We’re hiring a Resident Services Manager to help shape outstanding resident experiences.
In this role, you’ll be at the heart of the resident journey, delivering high‑quality tenancy services from move‑in through to move‑out, with a strong focus on compliance, clear communication and customer care. Working closely with your line manager and team, you’ll manage day‑to‑day tenancy operations, confidently handle resident queries, and support smooth mid‑term and end‑of‑tenancy processes. You’ll bring a genuine commitment to exceptional service, the ability to adapt your communication style to suit different situations, and a solid understanding of tenancy legislation, paired with strong organisational skills to keep everything running seamlessly.
Responsibilities
Resident Services Management
- Administer all aspects of the resident lifecycle including move-ins, renewals, and move-outs.
- Issue and manage legal notices in line with current legislation.
- Coordinate end‑of‑tenancy processes including inspections, deposit handling, and resident communications.
- Conduct and follow up on mid‑term property inspections.
Customer Service & Resident Support
- Provide responsive and empathetic support to residents throughout their tenancy.
- Handle resident queries and complaints professionally, escalating where necessary.
- Maintain clear and consistent communication with residents to ensure a smooth experience.
Compliance & Documentation
- Ensure all tenancy documentation is accurate, up‑to‑date, and compliant with relevant legislation.
- Maintain records and systems in line with internal policies and regulatory requirements.
- Work closely with PM Customer Service Coordinators to ensure joined‑up service delivery.
- Support the Resident Services Team Manager in implementing service improvements and operational changes.
- Liaise with other departments including Maintenance and Lettings to ensure seamless resident journeys.
Data & Reporting
- Maintain accurate tenancy data and contribute to reporting and analysis.
- Use data insights to identify trends and support service improvements.
Requirements
- Experience in residential tenancy management or property administration.
- Strong understanding of UK tenancy legislation and compliance requirements.
- Possession of or willingness to work towards an ARLA Qualification is desirable.
- Outstanding customer service skills and excellent verbal and written communication skills.
- Exceptional organisational and coordination skills.
- Detail‑oriented with a proactive approach to problem‑solving.
- Comfortable working in a data‑led environment.
- A dynamic and driven personality, with a strong zeal for the industry.
- Demonstrate ability to work autonomously, confidently taking charge, making informed decisions, and initiating actions.
- A collaborative team player who can inspire and motivate colleagues, effectively achieving goals collaboratively.
- Innovative problem‑solving skills, with a knack for identifying issues and crafting effective resolutions.
- A strict adherence to confidentiality regarding all forms of information and data.
- Ambition to grow within a rapidly scaling company.
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