Job Description
Tenancy Team Manager
Location: Reading
Salary: £45,000 - £55,000 + benefits
I'm partnered with a rapidly growing provider of new-build, single-family rental homes that is quickly becoming one of the UK's largest operators in the sector. Following significant recent portfolio expansion, they are now looking to appoint a Tenancy Team Manager to lead a high-performing tenancy services function and drive exceptional customer experience across the full tenancy lifecycle.
The Role
As Tenancy Team Manager, you will oversee the delivery of all tenancy operations, spanning onboarding, in-tenancy support, compliance, and move-outs. You will lead a team of Tenancy Managers and Customer Service Coordinators, ensuring residents receive responsive, empathetic, and professional support at every stage.
You'll work closely with the Head of Property Management and provide regular updates to senior leadership, using data and insights to improve performance, resolve issues, and enhance service delivery.
Key Responsibilities
Customer Service Leadership
* Drive a culture of outstanding customer service across all tenancy touchpoints.
* Ensure prompt, clear, and supportive communication with residents.
* Take ownership of complex or sensitive tenant issues.
Team Management & Operations
* Lead and support Tenancy Managers and Customer Service Coordinators.
* Conduct monthly 1-2-1s, mid-year and annual performance reviews.
* Ensure consistent, compliant delivery of tenancy services across the portfolio.
* Promote collaboration, accountability, and continuous improvement.
Tenancy Services Oversight
* Manage all key tenancy functions, including:
o Compliance with relevant legislation and policies
o Issuing notices and coordinating legal matters
o End-of-tenancy communications, inspections, and handovers
o Deposit returns and dispute resolution
o Mid-term property inspections
o Ongoing in-tenancy support
Complaint Handling
* Own and resolve tenant complaints professionally and promptly.
* Analyse complaint trends and implement preventative measures.
Compliance & Risk
* Maintain expert knowledge of UK tenancy legislation.
* Identify and mitigate operational risks.
Data & Service Improvement
* Use data insights to monitor service delivery, track issues, and drive improvements.
* Implement new processes to increase efficiency and tenant satisfaction.
Reporting & Stakeholder Engagement
* Provide detailed tenancy and performance reports to the Head of Property Management.
* Present insights to the Senior Leadership Team to support strategic decisions.
* Collaborate with internal teams and external partners to ensure seamless service delivery.
Skills & Experience
* Proven experience in residential tenancy management
* ARLA qualification
* Strong customer service and complaint-resolution background
* Excellent knowledge of UK tenancy legislation
* Exceptional communication, organisation, and problem-solving skills
* Confident working with data and reporting to senior stakeholders
* Proactive, solutions-focused, and able to work autonomously