Resident Service Manager

Resident Services Manager Location: Northwest (travel required between Morecambe and Accrington) Reporting to: Head of Resident Services The Opportunity An established, private equity-backed residential property business operating within the Build-to-Rent sector is seeking a Resident Services Manager to join its growing Northwest team. With a substantial and expanding portfolio of single-family rental homes and a strong pipeline for future development and acquisitions, the business is entering an exciting phase of growth. This role offers the opportunity to play a key part in delivering high-quality resident experiences while supporting the mobilisation and ongoing management of new and existing communities. The Role As Resident Services Manager, you will take full ownership of a designated portfolio across the Northwest, ensuring both residents and properties are managed to the highest standards. This is a varied, hands-on role combining property management, estates oversight, and resident engagement. You will act as the on-the-ground representative, delivering an exceptional customer experience while driving operational performance and resident retention. Key Responsibilities Property & Tenancy Management Conduct in-person and virtual viewings with a strong focus on converting enquiries into lets Manage the full lettings lifecycle including tenancy agreements, deposits, check-ins and check-outs Carry out property inspections and ensure tenancy compliance Oversee inventory management and coordinate utilities and council tax updates Support rent collection and minimise arrears Drive tenancy renewals and focus on reducing resident churn Handle resident queries and resolve issues in a timely, professional manner Identify and manage anti-social behaviour, escalating where required Resident Experience & Engagement Act as the primary point of contact for residents, delivering excellent customer service Implement resident engagement strategies, including communications and community initiatives Build strong relationships with residents to enhance satisfaction and retention Liaise with local stakeholders including councils, community groups, and authorities Estates & Maintenance Management Conduct regular site inspections to ensure assets are maintained to a high standard Coordinate planned and reactive maintenance with contractors Monitor completion of works and ensure resident satisfaction Manage compliance checks and ensure all statutory obligations are met Support landscaping and environmental standards Oversee defect reporting and resolution during handovers and re-lets Mobilisation & New Schemes Support the mobilisation of new developments and refurbished homes Liaise with construction teams to ensure smooth handovers Identify and track defects, ensuring timely resolution Prepare properties for occupation, ensuring readiness for new residents About You Proven experience in residential property, lettings, or estates management Strong understanding of tenancy management processes (including check-ins/outs and inventories) Knowledge of relevant legislation and best practice (e.g. Renters' Reform) Highly organised with the ability to manage a varied workload independently Excellent communication and interpersonal skills Customer-focused with a proactive, solutions-driven approach Confident managing challenging situations and resolving disputes IT literate and comfortable using property management systems Full UK driving licence and access to a vehicle Package & Benefits Discretionary bonus of up to £4,500 per annum Car allowance of £4,000 per annum plus mileage Strong long-term career progression within a growing platform Additional Information Travel required across the Northwest portfolio (Morecambe to Accrington) Flexibility to work occasional evenings and weekends to support viewings and resident move-ins Why Apply? This is an opportunity to join a forward-thinking, growth-focused operator in the Build-to-Rent sector, where you can take real ownership of your portfolio and play a key role in shaping thriving residential communities