Resident Manager (Maidenhead)

Get Living London Limited; Maidenhead; On-site; GBP 36,000 - 55,000; Full time

Job summary

Get Living London Limited is seeking a proactive Resident Manager to deliver an exceptional, effortless living experience for residents across our neighbourhoods. You will oversee viewings, move-ins, and ongoing residency, ensuring properties are presented to high standards and occupancy targets are met.

You will coordinate with Customer Hub and Site Team, manage deposits via TDS Custodial, and report accurately in Yardi. Strong communication and ARLA qualification are preferred.

Qualifications

• ARLA or equivalent property qualification (level 3 essential, level 4 desirable).
• Proven track record of outstanding customer service experience in lettings / property management.
• Intermediate to advanced computer skills (Excel, Word) and knowledge of industry systems e.g. Yardi / RentCafe / Hubspot.
• Proven track record of outstanding customer service skills.
• Adaptable and resilient, able to handle pressure and peak periods.
• Excellent attention to detail and organised prioritisation.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels.
• Self-motivated and proactive.

Responsibilities

• Primary customer facing representative for all current and prospective residents.
• Ensure residents enjoy an exemplary experience from first enquiry to move-in and ongoing residency.
• Perform viewings booked by the team and follow through to reservation and hand over to the hub.
• Look for ways to improve processes and raise standards.
• Drive resident satisfaction across platforms (Zendesk/Google/Homeviews/Hubspot).
• Meet budgeted targets for occupancy, pricing, revenue and NPS.
• Complete inventory checks in and out using Inventory Base.
• Undertake inspections of occupied and vacant properties to maintain high standards.
• Manage Move out deposits via the TDS Custodial scheme.
• Accurate reporting and data recording per Get Living controls and policies.
• Ensure 100% data accuracy in Yardi.
• Attend planning of events and resident experiences.
• Support office functions and resident services during cover.

Skills

Customer service

Communication skills

Interpersonal skills

Adaptability

MS Office

CRM systems

Self-motivated

Education

ARLA Level 3

ARLA Level 4 desirable

Tools

Yardi

RentCafe

Hubspot

Job description

The role is responsible for delivering the Get Living promise by driving an excellent resident living experience that is positive and effortless. Working with the team the Resident Manager ensures neighbourhoods are optimally occupied and properties are prepared to a high standard for viewing.

Key Responsibilities & Accountabilities

• Primary customer facing representative for all current and prospective residents.
• 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.
• Perform viewings booked in by the Customer Hub/Site Team on request and follow through to reservation and had over to the Customer hub for processing.
• 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).
• Meet set budgeted targets for occupancy, pricing, revenue and Net Promoter Scores.
• Complete Inventory check in and check out reports on homes using Inventory Base.
• Undertake inspections of both occupied and vacant properties to ensure apartments are maintained at the required standard, reporting breaches or maintenance issues.
• 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.
• Attend and participate in the planning of events and other resident experiences.
• 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.
• Assist team members with ad hoc tasks where required.
• Manage Utility Bills for void units and updating utility companies with incoming and outgoing tenancies

Qualifications & Experience

• ARLA or equivalent property qualification where possible (level 3 essential, level 4 desirable).
• Proven track record of outstanding customer service experience in lettings / property management.
• Intermediate to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related s ystems knowledge e.g. Yardi / RentCafe / Hubspot.
• Proven track record of outstanding customer service skills
• 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
• Excellent interpersonal skills with the confidence to engage with a variety of people at all levels, including residents, senior management, external providers
• Self-motivated / proactive

Get Living Commitment

Diversity & Inclusion

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Health and Safety

Get Living is responsible for providing a safe and healthy environment for all employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio.

We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of our Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce.

We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit.

ESG

Get Living is committed to leading and promoting ESG initiatives as well as identifying ways to improve sustainability goals.

Build to Rent experience, ARLA, proven track record in customer service, complex problem solving, excellent attention to detail, exemplary communication skills both written and verbal, intermediate computer skills (Excel, Word, CRM systems).