Residence Manager

The Residents Manager will lead the on-site team to provide our residents, client, and customers an
exceptional experience. They have responsibility for: -

1. The Concierge, Security, and Amenities (if applicable) teams
2. Our fantastic resident amenities
3. Community engagement and events

The Residents Manager should strive to become a key contact for our residents, team members and
client through building strong relationships.
They will take ownership of the end-to-end resident journey and experience, from the point of move
in onwards. Seeking to enhance the resident experience wherever possible, ensuring service delivery
against service expectations and SLAs. Overseeing any front of house offering and concierge service
and establishing and implementing amenity management and customer engagement strategies and
initiatives.

Asset Management:
To support the ongoing asset management routines of the development, aiming to ensure contract,
risk and mobilisation management tasks are completed in an efficient and timely manner.

Mobilisation: Supporting the POD mobilisation process. This will include but is not limited to: -
1. Liaising with key stakeholders such as the client, outgoing agents, the POD new business team,
client relationship team and POD employees generally.
2. Ensuring mobilisation tasks are meticulously completed and recorded in the relevant systems.
3. Helping to enhance the customers initial experience of POD via the completion of the
mobilisation actions in and efficient and timely manner.
4. Arranging for others to complete tasks as and where appropriate.
5. Reporting on mobilisation statistics and defining actions to improve the same.

Risk Management: Taking ownership of the developments risk management routines where
appropriate, utilising PODs systems and processes to ensure compliance.

This will include but is no limited to: -
1. Liaising with the client relationship / support team, contractors, and customers to facilitate risk
assessments and routine risk management tasks.
2. Maintaining a detailed audit trial of all actions and certification within the POD system.
3. Reporting on compliance levels within the development and defining actions to improve the
same.

Health and Safety:
1. Support with the monitoring and supervision of contractors, carrying out works on and around
the development
2. To ensure all irregular incidents are investigated and reported to the Estate Director. To provide
a response to emergency queries (out of normal office hours) directing colleagues as
appropriate including attendance where necessary
3. Ensure 100% H&S and PPM compliance on the estate including Risk Management in
collaboration with the Maintenance team
4. Undertake required risk assessments, health and safety checks and routine testing
requirements ensuring concerns are acted upon

Contract Management: Taking ownership of the developments contract management routines where
appropriate, utilitising POD systems to ensure the appropriate contracts are tendered, implemented
and any arising actions recorded.

1. Liaise with the client relationship / support team and contractors to ensure each development
has a completed and appropriate contract schedule implemented.
2. Tender contracts and ensure value for money is obtained.
3. Ensure the necessary information is saved to the POD systems and any relevant actions are
diarised as appropriate.

Financial Management: Assisting withthe drafting, control and reporting of the service charge budget
and expenditure of the Development.

Team Management
Ensuring a great internal customer experience, motivating and supporting all direct reports
Overseeing the recruitment of new team members - working closely with the Talent Team and
Recruitment Agencies
Ensuring a smooth and meticulous induction is planned for each new starter along with all the
necessary training
Performance management of the team, including quarterly 1-2-1s and annual appraisals
Managing holiday and sickness absences including recording in Sage HR and organising shift
cover
Sending accurate payroll information over to Payroll every month including overtime, unpaid
leave etc.General Management
Attend and organise internal and external meetings including defects meetings, ops meetings,
client meetings etc.
Taking responsibility for all soft services such as landscaping, cleaning etc.
Carrying out regular inspection audits of the site and take/organise remedial action if and
when required

PERSONAL SPECIFICATION:
At POD, we are responsive, dynamic and we take pride in what we do, we are meticulous in our
approach, so that customers experience great service.
At POD we are committed to:

The POD Values
You should always display the key POD values:
* Meticulous- preparation, process, detail, diligent, methodical, specific
* Dedicated - commitment, belief, passion, self-discipline, enthusiasm
* Smart - innovative, resourceful, original, creative, effective
* Supportive - collaborative, honest, communicative, flexible, team-player
Customer Service

Act as an ambassador of the POD brand, recognising the importance of exceling at customer service
both externally and internally.
* Always interact in an enthused and empathetic manner
* Answer the phone politely, identifying yourself and the POD brand.
* Answer emails and any other medium of correspondence politely, identifying yourself and the
POD brand.
* Respond to complaints or concerns and find the appropriate solution. Seeking the support of
your wider POD team as appropriate.
* Be empathetic in relation to our customers' requests, queries, or concerns.
* Request further inhouse training or learning if you deem it is required.
For line management roles you must seek to embed the same into your team.

Health & Safety
We are committed to ensuring the health and safety of our employees, clients and anyone affected
by our business activities, and to providing a safe environment for all those attending our premises.
Every employee at POD plays a part in ensuring we achieve this, remaining mindful that we will take
care in everything we do:
* All employees should use our smart technology to record and manage their safety routines,
learn from trends, and seek to improve together.
* All employees should be dedicated to keeping their sites, residents, visitors, team and
workplaces safe.
* All employees should be meticulous in their approach to safety, tracking, inspecting,
monitoring, auditing, reviewing, recording, and learning.
* All employees should support each other to ensure we take care of our physical and mental
wellbeing.
We are committed to maintaining safe and healthy working conditions through control of the health
and safety risks arising from our work activities, taking steps to prevent accidents and cases of workrelated
ill health. Employees should be conscious to their responsibilities in this regard and seek clarity
if they so require it.
Financial Management
In the context of your role support the wider POD team with the ongoing financial management of the
development. Remaining conscious of development budgets, asking for information as needed.
Compliance
All employees must be responsible for ensuring compliance with all company rules, procedures and
obligations in relation to data protection and the safe storage, processing, sharing and use of data in
relation to the company, its clients or customers

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age