Resident Services Manager

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Job Title: Resident Manager

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 the business for all current and prospective residents.
• Ensure current and prospective residents enjoy an exemplary experience from first enquiry to move-in and throughout their residency.
• Seek continuous improvement, explore opportunities to raise standards and expectations.
• Drive customer/resident satisfaction across all platforms (Zendesk, Google, Homeviews).
• Meet set targets for occupancy, revenue, and Net Promoter Scores.
• Manage the resident contracting process, ensuring compliance with standards, legislation, policies, and controls.
• Oversee applicant checks, including referencing, to ensure proper screening and risk management.
• Conduct inspections of occupied and vacant properties to maintain standards, reporting issues as needed.
• Handle move-out processes, including deposit releases.
• Accurately report and record all activities in line with business controls and policies.
• Maintain data accuracy in Yardi system.
• Participate in events and resident engagement activities.

Qualifications & Experience:

• Proficient in Microsoft Office applications (Excel, Word) and industry systems like Yardi / RentCafe.
• ARLA or equivalent property qualification preferred.
• Excellent interpersonal and communication skills, both written and oral.
• Confident in engaging with residents, management, and external providers at all levels.
• Self-motivated and proactive.
• Adaptable and resilient, capable of handling pressure and peak periods.
• Strong attention to detail and organized task management.