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Resident Services Manager - North West

Resident Services Manager (housing portfolio)

NW Portfolio

Salary £28,000 (plus bi-annual bonus, car allowance, benefits)

Monday to Friday

My client is a progressive employer, seeking an addition to the lettings team to offer an unrivalled service to residents across their neighbourhoods. If you'd like to work for a business that prides itself on being highly communicative and having an open and inclusive culture, this could be just the role for you. The role will be based at the Salford office combined with home-based working. The Lettings Team work well together, ensuring the business offers an unrivalled service to applicants across all the neighbourhoods, so a team player is key.

Growth plans over the next three years will see some 4,000 residential units so there are huge opportunities for development with this company.


As a Resident Services Manager within the Resident Services team, you will be a proactive and organised individual who will be able to carry out tasks through to a successful conclusion. The Resident Services Manager will be organised, efficient and able to work alone as well as take instruction from the Head of Resident Services. The key focus will be to ensure residents and their properties in the managed development are cared for and maintained to the highest possible standards, in line with budgets, service level agreement and regulatory requirements.

This will be an all-encompassing role of estates, property and resident management, whilst delivering excellent customer service. An understanding and involvement of the planned and reactive maintenance process is required to be able to proactively assist in the coordination and successful completion of maintenance tasks to a high standard and within agreed time frames.


  • Assist the Head of Resident Services with regular site inspections and raise any issues for attendance, ensuring estates are in good condition

  • Provide a communication link between contractors and residents

  • Liaise with handyman service on attendance, access and on-site queries - overseeing contractors working on properties

  • Follow up on maintenance items to check residents are happy with completed works

  • Visit and record further information/ photos for maintenance issues if required

  • Be aware of the estate management plan and cyclical maintenance, and update residents on works when required

  • Liaise with the Maintenance Manager to follow the progress of renovated properties, assisting with meter changes and supply changes

  • Conduct property viewings with potential residents, giving them a detailed overview of the business and the neighbourhood

  • Conduct virtual viewings on properties to send to potential residents

  • Take holding fees when confirming reservations

  • Advise potential residents of the lettings procedure, the financial obligations and conduct during tenancy

  • Carry out full administration duties in relation to new tenancies, including drafting new tenancy documents and tenancy agreements

  • Compile detailed property condition inventories

  • Obtain meter readings and notify utility companies and council tax upon a resident moving in/ out

  • Conduct new resident move-in and home demonstrations

  • Updating/ maintaining the CRM system with relevant information and documents

  • Conduct mid-term property inspections to assess the condition of properties, reporting any tenancy breaches and maintenance work required

  • Undertake winter checks on vacant properties

  • Ensure all regulatory requirements are met at all times

  • Support the finance team in the rent collection process as required

  • Be a brand ambassador for the business, demonstrating a positive can-do attitude and giving the highest levels of customer care at all times

  • Regularly communicate with residents on neighbourhood updates

  • Assist with the publication of regular neighbourhood newsletters

  • Conduct property inspections as required

  • Be the first point of contact for all resident enquiries

  • Identify anti-social behaviour and manage/ escalate where required

  • Protect residents deposits with the Tenancy Deposit Scheme within required timeframes

  • Track tenancy renewal dates and negotiate tenancy renewals with residents

  • Carry out weekly key audit and chase any outstanding keys

  • Facilitate post/ parcels as required

  • Assist with resident events

  • Provide administration cover for other regions as required

  • Any other ad-hoc duties as and when required

Skills, Knowledge and Experience

  • Industry specific knowledge

  • Knowledge or background in Social Housing

  • Holds a relevant industry-related qualification and accreditation or would be willing to work towards

  • Knowledge of the Tenancy Deposit Scheme rules

  • An understanding of the Right to Rent obligations

  • IT literate

  • Hold a full UK driving licence and has access to own vehicle for which mileage will be paid


  • To positively contribute to team spirit across all disciplines

  • A team player and willing to deliver on the detail

  • Motivated self-starter, with the ability to manage own workload

  • Flexible in your approach to your work and delivery

  • Strong character

This is an exciting time to join a successful and growing business. The portfolio is across Leigh, Lowton, Litherland and the Wirral, and will otherwise be based in the Salford and Liverpool offices.