Resident Services Manager

deverellsmith; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading property management company is seeking a Resident Manager in London to enhance resident living experiences. The role focuses on customer satisfaction, ensuring properties are maintained and occupancy targets met while managing all resident interactions and contractor processes. Ideal candidates will possess strong interpersonal skills, a property-related qualification, and proficiency in industry tools like Yardi.

Qualifications

• Medium to advanced computer skills, including Microsoft Office.
• Excellent interpersonal and communication skills.
• Self-motivated, adaptable, and resilient.

Responsibilities

• Primary representative for current and prospective residents.
• Ensure exemplary resident experience from enquiry to move-in.
• Manage applicant checks and compliance with standards.

Skills

Interpersonal skills

Communication skills

Attention to detail

Adaptability

Proactivity

Education

ARLA or equivalent property qualification

Tools

Yardi

Job description

Social network you want to login/join with:

The role is responsible for delivering the business 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 Relationships:

Internal : Resident Managers, wider EV team, business support functions

External : Residents, prospective customers, property management companies, third party suppliers

Key Responsibilities & Accountabilities

Primary customer facing representative of business 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.

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).

Meet set budgeted targets for occupancy, revenue and Net Promoter Scores.

Manage the resident contracting process, ensuring compliance with all standards, legislation and processes, controls and policies.

Manage applicant checks, including referencing, ensuring that applicants are correctly screened and commercial risk managed.

Undertake inspections of both occupied and vacant properties to ensure apartments are maintained at the required standard, reporting breaches or maintenance issues.

Move out process including deposit release.

Accurately report and record all activity in line with business controls, processes and policies.

Ensure % accuracy of data recording in Yardi.

Attend events and other resident experiences.

Qualifications & Experience:

Medium to advanced computer skills, including Microsoft Office applications (Excel, Word, etc) and good industry related systems knowledge e.g. Yardi / RentCafe

ARLA or equivalent property qualification where possible

Excellent interpersonal and communication skills, both written and oral

Ability to engage and be confident in dealing with a variety of people at all levels - residents, management, external providers

Self-motivated / proactive

Adaptable and resilient, able to handle pressure and peak periods

Excellent attention to detail and organised approach to prioritising tasks