Portfolio Management Officer Operations Manager N/A Folio London B

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1 Role profile Post Responsible to Responsible for Department Competency Level Portfolio Management Officer Operations Manager N/A Folio London B Date May 2017 Job purpose Folio London owns and manages a growing portfolio of properties across the capital; we let houses and flats to our customers at market rent. As a Portfolio Management Officer you will be personally responsible for letting void properties and delivering an excellent service to all of your customers across a small area patch. You will have the required authority, skill and support to creatively address the needs of your customers. You will be the dedicated one point of contact for your customers across your designated portfolio. You will be responsible for building and maintaining an excellent relationship throughout the duration of their tenancy. On a daily basis your key tasks will involve ordering and managing repairs, attending viewings, managing estates and dealing with any tenancy issues and breaches as and when they arise. Where necessary you may also work with external managing agents to ensure estates services are managed to Folio London s standards. You will also be responsible for ensuing each Folio London property is let quickly to minimize loss of rental income also ensuring any void work you have requested is carried out to a high standard. You will carry out viewings with prospective tenants and complete all necessary referencing checks and deposit registration to ensure we are compliant with private rent regulations. Key tasks Customer service/ resident contact 1. Creating good customer relationships with all residents (existing and perspective) by sending regular updates and communication in a professional manner even when delivering difficult messages. 2. Welcoming all new residents to Folio, registering new applicants on our IT system; taking enquires from prospective or existing tenants and matching with them properties suitable to their needs. 3. Keeping up to date records of all customer contact on PEX (IT system) to ensure a full audit trail exists. 4. Provide useful tenancy and property information to new tenants (e.g. location of all meters, stop cocks, utility information and local amenities). 5. Arranging appointments with tenants for maintenance work and obtaining

2 customer feedback. 6. Formulating action plans for all ongoing tenant issues until a resolution is achieved. Property Management. 7. Keeping scheme information details for your patch up to date with key information and ongoing issues for utilisation by the team to ensure continuity of service during periods of leave. 8. Seek appropriate support from surveyors and specialist contractors where necessary to diagnose and resolve complex repair issues. Liaise with our Property Asset Management Team regarding pre planned maintenance works to ensure Folio London s stock is well maintained, ensuing we fulfil our client role to ensure value for money. 9. Deal with ASB issues as and when they arise and in line with NHH policy. 10. Carry out regular scheduled internal and external inspections and complete and file inspection reports for future reference. 11. Work with the management team to formulate a long term plan for the buildings you manage. 12. Arrange lock changes and ensure a management set of keys is retained and registered in the key management system. 13. Ensure communal areas and neighbourhoods are clean, safe and well maintained by working with the contractors, caretakers or cleaners as required. You will be asked to manage contractors, cleaners, caretakers and landscape contractors as part of your role. Lettings 14. Taking payments, rent, move in monies and fees, checking with the Tenancy and Renewals Officer that all deposits are registered with the DPS. 15. Managing the lettings and offer process from end to end, including arranging and attending viewings and checking in appointments with tenants and agents; handling multiple offers and confirming offer details to tenants; conducting market research to identify local trends and market rents and taking action on all feedback after viewing to ensure required improvements are made. 16. Setting up new tenancies on PEX and sending them forward booking links. 17. Ensure property is let in a good condition (i.e. that it is clean and there are no outstanding repairs). 18. Qualify applicants by ensuring tenant conforms with right to rent requirements (checking ID in person and taking photographic proof), passing the proof to the Tenancy and Renewals Officer and requesting they start the reference checks. 19. Dealing with tenancy surrenders and vacating tenants. To include ensuring outstanding monies are collected and updating status on PEX and then passing on to Tenancy and Renewals Officer. New schemes 20. Attend user tours to familiarize yourself with any new development to be under your management. 21. Ensure all M&E equipment has been placed under a maintenance contract with PAM. 22. Liaise with Marketing & New Business Officer to keep up to date with

3 developments on your new scheme and changes to practical completion dates, also setting rent levels. 23. Attend handover (receiving keys) ensuring check list of items demonstrated is signed off and cosmetic issues are identified and documented. 24. Manage defects process, reporting and recording all defects cases to ensure a satisfactory outcome of us and our residents. 25. Creating a specification for void works, establishing costs and timescales for works. Health & Safety 26. Maintain 100% compliance for gas, electric, asbestos, FRAs, personal safety device usage, legionella testing. 27. Report near misses and incidents in line with NHH H&S procedures. 28. Serve tort notices and arrange for removal of goods in line with NH communal storage policy. 29. Ensure all voids are H&S compliant (i.e. ensure valid gas certificate, electrical safety cert, EPCs, smoke alarms). Budget Management 30. Effectively manage and be accountable for the expenditure for all properties within your portfolio including the repairs budget for your schemes and flagging potential high spends/overspends to management. 31. Recharge tenants for repairs as and when necessary. 32. Receipting all completed works to ensure contractors are paid swiftly on receipt of invoice. General 33. Updating team board with surrender, voids and under offer information. 34. Depending on the needs of the business, you may also be required to work 35 hours per week, 5 days per week, Monday to Saturday, on a rota basis which operates over the period 8am to 7pm on Monday to Friday and as required on Saturdays. 35. Ensure good inter-team working relationships and strong communication with both internal and external customers at all times to ensure Folio London delivers the best possible service. 36. At all times follow the financial regulations, policies and procedures at NHH. 37. I understand the importance of taking care of my own health and safety and that of others; therefore I will follow the guidance outlined in the NHH Safety Management System. This list of tasks and responsibilities is not exhaustive, the postholder may undertake other duties as required.

4 How do you meet our requirements? Below you will find the skills, abilities, experience and competencies needed to do the job. For further information about the expectations set against the competency level of this role (see above), please refer to the full One Notting Hill competency framework. This is available on our jobs site and intranet, Hive. You ll be assessed on the following criteria at various stages throughout the selection process. Should you be successfully appointed to the role, these same criteria will be considered during your probation/review period and at your biannual on track (appraisals) alongside your objectives set by your manager. You must be able to show Linked core value competency in the following behaviours and abilities 1. Accountability and Resilience Collaboration We challenge and support each other We believe partnerships make us and 2. Managing and leading our communities stronger We are united and we are one NHH 3. Communication and Influencing Integrity We act with integrity and openness We are motivated by the positive 4. Customer Service impact of our work We are independent, financially strong and have good governance 5. Creativity and innovation Inspiration We are inspired by what we do and where we ve come from We are committed, relevant and make 6. Commercial Awareness a difference We believe that our actions can change lives and communities for the better You must also be able to or have the following knowledge, skills or experience 1. Good understanding of the relevant legislation, statutory and regulatory requirements. 2. Willingness to work a rota pattern, evenings and weekends to meet customer needs. 3. The willingness to undertake a training programme and develop the role. 4. Excellent oral and written communication in order to effectively deal with customers and colleagues. The following knowledge, skills or experience is desirable

5 5. Proven experience of working in a lettings and/or property management field 6. Proven experience of working in a customer facing/front line role 7. Hold or work towards ARLA or other similar property letting related qualification.