Resident Services Manager
Single-Family Build to Rent | Tenancy Operations
Monday-Friday 9-5:30pm
£30000-£35000 plus Bonus
About the Role
This is a great opportunity to join a leading operator in the single-family Build to Rent (BTR) sector. As Resident Services Manager, you will be responsible for delivering high-quality tenancy services throughout the full resident lifecycle, ensuring compliance, clear communication, and a consistently positive resident experience.
You will work closely with your line manager and team to manage day-to-day tenancy operations, resolve resident queries, and support the smooth running of mid‑term and end‑of‑tenancy processes. Success in this role requires a genuine commitment to exceptional customer service, strong communication skills, a solid understanding of tenancy legislation, and excellent organisational ability.
Key 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.
Collaboration & Teamwork
- Work closely with 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.
Please note this list is not exhaustive and responsibilities may evolve over time.
Skills & Competencies
- 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.
- Exceptional organisational and coordination skills.
- Detail‑oriented with a proactive approach to problem‑solving.
- Comfortable working in a data‑led environment.
- Ability to work autonomously, confidently taking charge and making informed decisions.
- A collaborative team player who can inspire and motivate colleagues.
- 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 business.
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