Resident Services Manager

Location: Northwest (travel required between Morecambe and Accrington)
Reporting to: Head of Resident Services

The Opportunity

An established, private equity-backed residential property business operating within the Build-to-Rent sector is seeking a Resident Services Manager to join its growing Northwest team.

With a substantial and expanding portfolio of single-family rental homes and a strong pipeline for future development and acquisitions, the business is entering an exciting phase of growth. This role offers the opportunity to play a key part in delivering high-quality resident experiences while supporting the mobilisation and ongoing management of new and existing communities.

The Role

As Resident Services Manager, you will take full ownership of a designated portfolio across the Northwest, ensuring both residents and properties are managed to the highest standards.

This is a varied, hands-on role combining property management, estates oversight, and resident engagement. You will act as the on-the-ground representative, delivering an exceptional customer experience while driving operational performance and resident retention.

Key Responsibilities

Property & Tenancy Management

• Conduct in-person and virtual viewings with a strong focus on converting enquiries into lets
• Manage the full lettings lifecycle including tenancy agreements, deposits, check-ins and check-outs
• Carry out property inspections and ensure tenancy compliance
• Oversee inventory management and coordinate utilities and council tax updates
• Support rent collection and minimise arrears
• Drive tenancy renewals and focus on reducing resident churn
• Handle resident queries and resolve issues in a timely, professional manner
• Identify and manage anti-social behaviour, escalating where required

Resident Experience & Engagement

• Act as the primary point of contact for residents, delivering excellent customer service
• Implement resident engagement strategies, including communications and community initiatives
• Build strong relationships with residents to enhance satisfaction and retention
• Liaise with local stakeholders including councils, community groups, and authorities

Estates & Maintenance Management

• Conduct regular site inspections to ensure assets are maintained to a high standard
• Coordinate planned and reactive maintenance with contractors
• Monitor completion of works and ensure resident satisfaction
• Manage compliance checks and ensure all statutory obligations are met
• Support landscaping and environmental standards
• Oversee defect reporting and resolution during handovers and re-lets

Mobilisation & New Schemes

• Support the mobilisation of new developments and refurbished homes
• Liaise with construction teams to ensure smooth handovers
• Identify and track defects, ensuring timely resolution
• Prepare properties for occupation, ensuring readiness for new residents

About You

• Proven experience in residential property, lettings, or estates management
• Strong understanding of tenancy management processes (including check-ins/outs and inventories)
• Knowledge of relevant legislation and best practice (e.g. Renters' Reform)
• Highly organised with the ability to manage a varied workload independently
• Excellent communication and interpersonal skills
• Customer-focused with a proactive, solutions-driven approach
• Confident managing challenging situations and resolving disputes
• IT literate and comfortable using property management systems
• Full UK driving licence and access to a vehicle

Package & Benefits

• Discretionary bonus of up to £4,500 per annum
• Car allowance of £4,000 per annum plus mileage
• Strong long-term career progression within a growing platform

Additional Information

• Travel required across the Northwest portfolio (Morecambe to Accrington)
• Flexibility to work occasional evenings and weekends to support viewings and resident move-ins

Why Apply?

This is an opportunity to join a forward-thinking, growth-focused operator in the Build-to-Rent sector, where you can take real ownership of your portfolio and play a key role in shaping thriving residential communities.