Resident Services Manager - Sutton
£38,000 to £42,000 per annum + Up to 10% discretionary bonus. Full-time, 40 hours per week, flexible across all days. Shift patterns usually 8 am to 5 pm, with occasional variations and out-of-hours work.
Job Description
My client, a globally established Real Estate Agency, is seeking an experienced Resident Services Manager to provide onsite lettings and property services for a build‑to‑rent residential development in Sutton comprising 166 apartments. The role involves overseeing site operations, training and motivating the team, ensuring a high level of customer service, and acting as the main point of contact from enquiry to resident move‑in.
Responsibilities
* Provide support to the General Manager in running the building.
* Manage a team, organising the rota, delegating responsibilities, and motivating performance.
* Set clear objectives aligned with business strategy and manage performance against them.
* Conduct regular 1:1 and team meetings, complete probationary, interim and annual appraisals.
* Handle recruitment when needed.
* Deliver first‑class customer service to residents and visitors.
* Maintain quality control of amenity spaces and apartments.
* Organise and host monthly resident events and initiatives.
* Engage residents and facilitate resident‑led events and quarterly meet‑and‑greets.
* Manage amenity space hiring.
* Respond to rental enquiries, schedule scheme tours, and negotiate offers.
* Complete applicant vetting.
* Keep marketing portals up to date.
* Coordinate tenant services through third parties and in‑house.
* Maintain up‑to‑date resident communication across social media and other channels.
* Arrange special offers and discounts from local businesses.
* Create a community feel through communication, events and innovation.
* Act as the first point of call for maintenance issue reporting.
* Coordinate contractor appointments, including defect warranty repairs and issue logging.
* Organise minor works between tenancies to maintain presentation.
* Complete check‑in and check‑out reports; determine deposit returns.
* Conduct mid‑term inspections.
* Chase arrears and report on them.
* Deal with out‑of‑hours emergencies.
Skills, Knowledge and Experience
* Prior BTR, Property Management and/or Lettings experience.
* People management experience.
* Management experience.
* Strong customer service ethic/background.
* Positive, can‑do attitude.
* Common sense approach.
* Ability to think on feet and make considered decisions.
* Outgoing, warm and friendly personality.
* Organised, meticulous, tenacious.
* Excellent written and spoken etiquette.
* IT literate and social media savvy.
Contact
For more information, please contact Megan on the Business Support team at Dove & Hawk Property Recruitment.
Telephone: 020 8059 7472
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