Resident Services & Operations Manager

FPMR Ltd; City Of London; On-site; GBP 41,000 - 46,000; Full time

Job summary

A luxury residential management company in London is seeking a dedicated Resident Services & Operations Manager. You will be the face of the community, ensuring exceptional service and operational excellence within a high-end residential building. The ideal candidate has experience in hospitality or property management, superb customer service skills, and a passion for creating exceptional resident experiences. This role offers a competitive salary and excellent benefits.

Benefits

Enhanced family leave

Cycle-to-work scheme

Season ticket loan

Enhanced sick pay

Study support

Extra days off for special milestones

Qualifications

• Experience within residential property or hospitality management.
• Strong ability to build rapport with residents and team members.
• Proactive management of multiple priorities.

Responsibilities

• Act as the main point of contact for residents.
• Oversee daily operations of the building.
• Lead and support on-site team members.
• Ensure health and safety compliance.

Skills

Customer service skills

Team leadership

Organisational skills

Communication skills

Problem-solving skills

Job description

We're looking for a passionate and organised Resident Services & Operations Manager to take the lead at a luxury development. This is a fantastic opportunity for someone who loves creating great resident experiences, managing a small on-site team, and ensuring the smooth running of a high-end residential building.

You’ll be the face of the community, building strong relationships with residents, managing daily operations, and maintaining the highest standards of service and presentation throughout the development.

Key Responsibilities

Resident Experience

• Act as the main point of contact for residents, providing exceptional service and ensuring a welcoming, professional environment.

• Build a sense of community through regular communication, resident engagement, and events.

• Work with internal teams to develop and deliver creative resident initiatives that enhance satisfaction and retention.

Operations & Property Management

• Oversee the smooth day-to-day running of the building, ensuring all services and maintenance tasks are completed to a high standard and within set budgets.

• Manage supplier relationships and ensure compliance with service level agreements and health & safety regulations.

• Support with operational reporting, financial performance tracking, and process improvements.

Team Leadership

• Lead, motivate and support on-site team members, ensuring consistent delivery of service excellence.

• Provide coaching, feedback, and development opportunities through regular one-to-ones and performance reviews.

• Encourage a culture of professionalism, teamwork and accountability.

Health & Safety & Compliance

• Ensure policies and procedures are followed to maintain a safe environment for residents, visitors, and staff.

• Keep systems and records up to date and support the delivery of annual testing and training programmes.

What We're Looking For

• Experience within residential property, or hospitality management (front of house, guest services or building operations).

• Strong customer service skills and the ability to build rapport easily with residents, team members, and contractors.

• Organised, proactive and confident managing multiple priorities.

• A natural team leader with good communication and problem-solving skills.

What's on Offer

• Competitive salary of £41,000 - £46,000, depending on experience.

• Opportunity to join a growing and innovative residential management business.

• Excellent benefits including enhanced family leave, cycle-to-work scheme, season ticket loan, enhanced sick pay, study support, and extra days off for special milestones (birthday and first home purchase).

If you're someone who thrives in a people-focused environment, enjoys leading teams, and takes pride in delivering a high-quality resident experience, we'd love to hear from you.

Apply now to find out more.