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Assistant Community Manager

Reference number: SW-016441
  • Job Type: Full-time
  • Employer: Lendlease
  • Location: Elephant Park
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The primary role objective of the Assistant Community Manager is to support the Community Manager with the day to day running of the property and community by ensuring that policies and procedures are followed, employees receive support, development, training and feedback and, most importantly, to ensure that residents receive the best possible service.

This role will support the day to day operations of the site and also support the reconciliation of resident accounts and payment / processing of invoices.

A requirement of this role will to be available weekends; therefore, you will be required to be available seven days.

Key Results Areas Tasks
 Ensure strong financial performance of the asset by consistent rent/income collections and pursuing outstanding balances. Acting on all delinquent rent in a timely manner per policy.
 Work to optimize occupancy limits while maximizing an effective lease renewal program.
 Work with the property management staff to develop and implement sales and marketing strategies. Increase property traffic levels, maintain closing ratios and work to achieve and exceed budgeted occupancy percentages.

Operational
 Oversee the property lease renewal program to maximize resident renewals.
 Maintain thorough product knowledge of property assigned and that of major competition through site visits/tours and telephone surveys.
 Assist with the day-to-day operations of the apartment community. Assist in the collections, posting, and deposits of various payments; including rent.
 Assist with all daily, weekly and monthly financial and leasing reports.
 Work with Community Manager to direct the efforts of the on-site staff to ensure apartments are ready for move in and are maintained in a satisfactory manner.
 Assume responsibilities for property operations when the schedule results in the Assistant Manager becoming the senior management staff person on site.
 Oversee, approve and prepare lease related paperwork in an accurate and timely manner. Must have the ability to communicate and explain all lease documents to new and existing residents. Ensure all documents are complete prior to resident move in.
 Develop, refine and effectively implement excellent telephone and personal sales skills. Specifically, to respond to site visits or telephone inquiries, conduct site tours, effectively sell to prospects and lease apartments.
 Assist in touring the property when site staff is not available. Site tours include, but are not limited to, transporting and showing the prospect around the property, all property amenities, model apartments and available apartments.
 Oversee and follow established policies and procedures regarding the qualifications, screening and acceptance of applicants for residency.
 Oversee and maintain company customer service standards. Respond to resident requests and work with residents to minimize and resolve resident problems and complaints. Follow through to ensure issues are resolved.
 Assists and supports the Community Manager with communications, assessment and development of all team members

Income Collection:
 Maintain accurate resident records. Update on a daily basis all rents, other income charges, deposits and application fees received from residents.
 Issue appropriate notices when necessary (e.g., late payments, eviction notices, returned payment notifications)
 Use email notifications system to collect and electronically process rental and other income payments
 Actively pursue recovery of delinquent monies and provide list of delinquent accounts to solicitor for eviction action in accordance with the law
 Maintain record of all bad debt accounts showing payment progress

Resident Relations
 Provide quality customer service to all prospective and existing residents
 Physically inspect property when on grounds, picks up litter and reports any service needs to maintenance staff
 Inspect move-outs and vacant units when requested
 Attend resident retention activities as required

Marketing
 Must be knowledgeable of all phases of leasing and resident retention
 Work with lease renewals each month
 Greet prospective clients, show property and perform leasing duties as needed
 Answer and handle incoming phone calls from prospective residents, current residents, vendor/suppliers, etc.
 Monitor on-line lease applications
 Maintain awareness of local market conditions and trends
 Contribute ideas to Community Manager for marketing property and improving resident satisfaction

Administrative
 Understand, operate and manage the receivables software system in accordance with company policies and procedures
 Update system daily for accurate reporting
 Organize and file all applicable reports, leases and paperwork
 Proofread all lease paperwork and process move-ins and move-outs
 Process all security deposit dispositions in a timely manner
 Accept service requests from residents and route to maintenance for prompt processing
 Conduct service follow-up with resident when work is completed
 Be familiar with payables policies and procedures, and maintain payables system when directed by the Community Manager
 Follow required duties as directed by Community Manager

KNOWLEDGE, SKILLS & EXPERIENCE
Qualifications
 Nil

Experience
 3 years’ in a customer service or sales role within the property sector
 Prior experience leading employees is desirable
 Strong working knowledge of community management;
 Ability to project coordinate tasks as well as work independently;
 Highly collaborative and demonstrates an ability to develop and maintain a strong network of internal and external community stakeholders;
 Good rapport builder with excellent verbal and written communication skills;
 A strong communicator with a clear and concise presentation style
 Developing leadership and influencing skills; must demonstrate ability to secure buy-in at all levels within the organisation.
 Forward thinker who is proactive internally and externally;
 Calm and methodical in high pressure situations and crises;
 Personal robustness – able to juggle a number of issues simultaneously and work under considerable pressure;
 Pragmatic – a ‘finisher’ with an eye for detail and the ability to drive through solutions to problems and not just operate at the macro level.

Personal Attributes

 Can evidence all Lendlease Core Capabilities with emphasis on the key capabilities outlined below

RELATIONSHIPS
Key Internal Stakeholders
 Community Manager
 All community employees

Key External Stakeholders
 Prospective residents
 Residents
 Vendors

CORE CAPABILITIES REQUIRED
COLLABORATE
Effective Teaming
Building trust by working together to achieve common goals

Collaborates across the organisation and external teams. Communicates the strategy and maximises outcomes for all parties.
 Adapts team in response to changing business strategy, vision or purpose
 Distils Lendlease’s strategy into actionable priorities to empower teams to create shared goals that contribute to the organisation’s success
 Coaches people on how to create a motivating vision that instils purpose in others
 Builds strong external relationships to drive collaboration in the face of conflicting agendas and priorities

CREATE
Evolving
Finding new and creative ways to solve problems

Demonstrates a passion for working with customers to design solutions. Champions innovation and shares knowledge and ideas with others to optimise customer outcomes.
 Role models a passion for fixing customer problems and socialises internal and external best practice customer feedback methods
 Shares industry and non-industry knowledge, ideas and insights to create solutions that optimise customer outcomes
 Takes a strategic approach to navigating complex customer needs and aligning stakeholders to deliver innovative solutions
 Champions innovation and anticipates market trends to enable Lendlease to respond quickly to ever-evolving customer requirements

DEVELOP
Growing and Improving
Enabling yourself and others to grow and improve capabilities

Leads and drives individual and team development in the organisation. Role models coaching and feedback and shares thought leadership.
 Proactively seeks partnering opportunities to drive own growth and development and bring new external insights and learning to Lendlease
 Role models and rewards effective feedback and coaching behaviours to cultivate a coaching culture
 Actively shares thought leadership, points of view and networks to support others’ growth and drive learning from external experts
 Sets and communicates the vision and direction for continuous learning and capability growth across the organisation to better enable a continuous improvement culture

DELIVER
Taking Ownership
Taking personal responsibility of outcomes for our customers and our people

Accountable for the delivery of organisational and customer outcomes. Drives a culture of safety and quality and embeds best practice to set the standard in the organisation and the industry.
 Actively role models accountability and is visible when things go wrong to ensure delivery of key organisational, customer and people outcomes
 Oversees the implementation of accountability frameworks throughout Lendlease and externally to drive ownership at all levels
 Rewards and recognises safe and quality-focused working practices in the business and externally to drive a culture that does not compromise in these areas
 Actively identifies best practice safety and quality methods and processes and shares insights to support problem solving and outcome delivery

To apply, contact your Southwark Works adviser.  If you live in Southwark and don’t have an Adviser, please complete the form below and someone will contact you.

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