Deputy Community Manager

ROLE OVERVIEW

Role: Deputy Community Manager

Reporting to: Community Manager

Property: Cortland Cassiobury, Watford

# Of Units: 367 Units

Amenities: Club Lounge, Workspaces, Gym, Courtyard, Media Room

COMPANY OVERVIEW

At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in US Build-to-Rent (BTR), our high performance continues to drive exponential growth - and we invite you to join us on our journey toward excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

With developments across the UK in cities like Watford, Manchester, and Birmingham, we are dedicated to delivering better living on every level.

We are looking for above and beyond team members to help create the new gold standard for renting in the UK - one with the highest level of service where the resident always comes first.

ROLE RESPONSIBILITIES

As a Deputy Community Manager, you will support the Community Manager in the seamless operation of Cortland Cassiobury, a flagship Build to Rent community. Your focus will be on delivering an outstanding resident experience, assisting in property operations, maintaining occupancy targets and ensuring smooth team coordination. You will work alongside the Community Manager to foster a welcoming and engaging community while maintaining operational efficiency and compliance.

As the Deputy Community Manageryou would be performing several roles simultaneously, such as:

Resident Experience & Community Engagement

• Support the Community Manager in ensuring an exceptional living experience for all residents.
• Act as a key point of contact for resident queries, resolving concerns with professionalism.
• Assist in planning and executing resident events and initiatives to build a vibrant community.
• Promote resident engagement through digital platforms, newsletters, and social media.
• Maintain a welcoming atmosphere within the community, embodying Cortland's hospitality-driven approach.

Operational & Property Management

• Assist in overseeing the day-to-day management of the property, ensuring high standards of service.
• Conduct regular property inspections to ensure compliance with health and safety regulations.
• Work with maintenance teams to address service requests efficiently.
• Ensure accurate tenancy administration, including leasing documentation and renewals.
• Support in ensuring that Cortland are fully compliant with any local legislation requirements, for example, local council licensing schemes
• Support in implementing operational policies and procedures that align with Cortland's standards.
• Ensuring you are proactive in upcoming property management and rental sector legislation and take steps with your team and line manager to prepare for any required changes to ensure full compliance
• Support the Community Manager preparing reports as required by the business for their Line Manager on key performance indicators
• To hold weekly team meetings to ensure responsibilities are allocated, milestones agreed and there is efficient use of resources amongst your team
• To deal with any Resident issues that may arise and to lead the team to act in the same manner
• Complaint management : to ensure that Residents receive exemplary levels of service from on-site staff and any third party. Complaints or expressions of dis-satisfaction should be taken seriously, and Cortland's complaints processes should be followed at all times
• Oversee and maintain staff scheduling, including rota planning, availability management, and the approval of sickness requests
• Manage end-of-tenancy deposit return cases, including handling and resolving deposit disputes in line with company policy and legal requirements

The Deal Sealer

• Go above and beyond to make prospective residents feel so at home they will never want to leave
• Oversee the optimization of occupancy and work with the Leasing Manager to increase viewings by finding new ways to boost online engagement, update promotions and advertising, and create new marketing strategies
• Ensure that the team shop the competition to stay one step ahead so that we always offer the best level of service
• Communicate with clarity and enthusiasm, assuring residents that your development is where they want to live and a place, they will love to call home
• Support in processing deals efficiently and keep the residents updated consistently throughout

Financial & Commercial Performance

• Assist with rent collection and debt management , budget management, and financial reporting.
• Monitor occupancy levels and take the lead in leasing efforts to achieve the business targets ensuring to monitor teams performance

• To be fully informed of competitors and industry trends in order to provide insights to support strategic decision-making.
• Help track property performance against KPIs and SLAs.

Team Leadership & Development

• Provide guidance and support to on-site team members, including leasing and resident experience staff.
• Provide training to new resident experience and leasing associates.
• Act as a deputy in the absence of the Community Manager.
• Assist in training and developing the team to ensure consistent delivery of high service standards.
• Foster a positive team culture that reflects Cortland's core values.
• Hold regular 121 meetings with your team to drive performance and engagement in their role.
• Be available for out of hours emergencies.