Interim Head Service Delivery jobs

Purpose of the Role

Overall responsibility for the delivery and leadership of day-to-day operations on a 667 apartment BTR development in Ealing. Accountable for onsite lettings and property management teams to ensure the successful delivery of services to residents and the client. Responsible for improving efficiency and increasing profits whilst maintaining a market leading resident experience.

You will have overall responsibility for the operations and performance of your development. You will be ensuring the smooth running of your site, all statutory H&S requirements are met, leading on sustainability and customer experience initiatives and ensuring that your team engage with residents in a professional and approachable manner.

From time to time, your role will also to be to support the Senior Portfolio Manager in other areas of the portfolio where required such as site visits to other assets, mentoring Residents Services Managers and helping to shape the future strategy for the portfolio.

Key Responsibilities

Staff

• To set clear objectives in line with business strategy and to measure and manage performance against these
• To conduct regular 121 meetings, hold team meetings and complete probationary, interim and annual appraisals as per company guidance
• To provide equal opportunities to team members via allocation of opportunity (client exposure, project work, coaching and training) in line with our promotion, succession and talent process and our D&I strategy
• To adhere to all company processes in people management and to role model professional behaviours at all times, ensuring an inclusive workplace with zero tolerance of discrimination
• To ensure recruitment is completed professionally and in line with team / divisional / company goals, thinking strategically re future needs and in line with our D&I objectives
• Provide induction training for all team members ensure each new team members is provided with a 3-month induction plan, training records and access to learning tools and a mentor
• Coach, mentor, and develop staff including overseeing new employee onboarding, providing career development planning and opportunities
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility where required
• Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning
• Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary
• Lead employees to meet the organisation’s expectations for productivity, quality, continuous improvement, and goal accomplishment

Leasing

• Provide the Portfolio Manager and Client with insight into the local market, competitors and local demographic
• Liaise with the Portfolio Manager and Head of lettings to agree leasing & marketing strategy for the initial let up phase of the development and once the development becomes stabilised
• Where required assist the RSM / Leasing Manager with the tenancy journey from enquiry through to move in
• Conduct regular market appraisals and provide the Portfolio Manager / client with feedback regarding pricing strategy etc

Commercial

• Ensure all purchasing levels are within authorised limits using nominated suppliers only
• Control all costs within budgeted responsibilities, maintaining records of all spend per property
• Ensure all invoicing for your properties is correct and all financial procedures are adhered to
• Review daily all outstanding payments and bad debtors report for your property
• Take the lead on bad debt cases, ensuring the Savills accounts team are kept updated and legal processes are instructed as required
• Establishing and delivering additional income streams where appropriate
• Analyse site expenditure and look for ways to gain cost savings where appropriate
• Hold business reviews quarterly with the team to discuss site performance and agree improvements

Property

• Conduct weekly building checks within each asset and manage any issue to rectification
• Ensure all property management issues reported are dealt with in a timely fashion
• Maintain excellent working relationships with external contractors and suppliers
• Work with the Facilities Manager to agree PPM contracts for your assets
• Undertake legal action and progressing insurance claims where necessary
• Liaising with Estate Managers on all external and grounds maintenance issues
• Responsible for Health and Safety compliance coordination utilising Savills systems; liaising with the Estate managers where required
• Meet regularly with the FM to discuss compliance measures within each property
• Schedule and carry out where applicable all statutory training with team
• In the event of any major incident or crisis be available to support team
• Liaise and build a relationship with the tenants of the commercial units on site to ensure a strong relationship and to resolve any issues that may arise

Customer Service

• Creating a community feel through communication, events and innovations
• Coordinating social media activity in conjunction with in-house marketing team
• Be the first point of contact for the team regarding any complex resident’s complaints to ensure these are resolved within relevant time scales
• Ensure your team is providing excellent service to residents

In addition to the tasks described above, the job holder may be required to carry out other duties as may reasonably be required from time to time

Skills, Knowledge and Experience

• Strong customer service ethic / background
• Experience in managing a team of at least 6 people
• Experience in managing expenditure against budget
• Understanding H&S compliance and complex building matters is a must
• Positive, can-do attitude
• Common sense approach
• Ability to think on their feet and make considered decisions
• Outgoing, warm and friendly personality
• Organised, meticulous, tenacious
• Excellent written and spoken etiquette
• IT literate and social media savvy
• Strong financial management skills
• ARLA – Desirable
• IOSH - Desirable

Working Hours - 5 over 7 days – 9am – 6pm (flexibility is required)

Salary - Up to £60,000 + 20% Discretionary bonus linked to KPIs