Overview
Role Summary: We are seeking a driven Senior Property Manager for the high-end 800+ unit Build-to-Rent (BTR) in Croydon, Greater London. You will be responsible for all aspects of daily operations, including managing the physical buildings, ensuring health & safety, risk and compliance, overseeing on-site staff, and maintaining the properties’ market reputation. The successful candidate will demonstrate exceptional customer service, attention to detail, operational expertise, and strong leadership skills. You will also support the Senior Management Team and work closely with Operations, Leasing and Revenue Management and Accounting teams to ensure timely delivery of building works and property projects, aligned with residential needs and investor requirements.
Company Overview: CompassRock provides asset and property management services to the rental housing sector. Originally founded in the U.S., the company has expanded to the UK and is growing its Build-to-Rent (BTR) assets across England and Europe. Backed by private equity, CompassRock is in an exciting growth phase, actively acquiring and developing new assets at a fast pace. The company values entrepreneurial, innovative thinking and offers opportunities for career advancement and professional development.
Key Responsibilities
- Operational Management: Manage a high-end BTR property, ensuring a safe environment for residents, visitors and staff; oversee smooth daily operations; conduct regular inspections to maintain high standards and meet residents’ needs.
- Team and Contractor Management: Supervise on-site property teams, manage external contractors, and coordinate routine and emergency repairs to maintain high property standards.
- Operations and Utilities: Oversee utilities, services, and common areas across the properties, and manage overall operational efficiency.
- Strategic Planning and Reporting: Lead market operations, implement business strategies, ensure timely project delivery, document progress, and keep stakeholders informed.
- Operational Administration: Ensure adherence to company processes and handle general administrative and KPI responsibilities.
Leadership
- Planning and Efficiency: Lead strategic planning for the property, drive high standards, and implement initiatives to improve management efficiency.
- Team Management and Development: Assist in recruiting, inducting, and developing teams; inspire staff to meet high service and operational standards; provide on-site leadership and conduct performance evaluations.
Safety & Compliance
- Safety Certification: Work with the Facilities Manager and Head of Facilities and Health & Safety to ensure safety is maintained in line with regulations and best practice.
- Reporting and Liaison: Compile compliance reports and maintain routine correspondence with the facilities manager, residents, third parties, and external valuers.
- Legal Awareness: Stay current with property-related laws and ensure compliance with local and national standards.
Strategy & Planning
- Revenue and Cost Management: Seek opportunities to increase revenue and implement cost-saving strategies for maintenance and utilities.
- Value Enhancement: Develop long-term plans for enhancing property value and provide advisory on property investments and management.
- Planning and Documentation: Drive planning strategy and manage site changes with councils and local authorities, including owning and maintaining documentation and planning applications.
Customer Service
- Resident Service: Provide best-in-class advisory and proactive service to residents, ensuring high satisfaction.
- Issue Resolution: Resolve resident issues and handle complaints promptly and effectively, promoting satisfaction and retention.
- Query Management: Respond to queries promptly and take appropriate action to resolve service issues.
Resident Relations & Community Building
- Organise and oversee resident engagement initiatives and community events.
- Develop programs to foster a sense of community within the building.
- Resolve resident issues quickly to ensure a positive living experience.
Financial Management
- Budget and Financial Oversight: Manage the property budget and reserve funds for long-term maintenance.
- Income and Expenditure Monitoring: Collaborate with the finance/accounts team to monitor income and expenditure, ensuring profitability and alignment with budget, taxes, and insurance requirements.
Technology & Systems
- System Oversight: Oversee the use of property management software systems (e.g., Real Page).
- Data Management: Ensure data accuracy and security within digital property systems.
- Staff Training: Assist in training staff on new technologies and tools to enhance operational efficiency.
ESG / Sustainability
- Assist the company in achieving sustainability goals by implementing ESG strategies and initiatives.
Targets and KPIs
- Work diligently to meet specified targets and KPIs set by the management team.
Requirements
Qualifications
- Bachelor’s degree in real estate, business administration, or a related field (desirable).
- Professional certifications (desirable) such as: MRICS; MTPI.
Experience
- Proven track record in property management, ideally within the BTR or residential property sector, with a minimum of 5 years of experience, including 2–3 years in a senior or leadership role (essential).
- Resident relations: Strong track record of maintaining high resident satisfaction and resolving disputes efficiently (essential).
- Team management: Experience leading property management teams, contractors, or vendors (essential).
Skills
- Leadership & People Management: Proven ability to lead teams and manage external contractors (essential).
- Organisational and time management: Excellent organizational and time management skills (essential).
- Communication: Excellent written and verbal communication with residents, staff, and stakeholders (essential).
- Problem-solving: Strong problem-solving abilities to resolve disputes and maintenance issues (essential).
- Knowledge of property law and compliance: Familiarity with local building regulations, health and safety laws, and licensing (essential).
- Technology proficiency: Familiar with property management software and office tools (real Page, Excel, Word) (desirable).
- Financial acumen: Understanding of financial statements, cash flow management, and budgeting (essential).
Personal Qualities
- Attention to detail: Ensuring properties meet high standards for safety, compliance, and presentation (essential).
- Proactive and initiative-driven: Ability to foresee issues and address them before escalation (desirable).
- Flexibility: Ability to adapt to changing circumstances in a fast-paced environment (desirable).
- Positive, can-do attitude: Critical in managing teams and delivering top service (essential).
Remuneration / Bonuses / Benefits
- Base salary: £60k - £65k.
- Bonus: Discretionary bonus scheme.
- Benefits: 25 days annual leave, private health insurance, Nest Pension Scheme, Cycle to Work, Company Sick Pay.
Working Hours & Location
Working hours: Monday – Saturday with some evening attendance required. Location: on-site in Easter Croydon, Greater London.
Equal Opportunities Statement
We are an Equal Opportunities Employer, committed to creating an inclusive, diverse, and equitable workplace. We provide equal opportunities for everyone and offer reasonable adjustments to ensure all candidates have a fair chance during the recruitment process.
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