Working at Fizzy

Role Summary:

The Assistant Manager is responsible for coordinating and delivering the leasing and reservations activities and assisting the Community Manager in the day to day management of this portfolio to achieve budgeted revenue, occupancy priorities, resident retention and leasing goals and objectives.

Key Role Responsibilities:

• Acts as a role model at all times by demonstrating the core values.
• Responsible for viewing activities ensuring that the Property meets the required Company standards, follow up calls are carried out and feedback is received following all viewings.
• Actively participates in the leasing process by generating and monitoring traffic, qualifying prospects, preparing tenancy documentation, and completing move-in/move-out and notice to vacate procedures in accordance with established policies and procedures.
• Uses the Company’s property systems to generate sales and leasing reports and monitors unit availability data and ensuring it is accurate and up to date.
• Actively seeks interaction and contact with residents to proactively seek to improve service delivery.
• Oversees on-site enquiries, ensuring an appropriate inventory of “ready” apartments, recommending rent pricing and concessions, and monitoring the day-to-day sales and leasing activities.
• Develops and maintains local knowledge and information resources relevant to resident needs i.e. travel, entertainment and amenities.
• Stays informed about current market and competitor conditions that may impact the community’s occupancy and results.
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  Organisational
  
• Promotes resident satisfaction and retention by ensuring a timely response to questions, requests and complaints and taking appropriate action to resolve and address service issues.
  
• Co-ordinates the tenancy management process by making periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement.
  
• Monitors payments and chases outstanding rent arrears following rent collection processes to meet business goals whilst promoting tenancy extensions and other revenue streams.
  
• Works with the maintenance team to ensure the physical aspects of the community meet the Company’s standards for overall appearance and co-ordinates and inspects show flats for market alignment and touring prospective residents.
  
• Promotes investor satisfaction and retention through timely reporting about the performance of the properties, and responds quickly and with urgency to client/owner concerns, questions, issues, and requests.
  
• Reviews and analyses financial and other operational reports to identify and resolve issues impacting leasing performance, and accesses the Company’s internal resources as needed to support solutions.
  
• Acts up covering the Community Manager responsibilities’ in his or her absence ensuring work is organised and executed in line with Greystar expectations.
  
• Participates where required in an on call roster to provide out of hours emergency support for the Community.
  
• Ensures the operation of the Community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings.
  
• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
  
• Demonstrates appropriate safe behaviours in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
  
• Identifies areas for improvement, offers suggestions to improve efficiency and productivity, and implements ideas that achieve operational excellence.
  
• Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications, or utilising other appropriate method(s) to obtain business and professional information, and applies knowledge and practices to area(s) of responsibility.

Key Relationships:

• Sales & Marketing, Regional Operations Managers, Investors & Portfolio Management Team.
• Corporate Support Teams including HR, Finance, Systems & Capital Projects.

Knowledge & Qualifications:

• Good level of general education.
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• Proficiency in using property operations software. Training will however, be provided.

Experience & Skills:

Essential:

• Experience of successfully driving leasing/sales performance and managing operations including P&L responsibility and budget monitoring within the property sector or similar environment.
• Detailed knowledge of Landlord/Tenant Legislation
• A strong team player but capable of working autonomously and taking ownership.
• Flexible approach to working in a fast-paced environment and adaptable to thriving in a changing environment.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Fluent English verbal and written communication skills.
• Excellent organisation skills with the ability to multi task and prioritise.
• Numerical skills necessary to complete the above activities.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

Desirable:

• Demonstrable ability to coach and mentor team members.

• Experience of motivating a team and a proven track record in delivering service excellence in a similar management role/ environment.

A knowledge and understanding of UK Health and Safety policies

Behaviours & Values:

Integrity - We will stay true to the highest ethical standards and principles, and be honest, trustworthy, and humble in all of our words and actions.

Respect - We will accept and value our individual differences and show genuine consideration for the thoughts, needs, and ideas of others. We value and encourage a work/life balance.

Accountability - We will take responsibility and accept ownership for our words, actions, tasks, and results, and respectfully hold others to the same standard.

Professionalism - We will proudly present a positive, dignified, and business-like image at all times through our appearance, behaviour, and interactions with others.

Teamwork - We will work together to accomplish goals, solve problems, and enrich our work environment.

Service - We will make service our top priority by giving our time, knowledge, and experience to serve the needs of our customers, community, and team members.

Role Summary:

Supports the General Operations Manager and Community Managers to achieve operations and financial goals through overseeing the teams and performing the facilities tasks of a technical services and property maintenance function to both the internal and external parts of buildings, Public Realm and grounds, amenities, and multifamily blocks common areas to meet the Company’s requirements for building standards, health and safety, statutory compliance and overall asset functionality.

