Customer Service jobs in United Kingdom

Build to Rent Director – London

MCR Property Group

MCR Property Group is looking for an accomplished Build to Rent Director to lead, scale, and elevate our growing BTR platform. This is a rare opportunity to join a rapidly expanding property group with a substantial national pipeline, strong financial backing, and a commitment to innovation in the residential living sector. If you are a strategic thinker with the drive to shape an ambitious BTR operation from the ground up, we would be delighted to hear from you.

MCR Property Group is a leading independent real estate investment and development company with offices in London, Manchester, Birmingham, and Glasgow. We deliver high-quality new-build and conversion schemes across residential and industrial sectors and manage a diverse, multi-billion-pound portfolio. Our current holdings include more than 7,500 residential plots and a significant commercial and industrial asset base worth over £2 billion.

We are entrepreneurial, fast-moving, and committed to long-term value creation — making this a highly attractive role for ambitious leaders in the BTR space.

The Build to Rent Director will be responsible for the overall strategy, operational performance, resident experience, and asset optimisation across our national BTR portfolio. This includes leading pre-opening planning, mobilisation, lease-up, stabilisation, and the continuous improvement of customer service, rental performance, and operational efficiency. The role also includes oversight of property lettings, block management teams, and facilities maintenance functions.

This is a high-impact, high-visibility role, offering the opportunity to shape the future direction of our BTR platform.

• Define and deliver the BTR strategy in alignment with company objectives.
• Partner with acquisitions, design, and development teams to ensure schemes are operationally efficient and customer-led.
• Establish long-term KPIs across resident satisfaction, financial performance, rental growth, and operational standards.

• Lead all operational activity across the BTR portfolio, ensuring consistent delivery of brand standards and regulatory compliance.
• Oversee property lettings, block management teams, and facilities maintenance to ensure smooth day-to-day performance.
• Drive initiatives to reduce void periods, maximise rental income, and ensure efficient maintenance turnaround times.
• Implement digital platforms and technology solutions that enhance efficiency and elevate the resident experience.
• Monitor key KPIs including occupancy, NPS, rent collection, arrears, yield performance, and customer satisfaction levels.

• Build, mentor, and inspire high-performing lettings, block management, maintenance, and on-site teams.
• Foster a culture of accountability, service excellence, and continuous improvement across all operational functions.
• Provide leadership development and succession planning to support future portfolio growth.

• Oversee mobilisation for new developments including staffing, processes, systems, marketing, and compliance.
• Coordinate cross-functional teams to deliver successful lease-up, meet occupancy targets, and accelerate revenue ramp-up.
• Develop pricing and leasing strategies informed by local market performance and competitor insights.

• Champion a resident-centric culture across all developments.
• Drive improvements in the end-to-end customer service journey, ensuring consistent excellence from enquiry to renewal.
• Implement community-building initiatives and wellbeing programmes to enhance resident satisfaction and retention.

• Lead budgeting, forecasting, and financial reporting across the BTR portfolio.
• Work with asset managers and investors to optimise asset value and long-term performance.
• Develop strategies to reduce residential debt/arrears on a quarterly basis, maximise rental returns, and maintain cost efficiencies.
• Identify capex, opex, and revenue opportunities that support value creation.

• Ensure all BTR schemes comply with health & safety, fire safety, data protection, and legal standards.
• Maintain robust governance frameworks and lead ESG initiatives aligned with business and investor priorities.

• 7–10+ years in a senior operational leadership role within BTR, PRS, student accommodation, or hospitality.
• Proven success in lettings performance, lease-up operations, block management, and maintenance oversight.
• Strong track record reducing voids, improving income, managing arrears, and enhancing customer experience.
• Robust commercial and financial acumen with experience managing large-scale P&Ls.
• Exceptional communication, leadership, and stakeholder management skills.
• Degree in Real Estate, Business, Hospitality, or similar