PART-TIME OR FULL-TIME: Resident Services Manager (North East Region)

Ocasahomes; North East; On-site; GBP 30,000 - 40,000; Full time

Job summary

A dynamic property management firm is seeking a Resident Services Manager to enhance the resident experience across communities in North East England. The role involves managing property viewings, ensuring operational standards, and fostering strong relationships with residents. Ideal candidates will have a customer service background and be highly organized, with strong interpersonal skills. Flexibility in working hours is required, along with a valid UK driving license.

Benefits

Enhanced Pension

25 days annual leave plus UK bank holidays

Your birthday off

Life assurance

Private healthcare via Bupa

Qualifications

• Proven experience in a customer-facing management role in property or hospitality.
• Solid understanding of the residential rental market and compliance.
• Demonstrated success in target-driven roles.
• Excellent interpersonal and communication skills.
• Highly organized and detail-oriented.

Responsibilities

• Lead property viewings and drive occupancy.
• Ensure safety and compliance of properties.
• Act as liaison with maintenance for timely resolutions.
• Foster positive relationships with residents.
• Support new asset mobilization for a seamless resident experience.

Skills

Customer service

Interpersonal skills

Organizational skills

Problem-solving mindset

Technological proficiency

Tools

Microsoft Office

Job description

Overview

Job title: Resident Services Manager

Location: North East England, UK

Contract: Permanent, full-time or part-time hours available. Working Pattern: See additional information

Direct reports: N/A

Reporting to: Senior Building Operations Manager

Company Overview

Ocasa Homes is not your typical property management company - we're redefining how residential properties are managed in the UK. Established to oversee a private investment fund's residential portfolio, we focus on delivering exceptional experiences to residents living in our high-quality, yet affordable homes.

Role Overview

The Resident Services Manager plays a pivotal role in shaping the resident experience across our Ocasa communities. This position is instrumental in driving service excellence, fostering community engagement, and ensuring operational standards are consistently met.

Supporting this function, the Resident Services Manager will take a proactive role in resident acquisition through property viewings, uphold asset integrity via regular building inspections and enhance resident satisfaction by coordinating community initiatives and providing responsive, high-quality support.

For full-time applicants: This role will look after our buildings within the whole North East region (Durham, Sunderland, Stockton-on-Tees and Carlisle).

For part-time applicants:

• Three days per week, flexibility around specific days. This will be an on-site role, managing our properties in Durham, Sunderland, Stockton-on-Tees, or;
• Two days per week, flexibility around specific days. This will be an on-site role, managing our properties in Carlisle.

Please state the role you are applying for alongside your application (e.g. full-time, part-time 2 days per week in Carlisle or part-time 3 days per week at our other NE sites)

Key Responsibilities

• Occupancy & Performance Management: Lead and oversee property viewings, working to individual and team KPIs to drive occupancy and conversion. Provide regular, data-informed feedback to the Head of Communities and Mobilisation regarding property condition and pricing to support strategic decision-making.
• Operational Oversight & Compliance: Ensure the completion of regular portfolio inspections to maintain safety, cleanliness, and presentation standards. Maintain accurate records and ensure compliance with health and safety protocols. Oversee the secure management and auditing of all property keys. Work with the FM team and in particular the Compliance Manager to provide on-site support in relation to day to day compliance related activity.
• Maintenance & Service Coordination: Act as the key liaison with the maintenance helpdesk, ensuring timely resolution of repairs and high-quality outcomes through inspections and spot checks. Maintain clear communication with residents throughout the process.
• Issue Escalation & Risk Management: Proactively identify and escalate community or operational issues to the appropriate senior stakeholders, including the Head of Communities and Mobilisation and the Facilities Manager.
• Resident Engagement & Community Building: Foster strong, positive relationships with residents across your region, embodying Ocasa’s values in every interaction. Lead the planning and delivery of approved community events that enhance resident satisfaction and align with budgetary guidelines.
• Portfolio Mobilisation & Strategic Support: Support the Head of Communities and Mobilisation in the mobilisation of new assets, ensuring a seamless resident experience from day one. Provide strategic input and administrative support on departmental projects and initiatives.
• Standards & Brand Representation: Champion Ocasa’s leasing walk and brand standards across all sites. Monitor adherence and report deviations to central teams for resolution. Coordinate and lead open days, with or without external support, in collaboration with tenancy management teams.
• Third-Party Coordination & Legal Support: Facilitate access for third-party contractors and support the servicing of legal notices and consultation events as required.
• Cross-Portfolio Flexibility: Provide leadership and operational cover across other buildings and regions during peak periods, holidays, or as business needs dictate.
• Supporting the centralised functions: Support other areas of the business, such as Lettings during peak times.

Experience & Qualifications

• Proven experience in a customer-facing management role within the residential property, hospitality, or flexible workspace sectors, with a strong track record of delivering outstanding service in high-demand environments.
• Solid understanding of the residential rental market, including key operational requirements such as health and safety compliance, property inspections, and resident engagement.
• Demonstrated success in target-driven roles, with the ability to meet and exceed performance metrics related to occupancy, service delivery, or operational efficiency.
• Technologically confident, with proficiency in Microsoft Office and the ability to quickly adapt to multiple business systems and digital platforms.
• Excellent interpersonal and communication skills, with a natural ability to build rapport and trust with prospective and existing residents.
• Highly organised and detail-oriented, with strong administrative capabilities and a disciplined approach to following processes, policies, and maintaining accurate records.
• A genuine passion for delivering exceptional customer experiences, with a proactive and solution-focused mindset.

Company Benefits

• Enhanced Pension
• 25 days annual leave, plus UK bank holidays
• Your birthday off
• Time off to move home
• Life assurance
• Group Income Protection
• Private healthcare via Bupa (taxable benefit)
• Commitment to your learning and development
• Employee wellness resources and events
• Employee Assistance Programme
• Regular team building events

Our Values

We have built a business to be proud of and our values are key to our ongoing growth. We would like candidates who are interested in joining us to demonstrate how they incorporate our values in their ways of working.

Considered: We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.

Principled: We believe in doing the right thing, and we hold our principles closely in everything that we do.

Empathetic: Empathy is key to creating a culture that’s open, supportive, and kind. We treat everyone with empathy.

Knowledgeable: We hold ourselves to a high standard; every member of the Ocasa team is an expert at what they do.

Additional Information

Work patterns: Shifts will range from 8:00-18:00, with 5 out of 7 days, including at least 1 Saturday per month. Regular travel across the portfolio is required; travel expenses can be reimbursed per policy. A valid UK driving license is required. The successful candidate must have permission to work in the UK by start of employment.

We require all candidates offered employment to complete a background check including eligibility to work in the UK, employment references, DBS check, and further checks may be conducted depending on the role.

OcasaHomes is an equal opportunities employer and is committed to creating an inclusive environment. We will make reasonable adjustments to our recruitment process. Please contact our People team to discuss how we can support you: [e-mail]