Resident Services Manager - Build to Rent

Location: West London

Working hours: Monday to Friday, 9am-6pm, with occasional Saturday and evening cover.

Cobalt is working with an established residential property operator to recruit a Resident Services Manager for a new build-to-rent (BTR) development in West London.

Comprising over 400 apartments across multiple buildings, this development presents an opportunity to take ownership of a new residential community from its opening stages, establish onsite operations and shape the resident experience from day one.

The organisation

Our client is an established operator within the UK residential property sector, with a growing portfolio of professionally managed rental homes.

The development will offer over 400 apartments alongside communal amenities, providing residents with a professionally managed living environment.

Joining at the mobilisation stage, the successful candidate will play a key role in establishing operational standards, building an onsite team and ensuring the development is positioned for long-term success.

The role and responsibilities

Reporting to a senior operational manager, the Resident Services Manager will oversee the mobilisation and day-to-day management of the development, leading a team of three resident services associates.

Key responsibilities will include:

• Leading the mobilisation of the development, establishing operational procedures and ensuring the site is ready for occupation.
• Managing, supporting and developing the onsite resident services team to deliver consistent service standards.
• Overseeing resident enquiries, complaints, move-ins and onboarding to ensure a positive resident experience.
• Coordinating contractors, cleaning, maintenance and communal amenity operations.
• Identifying and resolving operational challenges, including managing defects and escalating issues where appropriate.
• Ensuring compliance with health and safety legislation, building procedures and operational standards.
• Managing operational budgets, monitoring performance and preparing reports against key performance indicators.
• Developing resident engagement initiatives and identifying opportunities to improve service delivery.

The skills and experience required

We are keen to speak with candidates who have experience managing residential operations, particularly within build-to-rent, purpose-built student accommodation (PBSA), hospitality or similar customer-focused environments.

The successful Resident Services Manager will ideally demonstrate:

• Experience managing onsite operations within a residential, hospitality or comparable environment.
• Experience leading, developing and supporting teams to deliver service standards.
• Working knowledge of building mobilisation, new openings or operational handovers, although direct mobilisation experience is not essential.
• The ability to identify operational challenges, prioritise solutions and escalate issues appropriately.
• Working knowledge of health and safety requirements, contractor management and building operations.
• Experience managing resident or customer relationships, including resolving complaints.
• The ability to manage budgets, monitor performance and coordinate multiple operational priorities.
• Communication and organisational skills, with a practical approach to problem-solving.

Candidates with experience in PBSA or other relevant sectors are encouraged to apply, provided they can demonstrate an understanding of the different operational requirements within BTR.

Why apply?

Unlike an established operational role, this opportunity offers the chance to shape a residential development from its opening stages.

As Resident Services Manager, you will have the opportunity to establish onsite procedures, develop your team and influence the resident experience across a community of more than 400 apartments.

The first 12 months will be particularly important, offering the opportunity to take ownership of mobilisation challenges, implement service standards and establish the foundations for the development's future performance.

Interviews are being arranged, so early applications are encouraged. Please apply with an up-to-date CV, including your current notice period.

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.