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Resident Services Manager (Build To Rent)

Resident Services Manager

Based Cardiff

Competitive salary

Monday to Friday

My client, a multi-award-winning and one of the UK's leading Build to Rent operators, is looking for a Resident Services Manager to and manage a brand new development in Cardiff. The Resident Services Manager will manage face-to-face enquiries from all customers, delivering a high level of customer service. The role will involve line management of the Resident Services Team and on-site Lettings Negotiators.


Customer Service

  • Manage face-to-face enquiries from customers.
  • Communicate courteously with customers and suppliers by telephone, email, letter and face-to-face
  • Identify ways to measure customer satisfaction and improve services.
  • Ensure a warm welcoming environment for customers and visitors.
  • Effectively manage customer complaints or any major incidents, such as a security issue.
  • Undertake regular customer and community engagement activities.
  • Resolving complaints, problems, and requests from customers. Investigate and solve where applicable, customers' problems, which may be complex or long-standing problems that have been passed on by the wider on site team. Where necessary assist Complaints Team in securing a satisfactory resolution to any complaint managed by them
  • Provide help and advice to customers in line with company policies.
  • Keeping accurate records of discussions or correspondence with customers and staff.
  • Analyse statistics and/or other data to determine the level of customer service the Resident Services Team are delivering and identify where improvements can be made and implement such.
  • Develop and implement feedback or complaints procedures for customers to use.
  • Improving customer service procedures, policies and standards within the Resident Services Team
  • Promote positive resident behaviour and managing resident issues, such as tenancy breaches and resident disputes.

Leadership and Management

  • Be the on-site lead for the end of defects period, collaborating with the development and construction team
  • To be on call and available for emergencies out of hours
  • Provide guidance and support to the onsite teams including Resident Services Associates, Estate Operatives and ad-hoc contractors as required.
  • Oversee contractors and inspect completed jobs on site
  • Evaluate the Resident Service team performance and provide direction, correction, or additional training.
  • Assist with training of staff to deliver a high standard of customer service.
  • Analyse statistics and/or other data to determine the level of customer service the Resident Services Team are delivering and identify where improvements can be made and implement such.
  • Involvement in staff recruitment and appraisals for onsite teams.
  • Deliver operating model and standards.
  • Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Property Management and Health & Safety

  • Oversee contractors and inspect completed jobs on site
  • Ensure all communal spaces are maintained and pre to an exemplary standard
  • Monitor building maintenance computer and security systems
  • All repairs and maintenance requests to be responded to in a timely manner with the impeccable customer communication
  • Advocate of the Health & Safety compliance with support received from H&S team.
  • Assist with emergency response and evacuations where required.
  • Undertake regular property / building inspections
  • Manage PPM on site and work closely with Block Management to assist with block related tasks


  • Manage the move in / out process with the Resident Services Team.
  • Liaising with lettings team for re-letting.
  • Undertake viewings with applicants directly or via lettings teams.
  • Suggest Lettings strategy to Lettings team and assist in delivery to optimise rents and reducing voids and rent loss.
  • Effective void management, minimising void days and retention of damage deposits. Budgeting and Finance
  • Delivery of operational and performance based KPI targets.
  • Assist General Manager with setting & monitoring of budgets and costs.
  • Invoice management and understanding workflow, authorisation limits and No PO No Pay.
  • Have a good understanding of cost coding to ensure invoices are coded correctly against budget.


  • Educated to minimum A-Level standard or equivalent is desirable.
  • Previous management and leadership experience in a complex residential property management role is essential.
  • Good technical knowledge and previous experience of residential property repair and construction.
  • Intermediate level ability in Microsoft office packages, including MS Excel, Word and Outlook.
  • Knowledge of Landlord and Tenants Act and Housing / Rents Acts Legislation.
  • Demonstrable understanding of H&S requirements on site.

Apply with an up to date CV today.