Senior Resident Services Manager, East London

responsible for leading, managing, and delivering
the onsite resident operations in line with the
Grainger standards and proposition over multiple
schemes. Responsibility includes being accountable
for the financial, operational, and service
performance of their communities.

Responsibilities will include, but are not limited
to:

• Ensure the RST deliver the resident move in and


move out process seamlessly, and all related
streams are complete with in the set time frame.

• Lead and development the on-site team to excel


in the delivery of Grainger's service offering.

• Manage face-to-face enquiries from customers


and deliver consistently elevated levels of
customer service at all times.

• Communicate courteously with customers and


suppliers by telephone, email, letter and face-to-
face.

• Effectively manage customer complaints or any


major incidents, such as a security issue.

• Oversee contractors and inspect completed jobs


on site.

• Manage the move in / out process with the


Resident Services Team

• Ensure financial performance targets achieved., of the Year, Landlord of the Year, Asset

Manager of the Year and PRS Developer of the
Year.

• Our purpose is 'Renting homes, Enriching


lives,' backed by four core values:

o Every home matters
o People at the heart
o Leading the way
o Exceeding expectations.

• We are also a leader in sustainability and


responsibility and a FTSE4Good business. We
have committed to the World Green Building
Council's Net Zero Carbon Buildings
Commitment, and we are committed to making
a positive social impact locally, encouraging
our colleagues to support in the
implementation of our community
programmes.

• Grainger has an active colleague-led Diversity


and Inclusion Network, which is open to
everyone, and provides a forum for raising
awareness and promoting inclusion and
engagement across the whole business. We
also work in partnership with our industry to
promote diversity in the real estate sector,
through initiatives including Real Estate
Balance and the British Property Federation's
Diversity and Inclusion Champions Network.


• Educated to minimum A-Level standard or


equivalent is desirable.

• Obtained the IRPM level 4 qualification would be


advantageous.

• Previous management and leadership experience


in a complex residential property management or
multi-site role in retail or hospitality is essential.

• Good technical knowledge and previous


experience of residential property repair and
construction would be an advantage.

• Knowledge of Landlord and Tenants Act and


Housing / Rents Acts Legislation.

• Demonstrable understanding of H&S requirements


on site.

• Passionate about service delivery and works with a


can-do attitude.

• Ability to work to and achieve tight deadlines with


excellent organisational skills.

• Possess the ability to compile accurate reports,


competent in presenting data and performance
against KPIs and taking swift actions to remedy any
shortfalls

• Possess a sound understanding of legislation


relating to chemicals and dangerous substances
i.e., COSHH. Promote, and by example, always
ensure safe-working practices, including risk
assessments.


• These are exciting times for Grainger plc, an


award-winning FTSE250 property company. As
the UK's largest listed residential landlord, we
are leading the way in the UK private rented
sector and build-to-rent sector. Over the next
five years our business will double in size, from
a £3.2bn portfolio of c.9,650 rental homes in
operation today, we are adding c.6,800 homes
through our £1.8bn development pipeline.

• We operate in one of the most exciting property


sectors in the UK, the fast-growing modern
rental housing market (referred to as the Build
to Rent sector). With over 4.5m households
renting mostly from individual buy-to-let
landlords, the rental market is forecast to grow
by 1.8m, nearly 25% by 2025, and our plans put
us front and centre of this growth market.

• We are changing the way the UK rents by


creating high quality homes built specifically for
renting and professionally managing all these
properties ourselves. Renting in the UK has
previously been considered a poor housing
choice and bad value for money. We are aiming
to revolutionise the UK's housing market
through our professionalism and great
customer service, proving that renting can be
better.

• With a strong commitment to Customer


Service, we are proud that our Net Promoter
Score (NPS), our primary measure of
customer satisfaction, has progressively
improved, rising +16pts to +34 in 2022, ahead
of the likes of Google, Nike Coca Cola and
Amazon.

• Grainger is a multiple award-winning business