Resident Services Manager

Housdenrecruitment; North East; On-site; GBP 80,000 - 100,000; Full time

Job summary

A residential property management firm in the UK is seeking a Resident Services Manager to oversee a residential development. This role involves managing the full lettings lifecycle, maintaining high standards of property management, and ensuring resident satisfaction through excellent customer service. The successful candidate should have proven experience in residential property management and a strong understanding of housing legislation. This is a hands-on position focused on community engagement and compliance.

Qualifications

• Proven experience in residential property, lettings, or estates management.
• Strong understanding of relevant housing legislation.
• Full UK driving licence and access to your own vehicle.

Responsibilities

• Manage the full lettings lifecycle including tenancy agreements.
• Oversee compliance checks and conduct regular site inspections.
• Coordinate planned and reactive maintenance works.

Skills

Strong communication and interpersonal skills

Ability to manage complex situations

Proactive and detail-oriented

IT-literate

Job description

A private equity–backed, well-established residential property companyBuild-to-Rent (BTR) sector is seeking a Resident Services Manager to join its growing team.

The business owns and operates a large and expanding portfolio of single-family and suburban rental homes across the UK and has a strong, well-funded growth strategy to significantly scale its portfolio over the next five years. The company is known for its long-term approach to placemaking, neighbourhood improvement, and high-quality resident experience.

The Role

Reporting to the Head of Resident Services, the Resident Services Manager will take full ownership of the day-to-day management of a residential development. This is a hands‑on role combining property management, estates management, tenancy management, and customer service, with a strong focus on resident satisfaction, retention, and compliance.

You will be the main point of contact for residents, contractors, and stakeholders, ensuring homes and communal areas are maintained to the highest standards and that all regulatory, service level, and budgetary requirements are met.

Key Responsibilities

Resident & Property Management

• Conduct physical and virtual property viewings with a strong lettings focus

• Manage the full lettings lifecycle including tenancy agreements, deposits, check‑ins and check‑outs

• Deliver excellent customer service and act as the on‑site face of the development

• Support rent collection and focus on tenancy renewals and retention

• Carry out regular property inspections and manage tenancy compliance

• Identify and manage anti‑social behaviour, escalating where necessary

• Maintain accurate records across property management systems and CRM platforms

Maintenance & Estates Management

• Coordinate planned and reactive maintenance works

• Liaise with contractors, environmental managers, and residents

• Conduct regular site walkovers and estate inspections

• Monitor compliance checks and arrange access with residents

• Oversee handovers of new and refurbished units from construction teams

• Carry out fire safety and seasonal (winter) checks where required

Resident Engagement

• Deliver resident communications, events, and feedback initiatives

• Build positive relationships with local authorities, community groups, and police

• Proactively identify and address issues impacting resident satisfaction and churn

About You

You will be a highly organised, customer‑focused property professional who takes pride in ownership, accountability, and delivering excellent service.

Key Attributes

• Strong communication and interpersonal skills

• Ability to manage complex situations and resolve conflict

• Proactive, detail‑oriented, and able to prioritise a varied workload

• Comfortable working independently in a target‑driven environment

• Professional, personable, and confident when dealing with the public

Skills & Experience

• Proven experience in residential property, lettings, or estates management

• Strong understanding of relevant housing legislation and best practice

• Experience with inspections, inventories, check‑ins, and check‑outs

• IT‑literate with the ability to become a system expert

• Full UK driving licence and access to your own vehicle