Block Manager

What is essential for this role is having the right attitude to fit our team, deliver great service for our customers, and have some previous experience within Block Management. If you have excellent communication skills, the ability to plan workloads, the desire to run be a part of a positive team and the drive to help others, please read on About You We know who thrives in our team. If the following sounds like we are describing you then read on, you will likely love being a part of our team. Be human - you put yourself in your customer's shoes and keep your promises Look for the better way - 'that will do’ is something you never say. Your open to ideas and enjoy thinking creatively You know people are different - every customer is different. You take time to understand their needs and help provide a service that exceeds their expectations You give great service - You celebrate the good things and learn from the bad, you want to stand out for all of the right reasons You like to keep things simple - you simplify the complex so that everybody can understand what you mean You want to grow - You know the only limits to how far you can progress is how much you are willing to learn and so you're constantly working to learn more so you can reach your potential You're organised - you recognise that your customers and team are relying on you to have the right information to hand when it's needed About the Role Your role in our team is to ensure you and the Service Managers in your team deliver efficient and accurate support for those customers you look after so we can keep our promise of a better kind of property management service. In order to deliver this here are some of the activities you will be completing on a week-to-week basis: Ensuring reactive maintenance requests that come through via email and phone are responded to in a timely manner Obtaining customer reviews every month to ensure we are living up to our brand promise Responding to all emails within 24 hours Assisting (and learning from) Property Managers to resolve challenges on larger projects Meeting customers and contractors on site to help resolve challenges Ensuring all relevant information is up to date and filed properly on our internal system so we all have it to hand when we need it Promote customer service excellence through leading by example and always ensure the best customer experience is provided Communicate frequently with customers you are dealing with, ensuring at every touch point they are kept informed and updated with progress of a job, task, project or query Obtain feefo’s (customer reviews) in line with the company target of 50 feefo’s per month, to ensure company and personal growth To provide monthly reports on time, accurately and in the format/method requested Issuing of all Major works, accountable for Notices and overseeing works, ensuring that all formalities are adhered to Ensure monthly/quarterly newsletters are well presented with useful content and sent out on time Direct (as appropriate) any service manager or support staff assigned to your portfolio Manage the block finances to achieve no more than 5% variance on budget vs actual expenses at year end in any accounting period About Us At PBM we’ve made it our mission to create a new kind of property management; a world where flat ownership is a pleasure, not a chore. We are proud of the team of people we have built and supported that really are the lifeblood of our business. We are all ambitious individuals that constantly challenge ourselves to improve. We invest in our skills so we can add value, whatever our role, enabling to support each other and our clients alike. It also results in us using smart tools, technology and processes to drive performance at pace. You will be joining a team of 12 passionate, supportive and fun people working together in our open plan office, with a training room and chill out area downstairs. Whether directly or indirectly every member of our team has a role to play in delivering value to our customers. It’s important we embrace the unique personalities of our colleagues and our clients, and we lead by example. We don’t hide mistakes or point the finger of blame, ever. If we sound like a team you would love to be a part of then simply apply now. Benefits: Perkbox Weekly Fresh Fruit Delivery Annual (Discretionary) Bonus Scheme Dec each year Pay Reviews Annually (April/May) End of year awards ceremony where the person with best email response times / most 5 reviews etc wins vouchers Every Friday 9am - Internal training - This is set out in an annual schedule and includes industry specific training, customer service and other relevant subjects. Often it will require the trainer to have completed a short online course first (which the company pays for) before presenting what they learned to the team. Improves researching and presenting skills and builds confidence. 4.30pm - We provide drinks and nibbles and… Core Values (everyone shares what they have done to show a value that week, others score and the overall winner holds the award and gets a prize) 5pm - Star of the week - Recognition from peers as we count up the votes and the winner gets the star of the week award Team Catchup 5.15pm - General chit chat about what’s been happening, new business, improvements, ideas or just what made us laugh that week. People can they stay later if they want and play board games (from 1st September we will have more space for stuff like this) Monthly: Last Friday of every month 12pm - Lunch & Learn - Company provides lunch and different staff take turns to share something they like (doesn’t have to be work related). Half Day Training from 1pm to 4.30pm - The company will deliver team building and other developmental training sessions based on CIPD structured training sessions. Once our new staff are here we are going to do a refresh on Vision, Mission and purpose. After completion of probation Trialling Flexi-time (option to work 8.30am-5pm or 9.30am-6pm Mon-Thurs)