Multi Site Resident Services Manager

Multi Site Resident Services Manager - Build to Rent

The organisation

We are working with a leading residential property operator within the Build-to-Rent sector. Backed by significant long-term investment, the business is focused on delivering professionally managed rental homes and creating communities where residents choose to stay.

With a growing UK portfolio, the organisation places strong emphasis on customer service, operational excellence, and sustainability, offering a stable environment with clear expectations and support.

The role

As Senior Resident Services Manager, you will lead resident operations across two Build-to-Rent schemes in Birmingham, reporting into a senior operational leader. This is a multi-site role with responsibility for service delivery, team leadership, and operational performance.

You will oversee on-site teams, ensure consistent standards across both communities, and take accountability for resident satisfaction, compliance, and financial performance. The Senior Resident Services Manager will also act as the escalation point for complex issues, ensuring a calm and professional resolution.

Key responsibilities include:

• Leading and developing on-site Resident Services teams across two locations.

• Overseeing resident move-ins and move-outs, ensuring processes are completed within agreed timeframes.

• Managing face-to-face resident enquiries and maintaining high service standards at all times.

• Handling escalated complaints and managing incidents, including health, safety, or security matters.

• Overseeing contractors and inspecting completed works to ensure quality and compliance.

• Monitoring operational and financial performance against agreed KPIs.

• Ensuring compliance with relevant housing legislation, health and safety, and site procedures.

• Producing clear reports and taking action where performance falls below expectation.

Skills and requirements

To succeed as Senior Resident Services Manager, you will bring:

• Working knowledge of residential property management within a complex or multi-site environment.

• Proven experience leading and developing on-site teams.

• A strong understanding of landlord and tenant legislation and health and safety requirements.

• Confidence managing contractors and overseeing property repairs or maintenance activity.

• Strong organisational skills, with the ability to meet deadlines and manage competing priorities.

• Clear communication skills, with the ability to manage sensitive situations professionally.

• A service-focused mindset and a calm approach to problem solving.

Why apply?

This Senior Resident Services Manager role offers the opportunity to take ownership across two established Build-to-Rent communities, with the backing of a well-resourced organisation and clear operational frameworks. It suits someone who enjoys leadership, accountability, and delivering consistent service across multiple sites.

Interviews are ongoing, so early applications are encouraged.

Due to the volume of applications received, if you don't hear back from us, please assume your application has been unsuccessful on this occasion.

If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let your Cobalt consultant know.