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Resident Services Manager (Build To Rent)

Resident Services Manager

Based Stevenage

Up to £27,000 (+ quarterly bonus)

My client, an award-winning Build To Rent (BTR) company, build and operate luxury residential developments of apartments with enhanced amenities and services. The Resident Services Manager will be responsible for managing the lettings and operations at the Stevenage scheme, and its small team. The Resident Services Manager will have responsibility for 200 residents, delivering the highest levels of customer service to ensure residents have the best rental experience.

If you have a background in delivering exceptional customer service, and have lead a small team in doing the same, I'd love to hear from you!


Customer Service

  • Go above and beyond to ensure a warm, welcoming environment for residents and all visitors
  • Promote resident satisfaction by responding to questions, maintenance requests and complaints in a timely manner and take appropriate action to address and resolve service issues
  • Manage and host regular resident social events and encourage positive interactions on the Resident Facebook Group to build a the community
  • Establish relationships with local businesses, strengthening the development and business as a pillar of the local community


  • Maintain full rental occupancy by retaining existing residents with renewals, and advertising, carrying out viewings and negotiating lease agreements for vacant apartments
  • Complete apartment tenancy inspections at move out and prior to move in and overseeing apartments turn around to ensure apartments are returned to their original standard
  • Successfully deliver against operational KPIs including Net Income, Occupancy, Customer Satisfaction

Property Management

  • Conduct regular property walkarounds and take appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, general appearance and appeal
  • Manage on-site team members including the Assistant Resident Services Manager, Maintenance Technician and any temporary staff, and coordinate daily activities to achieve the operational goal
  • Contribute to and review operational budgets and financial performance when required and seek to find efficiencies where possible


  • A sociable and highly-organised individual who thrives in a fast-paced environment
  • You should love interacting with people face to face as well as virtually and have a genuine passion for delivering excellent customer service
  • Good problem-solving and leading from the front are essential
  • Previous experience in property management, residential (PRS, BTR or PBSA) or hospitality sectors would be desirable
  • Experience in sales or lettings would be advantageous

To be part of this successful and growing business, apply with your CV today - interviews are being booked in with immediate effect.