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BTR Ops Manager

To be responsible for the day to day running of the BTR / PRS department and lead the team to deliver services to clients and residents.

REPORTS TO

Director BTR & PRS

WORKING HOURS

Monday – Friday 9:00am-5.30pm

JOB PURPOSE

To be responsible for the day to day running of the BTR / PRS department and lead the team to deliver services to clients and residents. This includes oversight and involvement in the following areas where support will be provided:
• Client Relationships
• Staff Recruitment / Training
• Mobilisation
• Operational Budgets
• H&S / Compliance
• Lettings
• Customer Experience

RESPONSIBILITIES AND ACCOUNTABILITIES

• Managing the performance of line reports the members of the BTR team including carrying out monthly one to ones with all direct line reports and undertaking annual appraisals

• Ensure that the training of the BTR team is up to date and that any new starters are trained and inducted competently, including any onsite teams.

• To be involved in the recruitment of the BTR team members

• Support on or lead with mobilisation of any new BTR sites.

• Ensure that processes, procedures and policies are in place and followed correctly

• Understanding client requirements and ensure that all KPIs and SLAs are met

• Ensuring that clients strategies on portfolio performance are met and optimised

• Regularly engage with clients and hold regular client meetings and set agendas and document meetings with clear minutes and actions.

• Hold regular internal client strategic reviews to ensure the smooth running of the portfolio

• Ensure that client MI and reporting is issued at agreed timescales and that the content is accurate

• To provide initiative and new ways of reporting / financial management / market Comparables

• Work closely with the accounts teams to ensure that financial records are correct in order to produce accurate reporting

• Setting operational budgets and tracking spend versus budget on a regular basis

• Keep up to date with changes in legislation and statutory compliance and implement any required changes

• Ensure that the portfolio meets all statutory compliance, health and safety requirements

• Ensure that all council licences are in place including (but not limited to) HMO licences, selective licences

• Ensure that any Local Authority Notices or Environmental Health Notices are resolved and/or complied with

• Ensure that the BTR team understand all tenant and lease requirements

• Ensure that any residents issues or complaints are resolved in accordance with Navana’s complaints policy

• Contribute to appointment and management of any 3rd party suppliers including contractors and suppliers

• Working closely with the Customer & Experience team to improve community engagement, customer experience, and to ensure a smooth customer journey

• To remain flexible to meet the demands of an agile and growing business

Candidate Requirements

• Educated to Degree Level
• ARLA NFOPP Level 3 England or Scotland
• IRPM 1
• Advanced IT skills
• At least 5 years working experience

Our Group Vision

We seek to create and manage places and properties that make a sustainable and positive difference to people communities and the planet.

Our Principles – Guiding our individual and collective behaviour

  • Brave – In thought and act.
  • Honest – With ourselves, with each other and with our clients and partners.
  • Connected– To others, trends and the world around us.
  • Inquisitive – Because the why is always more important than the now.
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