About the Role
Resident Services ManagerLocation: Northwest (travel required between Morecambe and Accrington) Reporting to: Head of Resident ServicesThe OpportunityAn 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 RoleAs 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 ResponsibilitiesProperty & Tenancy ManagementConduct in-person and virtual viewings with a strong focus on converting enquiries into letsManage the full lettings lifecycle including tenancy agreements, deposits, check-ins and check-outsCarry out property inspections and ensure tenancy complianceOversee inventory management and coordinate utilities and council tax updatesSupport rent collection and minimise arrearsDrive tenancy renewals and focus on reducing resident churnHandle resident queries and resolve issues in a timely, professional mannerIdentify and manage anti-social behaviour, escalating where requiredResident Experience & EngagementAct as the primary point of contact for residents, delivering excellent customer serviceImplement resident engagement strategies, including communications and community initiativesBuild strong relationships with residents to enhance satisfaction and retentionLiaise with local stakeholders including councils, community groups, and authoritiesEstates & Maintenance ManagementConduct regular site inspections to ensure assets are maintained to a high standardCoordinate planned and reactive maintenance with contractorsMonitor completion of works and ensure resident satisfactionManage compliance checks and ensure all statutory obligations are metSupport landscaping and environmental standardsOversee defect reporting and resolution during handovers and re-letsMobilisation & New SchemesSupport the mobilisation of new developments and refurbished homesLiaise with construction teams to ensure smooth handoversIdentify and track defects, ensuring timely resolutionPrepare properties for occupation, ensuring readiness for new residentsAbout YouProven experience in residential property, lettings, or estates managementStrong 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 independentlyExcellent communication and interpersonal skillsCustomer-focused with a proactive, solutions-driven approachConfident managing challenging situations and resolving disputesIT literate and comfortable using property management systemsFull UK driving licence and access to a vehiclePackage & BenefitsDiscretionary bonus of up to £4,500 per annumCar allowance of £4,000 per annum plus mileageStrong long-term career progression within a growing platformAdditional InformationTravel required across the Northwest portfolio (Morecambe to Accrington)Flexibility to work occasional evenings and weekends to support viewings and resident move-insWhy 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.