Regional Resident Services Manager

Regional Resident Services Manager

Location: Multiple sites across North London
Full time - Monday to Friday 35.5 hours

We are seeking an experienced Regional Resident Services Manager to lead operations across a portfolio of high-quality residential rental communities. This is an exciting opportunity for a motivated people leader with strong operational, customer experience and compliance management skills.

As a key member of the Resident Services leadership team, you will build high performing site teams, drive service excellence, and ensure your regional cluster delivers strong operational, financial and customer outcomes.

Key Responsibilities

• Leadership & Team Development
• Lead and develop Resident Services teams across multiple sites, fostering a high-performance culture.
• Conduct regular performance reviews and support career development plans.
• Drive collaborative working practices and champion a positive organisational culture.
• Support recruitment, onboarding and training within the region.

Financial & Commercial Management

• Deliver regional income targets and proactively manage expenditure.
• Analyse performance metrics to optimise rental performance.
• Support budget setting, financial reporting and business case preparation for capital investment.
• Ensure procurement and supplier management policies are followed.

Property, Safety & Compliance

• Oversee building compliance, health & safety, fire safety and statutory requirements across the portfolio.
• Conduct regular building inspections and escalate issues as needed.
• Support the effective management of damp, mould and condensation cases.
• Work closely with Facilities Management teams to ensure safe, well-maintained buildings.

Resident Experience

• Guide onsite teams to deliver outstanding resident service standards.
• Lead on escalated complaints, customer recovery and service improvements.
• Use customer feedback and survey results to inform local service strategies.
• Support community events, resident engagement and tenancy-related matters.

Operational Excellence

• Ensure teams follow operating procedures and data governance standards.
• Use operational metrics to manage workload, risks and priorities.
• Drive continuous improvement initiatives and contribute to policy development.
• Conduct regular audits, ensure effective void management and support mobilisation of new schemes.

Reporting & Performance

• Prepare regional reports, KPI analysis and updates for senior leadership.
• Monitor site performance and guide managers on improvement actions.
• Ensure compliance management systems and reporting tools are used effectively.

Other Requirements

• Participate in the out-of-hours escalation rota.
• Lead or contribute to cross-regional projects.
• Travel regularly between sites.
• Provide cover for site and senior managers when required.

Skills, Experience & Attributes

• Experience in residential property management, hospitality operations or a similar multi-site role.
• Strong leadership ability with experience managing and developing teams.
• Knowledge of operational, financial and compliance management in a customer-focused environment.
• Highly organised, commercially aware and comfortable making decisions in complex situations.
• Excellent communicator with strong stakeholder management skills.
• Proficient in Microsoft Office and able to use property management/CRM systems.
• A proactive mindset, focused on continuous improvement and operational excellence.