Resident Experience & Leasing Manager

Get Living; Leatherhead; On-site; GBP 30,000 - 40,000; Full time

Job summary

Get Living is seeking a Resident Manager to deliver an exceptional resident living experience and ensure neighbourhoods are optimally occupied. You will manage viewings, drive occupancy targets, and maintain high standards across occupied and vacant properties.

Key focus includes delivering a seamless move-in experience, building a connected community, and sustaining resident satisfaction across multiple platforms. Strong communication and organisational skills are essential.

Qualifications

• Proven track record of outstanding front-of-house customer service skills.
• Proven ability to handle residential complaints with professionalism and empathy to resolution.
• Strong problem-solving skills and experience supporting residents with a range of issues.
• Experience of viewings and leasing up essential.
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels.
• Adaptable and resilient, able to handle pressure and peak periods.
• Excellent attention to detail and organised approach to prioritising tasks.
• Excellent written and verbal communication skills.
• Self-motivated / proactive.

Responsibilities

• Conduct viewings booked in by the Customer Hub/Site Team on request and follow through to reservation to ensure optimal occupancy.
• Meet set budgeted targets for occupancy, pricing, revenue and Net Promoter Scores.
• Communicate confidently with prospective tenants, current residents, all visitors, colleagues, couriers and contractors.
• Ensure current and prospective residents enjoy an exemplary experience from first enquiry to move-in and on to an enduring and sustained residency experience thereafter.
• Passion for helping build a connected and supportive community where residents feel engaged and valued.
• Look for ways to do things better, change and explore opportunities to raise expectations and standards.
• Drive customer/resident satisfaction across all platforms (Zendesk/Google/Homeviews/Hubspot).
• Undertake inspections of both occupied and vacant properties to ensure apartments are maintained at the required standard, reporting breaches or maintenance issues. Complete Inventory check in and check out reports on homes using Inventory Base.
• Manage the Move out process including deposit release via the TDS Custodial scheme
• Accurately report and record all activity in line with Get Living controls, processes and policies.
• Ensure 100% accuracy of data recording in Yardi.
• Proactive and enthusiastic approach to supporting the delivery of events and initiatives, such as wellness initiatives and workshops.
• Support the ongoing function of the office and availability to residents by manning phones, lobby spaces, parcels and adopting different Resident Manager roles if required due to holiday cover.
• Manage Utility Bills for void units and updating utility companies with incoming and outgoing tenancies.
• Oversee Parcel/Postal delivery services and collection and ensure compliance with the process and usage.
• Assist team members with ad hoc tasks where required.

Skills

Front-of-house

Customer service

Residential lettings

Leasing up

Interpersonal skills

Problem solving

Attention to detail

Organised

Proactive

Adaptable

Job description

Get Living is seeking a Resident Manager to deliver an exceptional resident living experience and ensure neighbourhoods are optimally occupied. You will manage viewings, drive occupancy targets, and maintain high standards across occupied and vacant properties.

Key focus includes delivering a seamless move-in experience, building a connected community, and sustaining resident satisfaction across multiple platforms. Strong communication and organisational skills are essential.