Assistant Residential Manager - Marylebone

• Department:
  Property Management
• Sub-Department:
  Residential Management
• Reports to:
  
  Senior Residential Manager
• Location:
  
  Marylebone, London

About the role:

The Residential Management department delivers a property management service to a portfolio of long and short-term rental properties owned by the Howard de Walden Estate, varying in size from studio flats to large period townhouses. The department delivers a service that is in accordance with the current legislation, the RICS Code of Practice, and the standard operating procedures of the company.

The Company’s assets are divided into four portfolios. This role will support each portfolio’s Residential Manager. The role will support in the day-to-day management alongside the annual and quarterly Company requirements.

The role will also obtain the knowledge and experience to support the Commercial Management department when required (i.e. when the Commercial Property Secretary is on annual leave, other absences and during times of high workload).

What you will do:

Move-Ins & Move-Outs

• Manage the Move (HTM) Portal Management:
  Input all move-in and move-out details into the HTM system, ensuring accurate contact details and meter readings for Change of Tenancy (COT) processes.
• Council Tax:
  Liaise with Westminster Council and HDWE internal accounts team to manage and reconcile period council tax bills and associated approvals for Council Tax invoices.
• Welcome Packs:
  Prepare and distribute Tenant Welcome Packs on behalf of Residential Property Managers (RPM’s); arrange meet & greet appointments in coordination with the RPM’s diary.
• Deposit Administration:
  Complete deposit memos for release following negotiations by RMs; unprotect deposits in the Tenancy Deposit Scheme (TDS) following approval.
• Case Management:
  Ensure Move-In and Move-Out Cases are created within D365 for core void related activities such as pre-tenancy cleans and fire alarm checks

Day-to-Day Operational Support

• Maintenance Line Handling:
  Answer calls on the maintenance line, pass on messages toRPMs, and raise works orders as required.
• Works Order Logging:
  Log and track basic works orders in response to RPM inspections of communal areas and escalate where necessary.
• Utilities:
  Liaise with relevant parties to ensure utility bills in Landlord name are actioned as required.
• Data Entry:
  Input key data into D365, including reasons for tenant departures and tracking upcoming move-outs to ensure required steps are taken in advance.
• Post Management:
  Assist RPMs with handling returned mail ("RTS") and ensure relevant correspondence is redirected to current occupiers where appropriate.
• Site Visits:
  Where required, accompany RPM to site visits for exposure to Residential portfolio and building knowledge experience.
• Lock-Out & Out of Hours (OOHs):
  To handle management of Lock-Out database, for when tenants lock themselves out of their properties (a chargeable cost) and raise associatedcharges to the Tenancy Ledger, liaising with the Finance Department. Access Assistance:
  When required, assist tenants or contractors with access into the residential units, ensuring compliance with the HDWE Key Management System.

Compliance Support

• HSFRA Task Assignment:
  Assist RPMs with assigning Health, Safety, and Fire Risk Assessment (HSFRA) actions to the appropriate internal department, for efficient resolution
• EPCs: monitor upcoming EPC expiries and co-ordinate with RPM and assessor for instruction and attendance. Associated uploading of documentation and record logging.

What you will need:

• One to two years’ experience in the residential property industry.
• Excellent communicator – clear and professional approach to all residents, colleagues and contractors. Able to listen to occupiers concerns diplomatically, resolving issues where possible and escalating when necessary.
• Customer Service – a strong focus on occupier satisfaction and empathy alongside problem solving when addressing their concerns.
• Organisation and time management – able to meet deadlines, manage schedules and prioritise workloads.
• Great team player supporting the Residential Property Management department.
• Ability to deal with issues arising with on a daily basis
• Proficie…