Key Role Responsibilities:

People

• Acts as a role model at all times by demonstrating the core values
• Works with external stakeholders on a regular basis i.e. local council, project managers, fire services, contractors to ensure properties and the Public Realm are compliant in all aspects.
• Hires, onboards and develops capability of Facilities Maintenance for Multifamily blocks and Estate team members in order to meet key performance goals and future succession requirements.
• Works with General and Community Managers to develop a positive culture aligned to our brand pillars; championing consistency and operational excellence in the area of facilities management. Proactive in reaching continuous improvement through constant feedback to team members and to General and Community Managers.
• Actively seeks interaction and contact with residents with aim to improve service delivery and takes appropriate action to resolve and address service issues.
• Demonstrates clear understanding of key relationships with Landlords and Leaseholders of for sale blocks, Housing Associations, Multifamily blocks team members and residents, Energy Centre stakeholders, Retail tenants and contractors, Public Realm users and Wider Greystar Groups.

Product/Operational Excellence

• Constitutes the takeover point from Construction to Operations of all Mechanical & Electrical, Building Maintenance Systems, Audio-Video Systems and Plants; participates in all handover trainings and ensures the growing facilities maintenance team is trained on all systems.
• Monitors the building services maintenance and management regime to ensure the mechanical, electrical and other building services plant and equipment reach their expected life span. Notification of major defects or failure trends to the General Operations Manager and Community Managers and with recommended actions and costings where appropriate.
• Works with Greystar Estate team, while leading the Facilities Maintenance team to ensure Fabric, Electrical and Mechanical works are correctly specified and technical advice is available, being the point of contact for Capital works handover back to the property.
• Provides the General Manager and Wider Business team with monthly reporting of PPM, potential life cycle replacement and contractor performance reviews.
• Inspects and signs off on other maintenance team members’ work to assess workmanship and effectiveness of policies and procedures; develops corrective action plans as needed.
• Develops and actions regular planned preventative maintenance (PPM) schedules with the approved supply chain of contractors at the required intervals. Contributes to the selection and management of the PPM Contractors.
• Assigns and ensures completion of work orders generated from resident requests for service within the appropriate time and to the required standards, as well as ensuring the routine upkeep on the properties by diagnosing the source or cause of the defect or problem, and making repairs in accordance with established policies, procedures, and safety standards.
• Originates, approves and submits purchase orders and processes invoices from vendors, contractors and service providers for payment; manages communication with finance team members and other stakeholders, as required.

Profitability

• Maintains adequate inventory of spare parts and maintenance materials and works with Community Manager to order supplies and tools as needed to stay within budgetary guidelines.
• Monitors reactive, statutory and PPM, works ensuring service level agreements are met, and accurate, up to date records are kept on systems and at the property.
• Coordinates and monitors minor works contractors and suppliers’ standards; retains accurate stock records, site operations log, including all relevant RAMS & Permits to work, testing records and conducts annual PAT testing to achieve statutory compliance. Ensures that the Asset Management Plan documentation (Operations and Maintenance Manuals, Health and Safety File and Statutory records) are maintained in an up to date state in each property.
• Reviews and actions site risk assessments and method statements as required with Community Manager. Checks that there are no Contractors allowed within or on the property without the necessary RAM’s, PPE, induction and permit to work notices when appropriate. Carries out the requirements of HASWA and CDM.
• Is available on call out of hours to respond to emergency situations to resolve problems or contact contractors to address.
• Ensures that the appearance and physical aspects of the properties and of the Public Realm meet established standards through routine quality and safety inspections, and communicates concerns and requests for capital as needed to provide for the physical upkeep of each property in the portfolio.

• Contributes to the development of the annual budget(s) for the properties and is accountable for attainment of related budget goals by analysing and evaluating financial statements, reconciling monthly statements against approved budget, and working with the General and Community Managers on explaining any variances

Organizational Responsibilities:

• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organizational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
• Demonstrates appropriate safe behaviours in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
• Identifies areas for improvement, offers suggestions to improve efficiency and productivity, and implements ideas that achieve operational excellence.
• Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes.

Key Relationships:

• General Operations Manager, Community Manager, and Teams
• Housing Associations and Tide Construction Teams
• Contractors and Suppliers
• Corporate Support Teams including Estates Management, Development, HR, Finance, H&S
  

Role Summary:

Delivers all daily operational responsibilities creating an exceptional 24/7 Resident experience. Day to day duties for the Community include marketing, building maintenance and tenancy administration and delivering an exceptional resident experience. Actively builds strong relationships with contractors, suppliers and third parties to ensure the Resident experience is seamless and Residents receive service levels which exceed their expectations.

