Duties and Responsibilities
Operations • Ensure the Estate is being managed efficiently and effectively within agreed parameters. Agree and monitor SLA’s and KPI’s in respect of operations e.g. security, maintenance, cleaning, resident’s amenities etc. Oversee the provisions of operating procedures across all activities. Undertake regular reviews of best practice in respect of site operations in conjunction with service providers. Environment • Oversee the activity of the community and Security teams (where applicable) to provide a safe environment. Contribute to the management of information to residents originating from site e.g., website etc. Customer Relations •Manage and develop a supportive and sympathetic service to residents and respond to complaints in line with the established procedures. Administration • Ensure that all Estate Management documents are held securely (or otherwise) and are in compliance with Data Protection. Maintain records and administration systems in respect of site activities, as determined by Tandem and BRL.
Financial • Review monthly budget v expenditure working alongside the Tandem finance team. • Present Estate & Operational Reports to the client.
• Prepare annual service charge budgets for review and presentation to the Tandem finance team. • Provide operational information to support the preparation of the annual service charge budget. Support expenditure to date reports. • Support the collection of arrears where required by Tandem’s finance team. • Assist the Block Managers where required with enquiries from residents in relation to the Estate Management service charge. 12
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