Resident Services Manager

PMR; West Kirby; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

25 days annual leave plus bank

Pension scheme

Private medical cover

Career development opportunities

Job summary

PMR, a leading Build-to-Rent operator, seeks a Resident Services Manager for Liverpool’s flagship community. You will drive daily operations, oversee leasing, compliance and contractor management while delivering an outstanding resident experience.

You’ll partner with the General Manager, lead a team of Resident Services Associates and own day-to-day responsibility, including health & safety, audits and budget support.

Qualifications

• Experience in Build-to-Rent, PRS or residential property management.
• Strong focus on customer service and resident experience delivery.
• Experience coordinating contractors and managing operational issues.
• Exposure to health & safety, compliance and building operations.
• Proactive, organised and capable of independent ownership.

Responsibilities

• Support day-to-day operation of a Build-to-Rent community.
• Lead and develop a team of Resident Services Associates.
• Deliver exceptional resident experience from move-in to move-out.
• Oversee leasing activity, turnarounds and retention.
• Manage resident queries, complaints and service recovery.
• Coordinate contractors and suppliers to high standards.
• Support compliance, H&S and audit processes.
• Assist with budgeting and operational performance.
• Work with General Manager to drive improvements and standards.
• Build relationships with residents, colleagues and stakeholders.

Skills

BTR experience

PRS exposure

block management

customer service

contractor coordination

health & safety

team leadership

stakeholder management

Job description

We're supporting a leading Build-to-Rent operator in the search for a Resident Services Manager to join one of Liverpool's flagship residential communities. This is an exciting opportunity to take on a broad operational role, working closely with an experienced General Manager and helping drive the success of a large-scale asset.

More than a traditional resident services position, the role offers exposure across operations, leasing oversight, compliance, contractor management, health & safety, resident experience and team development. You'll be trusted to take ownership, make decisions and act as a visible leader within the building.

For ambitious residential property professionals looking to further their career, this is an opportunity to join a well-established business with a strong reputation, genuine responsibility from day one and excellent long-term development prospects.

Key Responsibilities:

• Support the day-to-day operation of a vibrant Build-to-Rent community
• Lead and develop a team of Resident Services Associates
• Deliver an exceptional resident experience from move-in through to move-out
• Oversee leasing activity, apartment turnarounds and resident retention
• Manage resident queries, complaints and service recovery
• Coordinate contractors and suppliers, ensuring high standards throughout the building
• Support compliance, health & safety and operational audit processes
• Assist with budgeting, expenditure monitoring and operational performance
• Work closely with the General Manager to drive continuous improvement and building standards
• Build strong relationships with residents, colleagues and external stakeholders

Your Requirements:

• Experience within BTR, PRS, block management, residential property management or a similar residential environment
• Strong understanding of customer service and resident experience delivery
• Experience coordinating contractors and managing operational property issues
• Exposure to health & safety, compliance and building operations
• Ability to work independently and take ownership of day-to-day responsibilities
• Comfortable handling challenging conversations and resolving issues effectively
• Strong communication and stakeholder management skills
• Organised, proactive and solutions-focused approach
• Previous team leadership or mentoring experience would be advantageous

What's On Offer:

• 25 days annual leave plus bank holidays, increasing with service
• Competitive pension scheme and a range of financial wellbeing benefits
• Private medical cover, virtual GP access and wellbeing support
• Ongoing training, development and career progression opportunities
• Significant autonomy and exposure across all aspects of Build-to-Rent operations
• Support from an experienced General Manager and wider operational team
• Long-term career development within a respected property business
• Collaborative, people-focused culture with resident experience at its core