Resident Service Manager (Day Role)

Job Overview

The Resident Service Manager will work as part of a team responsible for the day‑to‑day operations and resident experience at a residential community. The ideal candidate will be customer‑focused, detail‑oriented, and able to work collaboratively with team members and residents.

Main Duties and Responsibilities

• Lead by example, adopting company policies, procedures and values
• Deliver exceptional customer service to all residents and guests
• Constantly strive for continuous improvement
• Take personal responsibility for understanding and following the company’s Health & Safety policies and practices
• Handle confidential and sensitive information, dealing with issues and queries with utmost professionalism

Role Specific Accountabilities

• Be the main point of contact, responsible for quality customer service for residents and guests, handling day‑to‑day matters promptly and professionally; occasional decision‑making and problem‑solving may be required in the absence of supervision
• Carry out security and maintenance inspections of vacant / pre‑let properties as required
• Carry out light concierge duties such as parcel collection and key management when required
• Respond to all enquiries from prospective residents and share the details with the leasing team; occasionally arrange and conduct viewing tours as required
• Run regular resident engagement events
• Provide a bespoke resident experience based on the resident demographic
• Assist with move‑in and move‑out and conduct building and apartment familiarisation with new residents
• Review and report repair issues and provide residents with regular updates on progress
• Arrange regular interim inspections of occupied apartments to check condition and identify early maintenance requirements (PPM)
• Carry out regular inspections of all common parts and report any defects
• Aim to ensure the scheme receives 5* reviews on Google ratings – actively seek feedback from residents

Required Experience and Technical Competency

• Excellent verbal and written communication skills
• Excellent IT and numeracy skills
• Experience of working in a high‑end customer service establishment
• Proven ability to handle confidential information and sensitive matters with professionalism
• Practical knowledge of Health and Safety requirements and legislation to eliminate or mitigate risk in the workplace
• Ability to work under pressure, with flexibility, and to take control of your own workload
• Strong organisational skills

Salary & Working Hours/Shifts

Salary: £30,000 – £33,000 pa d.o.e

Working hours: shifts, 4 on 4 off, 12‑hour shifts 08:00 – 20:00

#J-18808-Ljbffr…