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.