performance improvementResponsible for performance management of contractors on siteInsurance claim handling including liaison with loss adjustors and third partiesMarketing and Leasing

Input on all marketing strategies and channels to achieve maximum return and leverageMeet and exceeding income and leasing targets and implementing strategies to minimise void periodsKnow the market. Local development and rent knowledge including competitor service awareness to leverage the development and its marketingSupport marketing and lease up including viewings as neededMarket rent assessments to support central "support" o?ce teamsArticulate and embed the value proposition of the development to teams and residents/stakeholdersOversee content for resident portal, website or app including service updates and promotionsOversee social media channels and content managementResponsible for quality control of the development including apartments with focus on handover to resident and EOT turnaroundKeep up to date with the BTR market and industry insight, disseminating to teams and support o?ceFinancial and Reporting

Lead annual budget setting processes including tendering and cost analysisManage and meet agreed development budget targets, exerting budget controlIdentify opportunities for additional or enhanced income streams and develop strategies with support o?ce teamsIdentify opportunities for cost e?ciencies, budget savings and value addMeet agreed income and expenditure KPIsProduce regular asset performance reportsHow to Apply

Think you''re up for the challenge and want to show us what you''re made of? Drop our Head of Operations, Louise, an email at louise@modaliving.com , with a copy of your CV and a covering letter telling us why you want to work for Moda and what you\''ll bring to the party.Think you''re up for the challenge and want to show us what you''re made of? Send us a copy of your CV and why you want to join ..... full job details .....