Resident Experience Leader – PBSA Operations (800+ Beds)

Property Management Recruitment Ltd; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

33 days annual leave

Birthday day off

Employee Assistance Programme

Medical cash plan

Job summary

Property Management Recruitment Ltd is seeking an Assistant Manager to oversee a busy PBSA community in West London. You will lead a customer-facing team, drive the resident experience and ensure strict compliance across the site.

Reporting to the General Manager, you will support day-to-day operations, occupancy initiatives and peak periods while maintaining high standards in a fast-paced environment. This is a visible leadership role within one of London’s largest PBSA assets.

Qualifications

• Experience in PBSA, BTR, residential property, hospitality or similar customer-focused operations.
• Proven history of leading, supervising or developing teams.
• Strong customer service and resident engagement skills.
• Experience managing complaints and escalations; capable of handling difficult situations.
• Understanding of compliance, health & safety and operational procedures.

Responsibilities

• Support day-to-day management of an 800+ bed student accommodation scheme.
• Lead, coach and develop a team of Customer Service Advisers.
• Drive an exceptional resident experience and handle escalated queries.
• Manage team performance, development, absence and employee relations matters.
• Support occupancy, resident retention and customer satisfaction initiatives.
• Ensure building remains compliant across health & safety, fire safety and statutory requirements.
• Collaborate with contractors and internal stakeholders to maintain high standards.
• Monitor site performance and identify opportunities for continuous improvement.
• Support key operational periods, including arrivals, departures and peak occupancy.
• Deputise for the General Manager when required.

Skills

People management

Customer service

Stakeholder management

Compliance

PBSA knowledge

Job description

Property Management Recruitment Ltd is seeking an Assistant Manager to oversee a busy PBSA community in West London. You will lead a customer-facing team, drive the resident experience and ensure strict compliance across the site.

Reporting to the General Manager, you will support day-to-day operations, occupancy initiatives and peak periods while maintaining high standards in a fast-paced environment. This is a visible leadership role within one of London’s largest PBSA assets.