Jobs

General Manager

  • urbanbubble
Company: urbanbubble
Salary: £45,000 - £55,000
Location: Manchester
  • Full Time
  • Anywhere

A great opportunity to head up the onsite leadership of a prestigious new scheme in Manchester with more to follow nationally in the coming months

Reports to: Head of Build-to-Rent

Direct reports: Front of House, Maintenance and Housekeeper

Location: Manchester City Centre

Salary: £45,000 to £55,000

Purpose of the role:

urbanbubble requires an outstanding General Manager to lead the team of an exciting new development in Manchester. The General Manager will be solely responsible for delivering all aspects of the letting and management of the development, including the delivery of exceptionally high quality customer service. To oversee the Resident Services, Facilities Management and all 3rd party suppliers, including contractors and marketing providers working on/in the building or the development in relation to:

  • Letting up & Stabilisation
  • Marketing and Advertising
  • Property & Block Management
  • Health & Safety
  • People Management
  • Compliance Management

Responsibilities

The key indicators for the customers proposition is summarised below: 

Customer experience

From the very first point of contact, the entire customer experience will be designed around delivering exceptional customer service, which is built on providing convenience and choice regarding how the customer wishes to interact. Over and above the service, included within the proposition, are features more aligned to a luxury hotel experience for residents, including access to free broadband and a resident’s only gym, as well as the use of a communal lounge area.

Community

Residents within the development will be given the opportunity to meet fellow residents through a range of initiatives designed to develop a sense of community. In addition, the management of the building will seek to contribute to the regeneration of the area by making positive contributions and promote local businesses to encourage growth within the area.

Customer and Client Costs

Simple, transparent and fair costs all rent and services with no hidden costs. 

Financial

  • Managing the budget account for the building, ensuring the operation is run both efficiently and effectively
  • Maximising income – ensuring occupancy absorption rates are met in line with targets; rents are collected on time and ancillary income targets are met
  • Minimising costs and containing gross to net leakage by effective operational management and 3rd party procurement
  • Preparing and maintaining budget on behalf of urbanbubble and the client

People: 

  • Recruiting, developing and retaining an awesome engaging on-site team
  • Managing the on-site team that lets and maintains the apartments in a manner that ensures that customer safety and quality of customer service remain paramount
  • Produce and oversee annual rotas for on-site staff including holiday leave and sickness cover
  • Implement urbanbubble’s approach to effective performance management

Operations: 

  • Ensuring that the customer journey is smooth and effective creating a seamless experience to convert prospects into residents
  • Ensuring the move-in and move-out processes are as simple and stress free as possible for both the customer and the on-site team
  • Working with colleagues to identify opportunities to simplify and improve operational processes that will improve customer service
  • Develop and implement the reporting of Key Performance Indicators as a way of monitoring operational effectiveness

Building: 

  • Running a legally and regulatory compliant building at all times
  • Overseeing the management of the building fabric including management of the facilities team who are employed to maintain and clean the common areas of the property
  • Procure and manage contracted out services supported by the Facilities Manager and the urbanbubble property management teams

Legal and Regulatory Compliance 

  • Ensure all Health and Safety matters are inspected, monitored and actioned appropriately
  • Ensure the building is legally compliant at all times and we act within the guidance of our regulatory body

Community building 

  • Creating a sense of community within the building by fostering resident interaction on-line (e.g via social media) or through hosting event
  • Building links between the residents community and the City Centre neighbourhood

Customer service 

  • Record, respond and resolve customer complaints as efficiently as possible
  • Undertake customer surveys to improve the overall proposition

Public relations 

  • To produce content on digital platforms where appropriate e.g. Twitter, Facebook, Instagram etc

Health & Safety: 

  • To ensure there is a fitting approach to risk assessments and method statements
  • To outline safe operational procedures which identify and take account of all relevant hazards, recommending and implementing necessary changes to working practices as required
  • To oversee and review Health and Safety audits and appropriate follow-through, to ensure policies and procedures are being properly implemented and a safe environment is provided for residents and staff and to keep the tracking system up to date
  • To oversee the delivery of all annual testing and training for our people to ensure total compliance, maintaining robust records
  • To check working order and condition of: Lighting; Heating; Fire control system, Alarms and Smoke Ventilation; Lifts; Water pumps and tanks; Doors and windows; Waste chutes; Access control systems, locks and security

People Management: 

  • To lead the team, contributing proactively to operations and role modelling the values and key behaviours
  • To recruit, develop and retain talent
  • To promote peak performance through proper objective setting, one to one’s, personal development, team meetings and performance reviews
  • To manage and support the team with any issues or changes they may experience, such as sickness absence, maternity or poor performance for example, operating in line with regulations and policy
  • To ensure all policies and processes are adhered to and regulations respected, with accurate and timely work delivered by you and members of your team
  • To promote effective two-way communication and true engagement
  • To identify and meet individual learning needs, acting as coach and mentor as required
  • People management skills and the ability to achieve great results through people

Specific core skills:

  • Strong communication, influencing and relationship skills with the ability to work with colleagues at all levels within the organisation
  • First class skills in delivering and sustaining high quality customer service, including negotiation skills and dealing with difficult situations
  • Ability to work proactively and to use initiative in a highly competitive and dynamic environment
  • Excellent time management / prioritisation and organisational skills
  • High levels of energy, drive, enthusiasm and passion for developing themselves and supporting their team
  • To effectively manage and lead the team and to provide the customers with consistently efficient and high quality services
  • To provide and present performance and relevant business reports as required by the Head of Build to Rent including performance and financial reports and forecasts
  • To lead on the effective management of Health and Safety to ensure the highest standards of health and safety are achieved
  • To promote effective client relationships and achieve high customer satisfaction
  • To lead on, develop, implement, and monitor quality processes to ensure compliance and continuous improvement targets are being met
  • To participate and contribute, as required, to the strategic and operational management of the business
  • To provide, as required, out of hours support for the on-site team
  • To manage and coordinate contractors when needed
  • To keep all legal documentation in presentable fashion and available at all times
  • To co-ordinate, instruct and allow access for services to the development, such as refuse collection, deliveries, repairs and maintenance and utility companies
  • To provide guidance and assistance to residents in a willing and friendly manner to ensure that the highest levels of customer care and service are maintained at all times
  • To deal effectively with complaints and remain courteous at all times
  • Proficient in the use of Microsoft office packages including Word, Excel and Outlook as well as other systems such as databases or booking systems (training will be provided)
  • Health & Safety and Environmental Legislation – must be proficient with current Health, Safety and Environment legislation and practice.

Reporting lines: 

The General Manager will report to Head of Build to Rent.

The General Manager will have 2 direct reports (Resident Services Manager and Facilities Manager) and will oversee the whole team.

Qualifications required: 

  • IRPM foundation level (or willingness to work towards)

Desirable:

  • Health & Safety qualification
  • ARLA qualification

Experience required:  

  • Strong people management
  • Outstanding customer service
  • Proficient IT skills
  • Knowledge of building management

Attitude/approach:

  • Exhibits behaviours that support the core values of the business
  • Flexible and proactive approach to workload
  • Positive and Can Do
  • Focus and commitment to deliver and execute plans
  • Calm under pressure
  • Cares about detail and accuracy, and committed to getting the job done well

urbanbubble requires people who are professional, hardworking, innovative, passionate; who are effective in their roles and who truly engage with the customer.

We are an equal opportunity employer, and invite disabled applicants to contact us to identify any additional support you may need during the recruitment process.

Click here to apply online

To apply for this job email your details to kirsty.butcher@placenorthwest.co.uk

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