Location
Chapter Ealing

Hours
Full Time - standard working hours applicable to the role

Salary
Negotiable

About the Role
You will run an autonomous business unit taking overall responsibility and accountability for the operations including team members, daily activities, and the resources of the property to achieve established budgeted financial and operational goals. Leading the team by example, your focus will be to build a vibrant, safe and welcoming community that residents enjoy being part of. You will act as a role model by demonstrating core values and lead the team to create positive, memorable experiences by exceeding expectations for all residents. Working closely with marketing, you will shape local marketing and leasing strategies based on relevant market data to achieve occupancy and revenue goals. You will ensure marketing campaigns, advertising and promotional activities are effectively implemented and establish strong relationships with internal and external stakeholders including sales, marketing groups, and universities. Proactive resident engagement is key to improving service delivery and enhancing community events. You will manage financial performance by preparing and forecasting annual budgets, attending regular P&L reviews, and promoting investor satisfaction through timely reporting and communication. Resident satisfaction and retention will be promoted by ensuring timely responses to questions, requests and complaints, taking appropriate action to resolve issues. You will assess team training needs, develop team capabilities, and ensure adherence to policies and systems. Responsibilities also include managing purchase orders and invoices, overseeing tenancy management processes such as inspections and evictions, and working closely with Health & Safety to maintain a safe environment. You will ensure compliance with company policies, laws and regulations governing housing operations and residential lettings. Maintenance and refurbishment projects will be managed to high standards within agreed budgets and timescales. Regular community walkabouts and inspections will ensure the property, grounds, buildings and amenities meet established standards for safety, cleanliness, and appeal. Key relationships include Regional Operations Managers, Investors & Portfolio Management Team, and Corporate Support Teams such as HR, Finance, Systems, Sales & Marketing, Health & Safety and Capital Projects.

Experience
Proven experience successfully driving leasing performance and managing operations within the property sector or a similar environment. Demonstrated leadership in managing teams and delivering service excellence in a management role. Detailed knowledge of Landlord/Tenant Legislation. Experience in financial management including budgeting, forecasting and P&L reviews.

About you
A strong team player capable of working autonomously and taking ownership. Excellent organisational skills with the ability to multitask and prioritise effectively. Excellent verbal and written communication skills. Numerical skills necessary to manage financial and operational activities. Demonstrated management and leadership skills to recruit, lead, direct, evaluate and manage team members to achieve high performance. Self-aware and culturally sensitive with adaptable relationship building, communication and negotiation skills. Flexible and adaptable to working in a fast-paced, changing environment. Enthusiastic about delivering exceptional experiences to stakeholders and committed to continuous personal and professional development.

Qualifications
Good level of general education. Proficient in Microsoft Office packages including Word, Excel and Outlook. Proficiency in property management software is preferred; training will be provided. Knowledge and understanding of UK Health and Safety policies, preferably with recognised training such as IOSH or NEBOSH.