Operations Manager

West Midlands

Job Ref

562

Location

West Midlands

The Building & Estate Management team deliver services for apartment blocks and freehold estates nationwide. The Operations Manager will lead, mentor, and support a team of Property Managers and on-site staff, taking accountability for the delivery of an industry leading residential property management service.

You will ensure that the Property Management team deliver excellence in everything they do. This incorporates health, safety & compliance, financial stewardship, and management of our contractors and supply chain – keeping the customer at the centre of everything we do.

You will split your time between working at home, in the office and across the region. You will work alongside the Property Managers and Property Assistants to ensure that departmental KPIs are achieved, and you will take responsibility for fostering great relationships with our key clients and stakeholders.

Job Duties

To take full responsibility for the provision of an industry leading property management service to all developments within your region in compliance with ARMA-Q, the RICS code of practice and Company policy.
To develop and maintain excellent relationships with Clients and Customers, providing accurate and timely reporting in accordance with Client instructions.
Providing excellent customer service by ensuring all client and resident enquiries are responded to quickly and professionally, taking ownership of complex issues where necessary to avoid escalation to a formal complaint
Taking ownership for the accurate provision of service charge budgets and reserve provision across your region, ensuring compliance with the lease and Client instructions
Overseeing all reactive and planned maintenance across your region, guiding, and supporting your team to deal with complex Section 20 consultations and major works in compliance with applicable legislation, guidance, and regulations
Maintaining strong relationships with internal and external stakeholders for the benefit of the Client and Company
Leading, mentoring, and guiding a team of Property Managers, developing each team member’s skills and knowledge
Maintaining a structured and regular review process for each member of your team, keeping track of their training and development, and the good management of their developments
Taking a pro-active approach to the management of all aspects of health, safety, and compliance, ensuring your team are attending to any risks in a timely and professional manner
Conducting ad-hoc site inspections with your team, ensuring site inspections are carried out to a high standard, and providing guidance and supporting with any complex maintenance issues
Managing contractors to deliver a high quality, value for money service in accordance with Centrick’s contract management strategy
Attending Client and resident meetings to support your team, sometimes outside of office hours at a time to suit our clients
Taking ownership of client relationship management on all sites within your region
Providing all services in accordance with our Centrick Customer Service Charter
Supporting the day to day running of the department in line with Director guidance
Holding monthly meetings with your team, providing industry, company, and performance updates
Attending and actively participating in Senior Leadership and Operational team meetings, providing suggestions, and taking responsibility for service improvements
Maintaining a strong technical knowledge of all applicable legislation, regulation, guidance, and best practice
Working closely with the Directors to contribute to the strategic leadership and management of the Department
Provide effective advice, guidance, and support to the wider Estate Management team
Maintaining a motivated, engaged, and vibrant team
Proactively assisting the Directors to increase efficiency, reduce liabilities and increase profitability of the service
Take responsibility for promoting positive, open, and effective communication with Clients and Customers to ensure high quality service delivery and to continually improve the Company reputation
To be an ambassador to the Company and Company values
Maintaining and promoting successful working relationships across the Company and with external service providers

Skills and Qualifications

Excellent written and verbal communication with a high level of written English
In-depth knowledge of all applicable legislation, guidance, and regulations
Experience in leading and motivating a team of Property Managers
Experience in overseeing complex major works and Section 20 consultations
A track record of delivering a high-quality property management service across a diverse portfolio
The ability to proactively problem solves, and find solutions to complex issues
A commitment to continued professional learning and development
Proficient IT user, able to use Microsoft packages as well as a range of internal systems
Thrives in a fast paced, fluid environment
MIRPM qualification or the commitment to work towards it is essential

Function

Property Management

Status

Full Time

Type

Permanent