Job Description
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.
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