Base pay range
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Tenancy Team Manager
Location: Reading
Salary: £45,000 - £55,000 + benefits
I'm partnered with a rapidly growing provider of new-build, single-family rental homes that is quickly becoming one of the UK's largest operators in the sector. Following significant recent portfolio expansion, they are now looking to appoint a Tenancy Team Manager to lead a high-performing tenancy services function and drive exceptional customer experience across the full tenancy lifecycle.
Key Responsibilities
* Customer Service Leadership
o Drive a culture of outstanding customer service across all tenancy touchpoints.
o Ensure prompt, clear, and supportive communication with residents.
o Take ownership of complex or sensitive tenant issues.
* Team Management & Operations
o Lead and support Tenancy Managers and Customer Service Coordinators.
o Conduct monthly 1‑2‑1s, mid‑year and annual performance reviews.
o Ensure consistent, compliant delivery of tenancy services across the portfolio.
o Promote collaboration, accountability, and continuous improvement.
* Tenancy Services Oversight
o Compliance with relevant legislation and policies.
o Issuing notices and coordinating legal matters.
o End‑of‑tenancy communications, inspections, and handovers.
o Deposit returns and dispute resolution.
o Mid‑term property inspections.
o Ongoing in‑tenancy support.
* Complaint Handling
o Own and resolve tenant complaints professionally and promptly.
o Analyse complaint trends and implement preventative measures.
* Compliance & Risk
o Maintain expert knowledge of UK tenancy legislation.
o Identify and mitigate operational risks.
* Data & Service Improvement
o Use data insights to monitor service delivery, track issues, and drive improvements.
o Implement new processes to increase efficiency and tenant satisfaction.
* Reporting & Stakeholder Engagement
o Provide detailed tenancy and performance reports to the Head of Property Management.
o Present insights to the Senior Leadership Team to support strategic decisions.
o Collaborate with internal teams and external partners to ensure seamless service delivery.
Skills & Experience
* Proven experience in residential tenancy management.
* ARLA qualification.
* Strong customer service and complaint‑resolution background.
* Excellent knowledge of UK tenancy legislation.
* Exceptional communication, organisation, and problem‑solving skills.
* Confident working with data and reporting to senior stakeholders.
* Proactive, solutions‑focused, and able to work autonomously.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Customer Service
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