Job Title: Resident Services Manager

Location: Berkshire
Salary: £35,000 – £39,000 per annum
Working Hours: Five-day working week, including occasional Saturdays

 

The Role Overview:
We are partnering with our client to find an exceptional Resident Services Manager for their Berkshire location. This role focuses on ensuring residents enjoy a seamless, high-quality living experience while overseeing the efficient daily operations of the neighbourhood. Working with others, you will play a key leadership role, coaching the team, resolving resident issues, and enhancing overall satisfaction.

 

Core Responsibilities as The Resident Services Manager:

Resident Engagement and Satisfaction:

• Act as a primary point of contact for residents, providing timely and effective resolutions to concerns.
• Proactively check in with residents at regular intervals (e.g., 30, 60, 90 days post move-in) to ensure they are settled and happy.
• Organise and participate in community events, fostering a sense of belonging among residents.
• Ensure communication platforms, including Zendesk and Google reviews, reflect excellent customer experiences by addressing issues quickly and efficiently.

Team Oversight and Development:

• Lead, support, and motivate the neighbourhood team to perform at their best.
• Conduct regular team meetings, daily briefings, and individual one-to-ones to keep performance on track.
• Mentor new team members through thorough onboarding and training processes.
• Provide ongoing coaching and support to staff to enhance their skills and career progression.

Operational Management:

• Manage the day-to-day operations of the neighbourhood, ensuring tasks are prioritised effectively.
• Oversee the booking and management of shared spaces and amenities.
• Conduct inspections to maintain high property standards and address maintenance needs promptly.
• Coordinate with Estate Management to resolve shared property concerns and escalate where necessary.

Compliance and Administration:

• Monitor adherence to health and safety regulations, ensuring compliance with HMO licensing and other legal requirements.
• Represent the company during enforcement visits, court hearings, and evictions where applicable.
• Approve purchase orders, manage security arrangements, and ensure effective utilisation of property management systems like Yardi.
• Track and report on performance metrics, including occupancy levels, arrears, and resident satisfaction scores.

 

What We’re Looking For:

Skills and Experience:

• Previous experience as a Resident Services Manager or within a similar position in the Build to Rent sector.
• A property qualification such as ARLA is preferred.
• Proven ability to lead and manage a team effectively.
• Strong track record in delivering exceptional customer service.
• Competence in Microsoft Office and property management software.

Key Attributes:

• Confident communicator who can build positive relationships with residents, team members, and stakeholders.
• Highly organised with excellent attention to detail.
• Resilient and adaptable, able to handle challenges and tight deadlines.
• A proactive problem-solver with a solutions-oriented mindset.
• Committed to maintaining a welcoming and professional environment.

 

Additional Information: This outline highlights the key aspects of the role but is not exhaustive. The successful candidate will be expected to undertake additional duties within their capabilities as required.

 

How to Apply:
If you’re a proactive and experienced professional eager to deliver exceptional results in this Resident Services Manager position please submit your CV!