Location
Chapter Westminster, London

Hours
Full Time

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.

Key responsibilities include acting as a role model by demonstrating core values, leading the team to create positive memorable experiences by exceeding resident expectations, and working closely with marketing to shape local marketing and leasing strategies based on market data to achieve occupancy and revenue goals. You will ensure effective implementation of marketing campaigns, establish and maintain relationships with internal and external stakeholders, and actively engage with residents to improve service delivery and enhance community events.

You will be responsible for meeting targeted revenues through rate recommendations and payment monitoring, preparing and forecasting annual budgets, managing financial performance with 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 inquiries and complaints.

Additional duties include assessing team training needs, developing team capabilities, managing purchase orders and invoices, overseeing tenancy management processes, driving a safety culture in partnership with Health & Safety teams, ensuring compliance with company policies and relevant laws, managing maintenance and refurbishments, and conducting regular community inspections to maintain high standards of safety, cleanliness, and appearance.

You will work closely with Regional Operations Managers, Investors & Portfolio Management Teams, and Corporate Support Teams including 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 experience with a track record of delivering service excellence in a management role. Detailed knowledge of Landlord/Tenant Legislation. Experience recruiting, leading, directing, evaluating, and managing team members to achieve high performance, including maintenance specialists.

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. Strong numerical skills necessary for financial and operational management. Self and culturally aware with adaptable relationship building, communication, and negotiation skills. Flexible and able to thrive 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 applications including Word, Excel, and Outlook. Proficiency in property management software is preferred but training will be provided. Knowledge and understanding of UK Health and Safety policies, preferably with recognised training such as IOSH or NEBOSH. Evidence of change management delivery is desirable.