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.