Resident Services Manager

Resident Services Manager

North West London

Up to £40,000

The Resident Services Manager (RSM) is pivotal in delivering exceptional service to both current and prospective residents, ensuring a seamless and elevated living experience. The role involves maintaining high service standards, fostering a sense of community, ensuring safety and security, and managing operational aspects of the development. Reporting to the General Manager, the RSM acts as a key liaison between residents and management, proactively addressing issues and enhancing resident satisfaction.

Key Responsibilities:

• Customer Service Excellence:

  • Welcome residents and visitors with first-class service and manage the front desk to high standards.
  • Respond promptly to inbound inquiries via phone, email, or in person.

• Property Operations & Maintenance:

  • Oversee post, parcel management, and key tracking systems.
  • Log and coordinate maintenance requests, ensuring timely resolutions.
  • Conduct regular building inspections, addressing health, safety, and security concerns.

• Community Engagement:

  • Organize and execute resident events to foster community spirit.
  • Serve as the main point of contact for resident queries, building rapport and trust.

• Administration & Compliance:

  • Support with tenant documentation, including inventories, check-ins, inspections, and deposit management.
  • Update utility providers and handle council tax changes for new and vacating tenants.
  • Assist in ensuring compliance documentation is up to date.

• Team Support & Leadership:

  • Mentor Resident Services Assistants and ensure smooth collaboration across teams.
  • Support the Lettings Manager and cover responsibilities during leave periods.

Skills & Experience:

• Proven interpersonal and communication skills with a customer-first approach.
• Proactive, detail-oriented, and able to handle multiple tasks efficiently.
• Previous experience in property management or lettings (ARLA qualification advantageous).
• Strong organizational and problem-solving abilities.
• Proficient in Microsoft Office, with knowledge of compliance and operations processes.
• Flexible, cooperative, and a team-oriented mindset.

Working Hours:

• Rotating shifts: 7:00 AM - 7:00 PM, 9 hours per day, Monday to Sunday (5 over 7).

This role offers the opportunity to make a tangible impact on residents' lives while shaping the culture and success of a premium co-living community.