Regional Support Manager - 12 month fixed-term contract

As the Regional Support Manager, you will play a pivotal role in ensuring the smooth operation of ilas' systems while also fostering a culture of learning and development within the growing team. This role is responsible for providing first-line technical support and designing and delivering training programs for our staff. Your objective is to optimize system functionality and enhance the skills and knowledge of our employees. In-depth knowledge of our systems will be required to enable efficient and supportive solutions to system users across the business., First Line System Support:

• Be the first point of contact for site teams who require support with Yardi.


• Monitor the support request from users and ensure that issues are prioritized and resolved efficiently.


• Logically analyse the information presented by users to provide a solution or refer to vendor support


• Keep all users informed of service issues arising


• Create new users applying the relevant role-based security permissions


• Develop and maintain a knowledge base for common technical problems and solutions.


• Ensure that all support requests are logged, tracked, and documented in a systematic manner.


• Respond and resolve process and policy queries from employees in line with company expectations.


System Maintenance and Improvement:

• Collaborate with IT and system administrators to identify and resolve system issues and improve system performance.


• Oversee system updates, patches, and enhancements to ensure minimal disruption to operations.


• Implement and manage system monitoring tools to proactively identify and address potential problems.


• Work closely with vendor support on more complex issues


• (With support from Head of Data) compile and verify data to be loaded for new sites


• Provide analysis, scoping, and testing on new functionality


• Keep abreast of new features as they are released and evaluate them for inclusion into ila's system


Training and Development:

• Develop a comprehensive training strategy and curriculum for employees to enhance their technical skills and system knowledge.


• Design and deliver training programs, workshops, and materials for staff members, ensuring they are up to date with system changes.


• Assess training needs through surveys and feedback and adjust programs accordingly.


• Support with inductions for new employees to familiarize them with systems, processes and policies.


• Continuously review and make recommendations on current policies and procedures to the Operations Director for continued improvement and establish an effective feedback loop.


• Carry out training sessions for new employees on the day to day operation of the Resident facing leasing and concierge platforms (RentCafe CRM Flex)


Documentation and Reporting

• Maintain detailed records of support requests, resolutions, and training activities.


• Generate regular reports on system performance, support ticket trends, and training effectiveness.


• Use data to identify areas for improvement and implement strategies accordingly.


• Maintain accurate records of training and refresher training held with employees.


• Maintain a knowledgebase of information related to fixes and solutions


• Produce "how to" guides for end users


• Run scheduled and ad-hoc reports
  
  Minimum: educated to A level standard or equivalent.


• A recognised qualification in Business Administration or Leadership would be an advantage.


• Experience in a similar role in either BTR or PBSA.


• Experience in a management capacity in a client facing service industry.


• Experience of leading, coaching, and managing high performing teams.


• Experience of working to KPI's.


• Understanding of residential AST leases and the landlord and resident relationship.


• Understanding of Section 21 Notices


• Financial knowledge including management of P&L statements, forecasting and budgeting, credit and cost control.


• Business development/sales experience.


• Good health and safety and facilities management knowledge.


• Excellent English language skills - both written and spoken.


• IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.


Character & Ability

• A logical thinker, capable of analysing a problem and applying your systems knowledge to provide a timely solution.


• Very detail focussed and able to analyse data accurately


• A confident communicator who can explain complex workflows to all levels of employee


• Professional appearance at all times in line with the Company dress code.


• Strong ability to problem solve, delegate, multi-task, plan and organise.


• Enthusiasm and drive with evidence of "going the extra mile" coupled with strong client focus, a flexible and resilient attitude.


• Ability to work at pace whilst maintaining a high level of accuracy and attention to detail.


• Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines.


• A strong client focus and a resilient attitude.


• Demonstrates a good understanding of the business and the BTR market.


• Friendly and approachable, self-motivated, professional, resilient, adaptable.


• A strong communicator with a direct and open style. You must be able to communicate confidently, fluently and logically, and hold others' attention when speaking.


• Ability to change people's views and influence their decision.


• Ability and willingness to work flexible hours as determined by the needs of the business., UK travel is required for this role, are you required to travel as and when required?


• Do you have experience working in PBSA/BTR or managed residential environment?


Education:

• A-Level or equivalent (required)


Experience:

• management: 1 year (required)


• client facing: 1 year (required)
  
  ila has been built on four brand pillars which form the cornerstone of what we do, how we do it and why. Each element is driven by a desire to have the resident and local community at the core of everything we do. Our purpose is to provide accommodation that our residents feel proud to call home, with kind and welcoming in-house staff. Each property offers flexibility that enables tenants to achieve their lifestyle aspirations, whilst reflecting the culture and connection of their local community.


ila is a UK focused fully integrated real estate investor, developer, and operator with a Build-to-Rent residential portfolio of over 3,800 homes. The full-service platform acquires, develops, manages, and operates high quality rental homes across the UK. The business is focused on delivering and operating Build-to-Rent residential housing that is purposely designed and professionally managed for our residents.

The company's ambition is to become the UK's leading specialist manager of Build -to-Rent residential communities across the UK.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: £36,000.00-£40,000.00 per year

Benefits:

• Company pension


• Free parking


• Life insurance


• On-site parking


• Private medical insurance


• Store discount


Schedule:

• 8 hour shift


• Monday to Friday


Supplemental pay types:

• Bonus scheme


• Yearly bonus