Resident Services Manager - Walworth Estate

Job Description

Purpose of the RoleBased in the Merrow Street Site office, the role(s) will be an estate services manager to oversee minor works, undertake appropriate repairs, monitor estate wide contracts and service delivery and be a customer focus point across the Walworth EstateThe purpose is to provide a direct and comprehensive building maintenance service and customer service at the Walworth Estate. This will be a direct maintenance role covering all general handyperson jobs and role including general maintenance, repairs, redecorationsand basic appliance maintenance.The role will be customer facing and include fire alarm system monitoring & control, , key management, security checks, maintenance checks and H&S management, contractor management and undertake and number of repair and maintenance works across the portfolio.Key Responsibilities

• Undertake direct repairs to Walworth properties and interacting with tenants.
• Provide first class customer service to residents
• Monitor and manage the estate fire alarm system, control panel and actions. This will include checking alarms, resetting faults, fire evacuation management, liaison with residents, contractors and fire service.
• To undertake all items of repair and maintenance to the properties, (excluding gas works) buildings and wider estate, including the minor repair of fixtures and fittings where necessary or as instructed by the client and/or facility manager.
• Undertaking general “handy person” repairs and maintenance and redecorations including, plumbing, painting, repairs, basis white goods and appliance maintenance, remedy defects and fault finding and providing a wide range of repairs and “fixes” for residentsacross the Walworth Estate.
• Regularly check external areas for any potential danger to people on site.
• Assist with deliveries and general office duties.
• Responsible for all planned preventative maintenance on site, including but not limited to proactive and reactive work.
• To assist with minor plumbing matters including unblocking sinks and drains, tracing leaks and flushing through pipework in vacant properties.
• To act as contact for residents to report maintenance issues and to arrange access where required.
• Co-ordinating all contractor appointments and logging issues in order that required service levels are attained
• To conduct and record regular monthly inspections of common parts and grounds to ensure there are no Health and Safety issues evident or any security concerns. To conduct and record inspections of vacant properties as necessary in order to comply with theclient’s insurance requirements
• Manage the estate key system, including ensuring complete adherence to sign out and sign in procedures. To release keys to contractors and residents as required and ensure that keys are returned within appropriate time frames.
• Meet and greet tenants who are moving in on evenings and weekends to welcome them and provide overview of the property, white goods and systems
• Ensuring communal areas and available apartments are well presented and appealing to prospective tenants at all times
• To escalate issues or incidents to the Portfolio Manager as appropriate, ensuring that incidents are recorded as per the company policy and that appropriate remedial or mitigation actions are taken in a timely manner.
• Monitor tasks and actions on Prism, or any other compliance monitoring software as per changing client or business requirements, ensuring that appropriate steps are taken to manage risk and comply with all statutory requirements. To enure that all outstandingtasks and actions.

Skills, Knowledge and Experience

• Strong interpersonal skills
• Proactive and dynamic taking ownership of all of core duties
• Competent at basic building repairs and maintenance.
• Knowledge of health and safety procedures and precautions, including IOSHH regulations and an awareness of health and hygiene procedures.
• Literacy and Numeracy skills sufficient to check delivery notes, measurements etc.
• Able to regularly handle/carry items.
• Accuracy and attention to detail
• Understanding of Fire and H&S management and requirements
• Excellent communication skills displaying sensitivities to and understanding of residents’ needs
• Ability to handle multiple tasks
• IT Competent.
• Flexible and cooperative at all times, working as a member of a Team
• Use initiative and take responsibility for providing solutions
• Well-groomed and of smart appearance
• Dynamic approach, problem solving, well organized and ability to work well under pressure

Physical EffortAt certain points of the day the post holder will be expected to undertake bending, lifting and stretching in the course of their duties e.g. minor maintenance work, remedial painting and decorating, repairs to fixing, receiving deliveries of goods and equipment,setting out and putting away furniture.Due to the nature of the post there will be an expectation that the post holder will be exposed to dirt and dust which on occasions, for example adverse weather conditions, may be higher than normal.Required: Experience in undertaking minor maintenance tasks, using basic tools and painting and decorating.NB: This job description is intended to give the post-holder an appreciation of the role envisaged and the range of duties and responsibilities to be undertaken. It does not attempt to cover every activity.Specific tasks and objectives will be agreed with the post-holder at regular intervals. The post-holder will be required, at all times, to perform any other reasonable task as requested by the Contract Manager/Operations Manager, in order to meet the operationalneeds of the business.Working Hours - Various shifts on rota. 9 am – 5pm Monday to Friday.Flexible working hours considered.Salary - Guided at Circa £40,000 - £45,000 pa#LI-DNIPlease see our Benefits Booklet for more information.