Job Description
Build Your Future with Colby RiverAt Colby River, we are shaping the landscape of UK real estate. With expertise across Investment Management, Development Management and Property Management, we take a strategic, long-term approach to investing in, developing and operating high-quality residential communities across the UK.We operate across key living sectors including Multi-Family Living, Single Family Housing (SFH) and Purpose-Built Student Accommodation (PBSA). By combining deep market insight with disciplined operational delivery, we create sustainable value for our investors and exceptional experiences for our residents.With a forward-looking approach that responds to changing residential needs across the UK, we are building a platform designed for long-term growth.About the RoleWe are pleased to offer an opportunity to join Colby River as a Senior Resident Services Associate at our Botanica building in Manchester.
This role is a key position within the on-site team, supporting the Resident Services Manager in delivering an exceptional resident experience and ensuring the smooth day-to-day operation of the building.As one of the primary points of contact for residents and guests, you will lead by example in customer service standards, while supporting team coordination, operational delivery, and compliance. This is a varied and hands-on role, combining resident engagement, leasing support, and building management responsibilities, with an opportunity to develop into a more senior management position.This is an opportunity to join a growing business that values professionalism, accountability and continuous improvement.Working Pattern40 hours per week working 5 days in 7 on a rota.Key ResponsibilitiesCustomer Service & Resident EngagementDeliver a consistently high level of customer service and professionalismAct as a key point of contact for resident and guest enquiries, resolving or escalating as appropriateProactively gather and respond to resident feedback, driving continuous improvementCreate a strong community feel through communication, events, and engagement initiativesSupport and deliver resident events, open days, and third-party servicesCoordinate resident communications across multiple channels, including portals and social mediaTeam Support & OperationsSupport the Resident Services Manager in the day-to-day running of the teamAssist with coordinating team schedules and shift patternsProvide guidance and support to team members, including training on internal systemsCover shifts and provide operational support as requiredLeasing & Tenancy ManagementConduct viewings and support leasing activityAssist in qualifying prospective residents and managing enquiriesEnsure all applicants provide required documentation, including Right to Rent and KYC checksCoordinate move-ins, including inventories, meter readings, and key handoversConduct mid-term and move-out inspections and manage inventory updatesSupport credit control processes, including rent and parking charge collectionBuilding Operations, Maintenance & ComplianceLog and monitor maintenance issues, ensuring timely resolutionLiaise with contractors and internal teams to prioritise and close repairsConduct regular building inspections and security walksEnsure health & safety compliance, including system testing and reportingMaintain building security and ensure a safe living environmentRecord contractor visits, maintain logs, and issue permits to workEnsure communal areas are clean, safe, and well maintainedAdministration & ReportingManage post and parcel handlingMaintain accurate records across all systems and processesUpdate resident portals and communicationsEnsure all enquiries and issues are handled in line with service level agreementsSupport reporting, audits, and continuous improvement initiativesAbout YouWe are looking for a confident, proactive, and highly organised individual with strong experience in a resident-facing or property management role. You will be passionate about delivering exceptional customer service and capable of supporting both residents and team members in a fast-paced, service-driven environment.You will bring excellent communication and interpersonal skills, with the ability to handle challenging situations professionally and make sound decisions under pressure.
A natural team player, you will also be comfortable taking ownership, using initiative, and supporting the development of others.You will be adaptable, solutions-focused, and driven to continuously improve processes, resident experience, and operational performance. This role is ideal for someone looking to take the next step in their career and develop into a more senior management position.DesirableRelevant industry qualification (e.g. ARLA, IRPM) or willingness to work towardsKnowledge of Tenancy Deposit Scheme regulationsExperience supporting or mentoring team membersUnderstanding of building operations, health & safety, and compliance processesExperience within Build-to-Rent (BTR) or similar residential environmentsEssentialProven experience in residential lettings, property management, or a similar customer-facing roleStrong knowledge of tenancy processes, including Right to Rent and compliance requirementsExcellent communication and customer service skillsStrong organisational skills with the ability to manage multiple prioritiesAbility to remain calm under pressure and handle escalations effectivelyIT literate, with experience using Microsoft Office and property management systemsAbility to work independently and as part of a teamWhat We Offer£31,920 basic salaryEmployer matched pension schemeLife InsuranceGenerous annual leave entitlement, with the option to buy moreCycle to Work schemeRetail, leisure and lifestyle discountsEmployee wellbeing supportWhy Colby River?Colby River combines disciplined investment with operational expertise and a commitment to quality at every stage of the asset lifecycle.Joining us means being part of a business with clear direction and strong governance where your contribution, whether operational or strategic, plays a vital role in our continued growth.TPBN1_UKTJ