Resident Manager

Deverell Smith Recruitment Ltd; Leatherhead; On-site; GBP 30,000 - 40,000; Full time

Job summary

Deverell Smith Recruitment Ltd is seeking a Resident Manager for a residential development in Surrey. This role focuses on delivering a seamless living experience, maximising occupancy and ensuring homes are presented to a high standard for viewings.

You will manage viewings, support residents, handle inquiries with professionalism, and drive high satisfaction across reviews. The role requires front-of-house experience, strong communication, and the ability to work with a range of stakeholders

Qualifications

• Front-of-house customer service experience.
• Viewings and lease-up experience essential.
• Strong interpersonal and communication skills.
• Ability to handle resident complaints with empathy and resolve.
• Self-motivated, proactive and well-organised.

Responsibilities

• Carry out viewings and guide prospective residents through to reservation to maximise occupancy.
• Deliver against occupancy, pricing, revenue and NPS targets.
• Act as a professional point of contact for residents, visitors, colleagues and contractors.
• Ensure a high-quality living experience from move-in to settled residency.
• Support resident events and initiatives and maintain data accuracy in Yardi.

Skills

Front-of-house

Customer service

Problem solving

Viewings/lease-up

Interpersonal skills

Organisation

Communication

Self-motivated

Tools

Yardi

Job description

Resident Manager
Location: Surrey
Contract: Full Time, Permanent

The Opportunity

My client, a leading Build to Rent operator, is looking for a Resident Manager to join the team at one of their residential developments in Surrey. This is a resident-facing role focused on delivering a seamless, positive living experience, while making sure the development stays well occupied and every home is presented to a high standard for viewings.

Key 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

About You

• A proven track record in front-of-house customer service
• Experience handling resident complaints with professionalism and empathy through to resolution
• Strong problem-solving skills and experience supporting residents with a variety of issues
• Viewings and lease-up experience is essential
• Excellent interpersonal skills, with the confidence to engage with people at all levels, from prospective residents and senior management to external suppliers
• Adaptable and resilient, able to perform under pressure and during busy periods
• Highly organised with excellent attention to detail
• Excellent written and verbal communication skills
• Self-motivated and proactive

What My Client Offers

My client places real emphasis on honesty, teamwork, mutual respect and continuous improvement, and is committed to delivering outstanding results for residents. They are a proud equal opportunity employer that values diversity and inclusion, invests in the health and wellbeing of its people, and is actively committed to ESG and sustainability across its portfolio.