Resident Experience & Community Manager

DeverellSmith Group; Leatherhead; On-site; GBP 30,000 - 42,000; Full time

Job summary

DeverellSmith Group in Surrey is seeking a Resident Manager to oversee front-of-house operations at a residential development. You will conduct viewings, drive occupancy, and ensure high standards of presentation and service for residents and visitors.

The role focuses on delivering an exceptional living experience, resolving resident concerns with empathy, and maintaining excellent community engagement. A permanent, full-time position with opportunities to lead events and enhancements.

Qualifications

• Front-of-house customer service experience.
• Experience handling resident complaints to resolution.
• Viewings and lease-up experience essential.
• Excellent interpersonal skills and communication abilities.
• Highly organised with strong attention to detail.
• Self-motivated and proactive.

Responsibilities

• Carry out viewings booked through the central enquiries team or on-site team, and guide prospective residents through to reservation to maximise occupancy
• Deliver against budgeted targets for occupancy, pricing, revenue and Net Promoter Score
• Act as a confident, professional point of contact for prospective tenants, residents, visitors, colleagues, couriers and contractors
• Make sure residents enjoy an exceptional experience at every stage, from first enquiry and move-in through to a long and settled residency
• Help build a connected, supportive community where residents feel engaged and valued
• Look for opportunities to improve processes and raise service standards
• Drive resident satisfaction across review and customer service platforms
• Inspect occupied and vacant apartments to make sure they are kept to the required standard, reporting any breaches or maintenance issues
• Complete inventory check-in and check-out reports
• Manage the move-out process, including deposit release through the TDS Custodial scheme
• Record all activity accurately in line with company policies and procedures, maintaining 100% data accuracy in Yardi
• Support the planning and delivery of resident events and initiatives, such as wellness workshops
• Help keep the office running smoothly by covering phones, the lobby and parcels, and stepping into other Resident Manager roles during holiday periods
• Manage utility accounts for void units and update suppliers with incoming and outgoing tenancies
• Oversee parcel and post services, making sure processes are followed
• Support colleagues with ad hoc tasks as needed

Skills

Front-of-house

Viewings/Lease-up

Customer service

Problem solving

Communication

Organisation

Job description

DeverellSmith Group in Surrey is seeking a Resident Manager to oversee front-of-house operations at a residential development. You will conduct viewings, drive occupancy, and ensure high standards of presentation and service for residents and visitors.

The role focuses on delivering an exceptional living experience, resolving resident concerns with empathy, and maintaining excellent community engagement. A permanent, full-time position with opportunities to lead events and enhancements.