Senior Resident Services Manager

Housdenrecruitment; Birmingham; On-site; GBP 45,000 - 60,000; Full time

Job summary

A property management company in Birmingham is looking for a Senior Resident Services Manager to lead operations for two Build-to-Rent communities. The role includes managing resident services, enhancing community engagement, and overseeing operational excellence. Candidates should have significant experience in residential services, strong leadership skills, and a customer-focused mindset. The position involves budget management, compliance with Health & Safety regulations, and fostering a vibrant community atmosphere.

Qualifications

• Significant experience managing resident services, ideally within BTR or hospitality.
• Proven leadership and people management skills.
• Experience designing and delivering service improvement plans.

Responsibilities

• Lead and coordinate the onsite Resident Services Team.
• Oversee all front and back of house operations.
• Organise and deliver regular resident events.

Skills

Customer service ethos

Leadership skills

Budget management

Communication skills

Data analysis

Education

Industry qualifications (e.g., IRPM, RICS, ARMA, NFOPP)

Job description

We are seeking an experienced Senior Resident Services Manager to lead the onsite operations of two Build-to-Rent residential communities in Birmingham. This is a key leadership role responsible for delivering outstanding resident experience, driving operational excellence, and managing a high-performing onsite team.

You will ensure the safe, efficient and customer-focused management of the assets, delivering service performance above target while fostering a strong sense of community.

Key Responsibilities

Customer Service & Resident Experience

• Lead and coordinate the onsite Resident Services Team, including reception and parcel services

• Deliver a consistently high-quality front-line service in person, by phone and in writing

• Set, monitor and continuously improve service standards

• Review resident feedback, create action plans and implement service improvements

• Manage resident onboarding materials including handbooks, notices and instructions

• Actively engage with residents, handling complaints through to effective resolution

Operations Management

• Oversee all front and back of house operations, including:

  • Amenity space management

  • Voids and unit management

  • Tenancy and income management

  • Tenant involvement

• Ensure properties are managed professionally and compliantly

• Manage the lettings journey from offer acceptance through move-in and settling-in

• Coordinate cleaning and maintenance teams and manage contractor performance

• Identify, record and monitor defects through to completion

• Ensure compliance with Health & Safety legislation, including COSHH

• Contribute to the development and implementation of policies and procedures

• Manage PRS, DMR and Affordable Housing homes using a tenure-blind approach

Customer Engagement & Community Building

• Identify opportunities to enhance service delivery and resident satisfaction

• Organise and deliver regular resident events, including creative and themed experiences

• Promote events and initiatives through social media and other communication channels

• Encourage resident involvement and community engagement

People Management

• Recruit, induct and develop onsite staff, including “cold start” teams

• Set objectives, manage performance, and conduct appraisals

• Support training and personal development

• Lead, motivate and inspire the team to deliver best-in-class service

Reporting & Budget Management

• Prepare regular customer, building and performance data

• Report against KPIs and implement corrective actions where required

• Draft and manage the resident services budget, ensuring spend remains on target

• Attend meetings, take minutes and communicate actions effectively

Additional Responsibilities

• Respond to out-of-hours emergency calls on a rota basis

• Maintain strong relationships with external stakeholders and partners

• Represent the organisation professionally at all times

Skills, Experience & Qualifications

Essential

• Significant experience managing resident services, ideally within BTR, residential, or hospitality

• Proven leadership and people management skills

• Experience recruiting and training teams from inception

• Strong customer service ethos with a creative, solutions-focused mindset

• Experience designing and delivering service improvement plans

• Budget management experience

• Strong communication and interpersonal skills

• Ability to analyse data, produce reports and manage performance against KPIs

• Knowledge of Health & Safety and safe-working practices

Desirable

• Experience within BTR, PRS, student accommodation or hospitality

• Industry qualifications (e.g. IRPM, RICS, ARMA, NFOPP)

• Experience managing mixed-tenure schemes

• Knowledge of additional languages

Personal Attributes

• Customer-focused, positive and resilient

• Creative thinker with the ability to influence and inspire

• Organised, proactive and able to work with minimal supervision

• Professional appearance and approach

• Committed to continuous personal and professional development