Resident Services Manager
Single-Family Build to Rent | Tenancy Operations
Monday-Friday 9-5:30pm
£30000-£35000 plus Bonus
About the Role
This is a great opportunity to join a leading operator in the single-family Build to Rent (BTR) sector. As Resident Services Manager, you will be responsible for delivering high-quality tenancy services throughout the full resident lifecycle, ensuring compliance, clear communication, and a consistently positive resident experience. You will work closely with your line manager and team to manage day-to-day tenancy operations, resolve resident queries, and support the smooth running of mid-term and end-of-tenancy processes. Success in this role requires a genuine commitment to exceptional customer service, strong communication skills, a solid understanding of tenancy legislation, and excellent organisational ability.
Key Responsibilities
* Resident Services Management: Administer all aspects of the resident lifecycle including move-ins, renewals, and move-outs. Issue and manage legal notices in line with current legislation. Coordinate end-of-tenancy processes including inspections, deposit handling, and resident communications. Conduct and follow up on mid-term property inspections.
* Customer Service & Resident Support: Provide responsive and empathetic support to residents throughout their tenancy. Handle resident queries and complaints professionally, escalating where necessary. Maintain clear and consistent communication with residents to ensure a smooth experience.
* Compliance & Documentation: Ensure all tenancy documentation is accurate, up-to-date, and compliant with relevant legislation. Maintain records and systems in line with internal policies and regulatory requirements.
* Collaboration & Teamwork: Work closely with Customer Service Coordinators to ensure joined-up service delivery. Support the Resident Services Team Manager in implementing service improvements and operational changes. Liaise with other departments including Maintenance and Lettings to ensure seamless resident journeys.
* Data & Reporting: Maintain accurate tenancy data and contribute to reporting and analysis. Use data insights to identify trends and support service improvements. (Please note this list is not exhaustive and responsibilities may evolve over time.)
Skills & Competencies
* Experience in residential tenancy management or property administration.
* Strong understanding of UK tenancy legislation and compliance requirements.
* Possession of or willingness to work towards an ARLA Qualification is desirable.
* Outstanding customer service skills and excellent verbal and written communication.
* Exceptional organisational and coordination skills.
* Detail-oriented with a proactive approach to problem-solving.
* Comfortable working in a data-led environment.
* Ability to work autonomously, confidently taking charge and making informed decisions.
* A collaborative team player who can inspire and motivate colleagues.
* Innovative problem-solving skills with a knack for identifying issues and crafting effective resolutions.
* A strict adherence to confidentiality regarding all forms of information and data.
* Ambition to grow within a rapidly scaling business.
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