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Senior Resident Services Manager

Senior Resident Services Manager (Build To Rent)

Based Milton Keynes

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 oversee two developments, one operational and one launching this year. The company have gone from strength to strength with a real focus on the Private Rented Sector. They are proud of what they do, how well they do it and of the people that work for them.

The Residential Services Manager will support the General Manager in the safe management of the operations of two BTR sites, leading, managing and delivering the on-site resident operations in line with company standards. The successful applicant will ensure the residents receive excellent service, the asset delivers performance above target and the team work as one.


Customer Service

  • Manage and coordinate the team
  • Keep abreast of good practice and establish new ways of providing services to customers
  • Ensure effective co-ordination between the customer services team and other areas of the business
  • Set, review and monitor service standards
  • Deliver all on-boarding materials such as handbooks, notices, instructions
  • Review customer feedback, create action plans and implement to meet the residents needs


  • Lead on ensuring the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
  • Ensure the smooth running of the letting process
  • Manage and coordinate the day-to-day running of cleaning and maintenance operatives
  • Contribute to the formulation, review and development of policies and procedures
  • Keep abreast of H&S and industry-relevant changes in legislation, practice and policy, initiating changes as required
  • Identify and report defects, managing contractors to rectify the works

Customer Engagement

  • Identify opportunities for enhanced service delivery to optimise customer experience
  • Meet & greet residents and handle complaints to effective resolution
  • Organise regular events for residents


  • Management, development, and support of direct reports, ensuring clear co-ordination between them and effective performance. This includes setting targets and monitoring team and individual goals, ensuring that staff appraisals take place and that individual training requirements are met
  • Recruit staff and provide induction and other training for the personal development of members of staff
  • Encourage and develop new initiatives and ideas with staff
  • Lead, motivate, communicate with, develop and performance manage direct reports


  • Prepare and ensure the preparation of regular customer & building data
  • Prepare reports as required to report against KPI targets
  • Draft and manage the budget, monitoring it regularly and ensuring expenditure is within target


  • Significant experience in the management of resident services, preferably within organisations providing market rent properties or hospitality, essential
  • A true leader, with the ability to lead a successful team
  • Experience of training and recruiting a cold start team
  • Strong experience in creating and designing events, including event themes, "out of the box" ideas
  • Track record of the design and delivery of service improvement plans
  • Experience of setting and managing budgets
  • Industry qualifications from NFOPP, IRPM, RICS , ARMA highly desirable
  • A good communicator with strong interpersonal skills
  • Provide effective advice and support
  • Ability to build relationships and work collectively with colleagues
  • Goal-focused, positive and resilient
  • Positive attitude and ability to work with little supervision
  • Continually strives to improve knowledge, skills and abilities to produce the best results
  • Possess the ability to compile accurate reports, competent in presenting data and performance against KPIs
  • Possess a sound understanding of legislation relating to chemicals and dangerous substances

Apply with your CV today.