Assistant Resident Services Manager
The organisation
We are partnering with a leading residential property owner and operator within the build-to-rent sector. This organization has a strong reputation for delivering high-quality homes and customer experiences across its portfolio.
They place a clear focus on service standards, resident satisfaction and team collaboration, creating an environment where employees are supported to deliver consistently high performance. The business also promotes internal progression and encourages teams to work collectively to achieve shared goals.
Responsibilities
* Supporting the delivery of the customer service strategy in line with agreed standards.
* Managing and developing a team of Resident Services Associates.
* Leading the team to improve resident satisfaction and service delivery.
* Overseeing the resident journey including move‑ins, move‑outs and enquiries.
* Handling escalated resident queries and complaints.
* Supporting operational activities including inspections, void management and health and safety checks.
* Managing team rosters and ensuring effective front‑of‑house coverage.
* Deputising for the Resident Services Manager when required.
* Building relationships with internal teams and external partners.
* Supporting the delivery of resident events and engagement initiatives.
The Assistant Resident Services Manager will also contribute to reporting, compliance and ongoing service improvements across the site.
Skills and Requirements
* Previous experience within property management is essential.
* Demonstrable experience managing or supervising a team.
* Strong communication skills, both written and verbal.
* A working knowledge of delivering against targets and KPIs.
* Ability to build relationships with residents, colleagues and partners.
* A customer‑focused approach with attention to detail.
* Ability to manage multiple priorities in a fast‑moving environment.
* A positive and resilient approach to problem solving.
* Relevant qualifications in property or customer service would be advantageous.
This Assistant Resident Services Manager role would suit someone looking to step into a leadership position or further develop their management experience within a customer‑focused property environment.
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