Key Role Responsibilities;

• • Conducts sales and leasing activities including: viewings, following up on enquiries, and sales conversions.
• • Plans and organises daily activities to maximise the time to achieve targeted leasing numbers
• • Converts prospects and leads into viewing appointments and bookings to achieve targeted leasing numbers.
• • Ensures all data capture systems and details of contact are updated in an accurate and timely manner as required.
• • Welcomes on site enquiries and potential residents in a warm and friendly manner ensuring a first impression of exceptional customer service.
• • Follows up on receipt of required documentation, contract returns and processes payments.
• • Conducts scheduled Residents’ apartment visits.
• • Manages cancellations.
• • Responds to online (webchat) and email enquiries in a professional and engaging manner
• • Supports other communities when required including cross selling based upon potential resident requirements.

Role Summary:

To contribute to an exceptional resident experience through the provision of a high standard of repairs and maintenance tasks. To inspect and diagnose faults and repairs in addition to undertaking minor day to day repairs and decoration to the building(s), grounds and equipment.

Key Role Responsibilities:

• Work as part of a friendly and supportive team playing a vital role within the Community team to ensure all our residents enjoy a high level of cleanliness throughout their community.
• Communicate effectively with customers, clients and colleagues; demonstrating a clear understanding of the issue and using initiative to respond accordingly
• Maintain a focus on delivering services within agreed budgetary & resource parameters
• Monitor the electronic maintenance reporting system through TCAS or Base 360 daily ensuring tasks are completed to a high standard and within suitable time scales, corresponding with tenants when required.
• Administer all property maintenance & records in accordance with Greystar policies & procedures
• Maintain adequate levels of spares, stock and supplies, ensuring effective forward planning
• To respond to calls outside office hours which cannot be resolved without a presence on site referring to appropriate contractors as necessary
• Undertake repair and maintenance tasks to a high quality including plumbing; joinery and carpentry; painting/decorating; maintenance of lighting and; required statutory testing
• Understand and respond to health and safety matters in an appropriate & timely manner
• Moving furniture and heavy items from location to location on site as required
• Ensure all common parts of the site including refuse and recycling facilities are frequently inspected and maintained to the highest standards of repair & cleanliness.
• Co-ordinate Contractors/Suppliers executing minor works contract on site
• Monitor Sub-Contractors performance to standard and retain accurate records of their site operations including all relevant RAMS & Permits to Work.
• Highlight and assist with the management of any community works.
• Assist the Community Manager in key management ensuring high levels of security at all times.
• Accompany external contractors whilst on site in line with key management and access to accommodation policies and practice.
• Ensure annual checks are carried out for their statutory insurance and qualifications.
• Ensure the gardens and grounds maintenance to the property are well maintained, clean, tidy and hazard free, supervising external contractors as required
• Manage & maintain all statutory testing records, utilising other team members where appropriate
• Carry out annual PAT testing and inspections of emergency lighting, weekly fire alarm tests and fire evacuations
• Practices proper safety techniques in accordance with Company and safe systems of work guidelines
• Report any incidents or accidents to the Community Manager using the correct system and documentation
• Review site risk assessments as required with Community Manager.
• Look to maximise efficiency of utilities.

Organisational Responsibilities:

• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
• Demonstrates appropriate safe behaviours in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
• Identifies areas for improvement, offers suggestions to improve efficiency and productivity, and implements ideas that achieve operational excellence.
• Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes.

Knowledge & Qualifications:

• A reasonable level of general education educated to O’ Level / GCSE level or equivalent with demonstrable written and numerical skills.
• Awareness of H&S requirements on site

• Continually strives to improve knowledge, skills and abilities to produce the best results
• A recognised trade qualification, Building Crafts Operative Certificate, City and Guilds or NVQ relevant to undertaking repairs and maintenance in a residential building is essential

Experience & Skills:

Essential:

• Experience of undertaking repairs and maintenance in a domestic residential environment or as a general builder /residential construction in the following trades; plumber, electrician or carpenter
• Fluent English verbal and written communication skills
• Helpful, friendly personality with effective communication skills behaving in a professional, courteous and helpful manner towards colleagues and residents at all times
• Good team player with strong relationship building and influencing skills
• Positive approach and ability to work with little supervision
• Ability to determine cost effective solutions to repairs
• Contractor & Supplier Supervision skills are desirable
• Excellent organisation skills with the ability to multi task and prioritise
• Numerical skills necessary to complete the above activities
• Flexible approach to work and adaptable to thrive in a changing environment.

Behaviours & Values:

Integrity - We will stay true to the highest ethical standards and principles, and be honest, trustworthy, and humble in all of our words and actions.

Respect - We will accept and value our individual differences and show genuine consideration for the thoughts, needs, and ideas of others. We value and encourage a work/life balance.

Accountability - We will take responsibility and accept ownership for our words, actions, tasks, and results, and respectfully hold others to the same standard.

Professionalism - We will proudly present a positive, dignified, and business-like image at all times through our appearance, behaviour, and interactions with others.

Teamwork - We will work together to accomplish goals, solve problems, and enrich our work environment.

Service - We will make service our top priority by giving our time, knowledge, and experience to serve the needs of our customers, community, and team members.