Resident Services Manager

Join a leading residential property organisation as a Resident Services Manager, where you'll play a pivotal role in shaping vibrant, welcoming communities. This is a dynamic, people-focused role ideal for an experienced leader in residential services or hospitality with a passion for service excellence and community engagement.

What You'll Be Doing

Customer Experience & Community Engagement

• Lead the onsite Resident Services Team (RST) and reception, delivering outstanding front-line service.
• Champion resident satisfaction by managing feedback, resolving concerns, and coordinating move-ins/outs.
• Organise resident events, engagement plans and quarterly service surgeries to build a strong community culture.

Operations & Service Delivery

• Oversee day-to-day property management, including amenity spaces, voids, tenancy matters and compliance.
• Ensure high standards in cleanliness, maintenance, and communal space presentation.
• Lead on software-based compliance monitoring and support RST with viewings and site tours.

Financial & Performance Management

• Own income performance for your community, supporting rent optimisation and budget control.
• Collaborate with lettings and procurement teams to meet financial and operational KPIs.

Leadership & Team Development

• Recruit, mentor and develop RSA team members, delivering inductions and continuous training aligned with brand standards.
• Provide hands-on leadership during the defects period, and remain available out of hours when required.

Health & Safety & Reporting

• Manage all fire safety matters and ensure adherence to evolving health and safety legislation.
• Conduct property inspections and produce accurate, data-driven reports for stakeholders.

What You'll Bring

• Proven experience in residential property or hospitality leadership.
• Knowledge of property management, landlord & tenant legislation, and health & safety (H&S).
• Excellent interpersonal, organisational and reporting skills.
• Proficient in Microsoft Office; knowledge of reporting dashboards and CRM tools desirable.
• IRPM Level 2 or equivalent qualifications (preferred but not essential).
• A proactive, community-first attitude with a collaborative spirit.