Resident Services Manager
Location: Northwest (travel required between Morecambe and Accrington)
Reporting to: Head of Resident Services
The Opportunity
An established, private equity-backed residential property business operating within the Build-to-Rent sector is seeking a Resident Services Manager to join its growing Northwest team.
With a substantial and expanding portfolio of single-family rental homes and a strong pipeline for future development and acquisitions, the business is entering an exciting phase of growth. This role offers the opportunity to play a key part in delivering high-quality resident experiences while supporting the mobilisation and ongoing management of new and existing communities.
The Role
As Resident Services Manager, you will take full ownership of a designated portfolio across the Northwest, ensuring both residents and properties are managed to the highest standards.
This is a varied, hands-on role combining property management, estates oversight, and resident engagement. You will act as the on-the-ground representative, delivering an exceptional customer experience while driving operational performance and resident retention.
Key Responsibilities
Property & Tenancy Management
Conduct in-person and virtual viewings with a strong focus on converting enquiries into lets
Manage the full lettings lifecycle including tenancy agreements, deposits, check-ins and check-outs
Carry out property inspections and ensure tenancy compliance
Oversee inventory management and coordinate utilities and council tax updates
Support rent collection and minimise arrears
Drive tenancy renewals and focus on reducing resident churn
Handle resident queries and resolve issues in a timely, professional manner
Identify and manage anti-social behaviour, escalating where required
Resident Experience & Engagement
Act as the primary point of contact for residents, delivering excellent customer service
Implement resident engagement strategies, including communications and community initiatives
Build strong relationships with residents to enhance satisfaction and retention
Liaise with local stakeholders including councils, community groups, and authorities
Estates & Maintenance Management
Conduct regular site inspections to ensure assets are maintained to a high standard
Coordinate planned and reactive maintenance with contractors
Monitor completion of works and ensure resident satisfaction
Manage compliance checks and ensure all statutory obligations are met
Support landscaping and environmental standards
Oversee defect reporting and resolution during handovers and re-lets
Mobilisation & New Schemes
Support the mobilisation of new developments and refurbished homes
Liaise with construction teams to ensure smooth handovers
Identify and track defects, ensuring timely resolution
Prepare properties for occupation, ensuring readiness for new residents
About You
Proven experience in residential property, lettings, or estates management
Strong understanding of tenancy management processes (including check-ins/outs and inventories)
Knowledge of relevant legislation and best practice (e.g. Renters' Reform)
Highly organised with the ability to manage a varied workload independently
Excellent communication and interpersonal skills
Customer-focused with a proactive, solutions-driven approach
Confident managing challenging situations and resolving disputes
IT literate and comfortable using property management systems
Full UK driving licence and access to a vehicle
Package & Benefits
Discretionary bonus of up to £4,500 per annum
Car allowance of £4,000 per annum plus mileage
Strong long-term career progression within a growing platform
Additional Information
Travel required across the Northwest portfolio (Morecambe to Accrington)
Flexibility to work occasional evenings and weekends to support viewings and resident move-ins
Why Apply?
This is an opportunity to join a forward-thinking, growth-focused operator in the Build-to-Rent sector, where you can take real ownership of your portfolio and play a key role in shaping thriving residential communities