VacancyTitle: Resident Services Manager

Grainger plc; West of England; On-site; GBP 45,000 - 60,000; Full time

Job summary

Grainger plc is seeking a Resident Services Manager to lead on-site resident operations across our UK communities. You will oversee front-line services, reception, and the overall resident experience, ensuring the Grainger standards are delivered with efficiency and care.

You will coordinate the resident services team, respond to feedback, and drive improvements to service quality while managing move-in/out processes and related activities across sites.

Qualifications

• Experience in resident services or front-line customer service preferred.
• Strong communication and problem-solving skills.
• Ability to manage multiple tasks and teams on-site.

Responsibilities

• Coordinate and manage the on-site resident services team and reception.
• Monitor service standards and implement improvements based on feedback.
• Address resident concerns promptly to maintain high satisfaction.
• Oversee move-in/out processes and related service streams.

Job description

The Resident Services Manager is responsible for leading, managing, and delivering the onsite resident operations in line with the Grainger standards and proposition. Responsibility includes the financial, operational, and service performance of their community.

Responsibilities will include, but are not limited to:

• Manage and co-ordinate the RST and reception service, ensuring the provision of an excellent front-line service to residents via the telephone, in writing and in person.
• Keep abreast of good practice and establish new ways of providing services to customers.
• Set, review customer feedback and monitor service standards, to enhance and improve the onsite service offering.
• Be available for residents to share feedback and discuss any matters of concern.
• Ensure the RST deliver the resident move in and move out process seamlessly, and all related streams are complete with in the set time frame.
• Create resident engagement plans, using feedback from the annual Net Prompter Score (NPS) and touchpoint survey
• Effectively manage customer complaints, resolving complaints, problems, and requests from customers

Please see below for full job description

Founded in Newcastle upon Tyne in 1912, Grainger plc, a FTSE 250 business, is the UK’s largest listed residential landlord and leader in the fast-growing build-to-rent sector, providing c.11,100 rental homes to over 25,000 customers. With a pipeline of secured build-to-rent development projects totalling c.4,500 homes and £1.3bn, Grainger is creating thousands more rental homes by investing in cities across the UK.

Grainger works in partnership with a large number of public sector organisations to deliver new homes to local communities, including Transport for London, Network Rail, the Ministry of Defence, Lewisham Borough Council and the Local Pensions Partnership.

Grainger’s build-to-rent developments provide a range of customer benefits from professional on-site resident services teams, resident amenities including gyms, residents’ lounges, roof terraces, meeting rooms and co-working space for those working from home, and superfast 250MB fibre optic broadband.

Recognised as a FTSE4Good business, Grainger also takes a leading approach to sustainability, specifically Environmental and Social issues (ESG) and has an ambitious target to be net zero carbon in the operations of its buildings by 2030, to have a diverse and inclusive workforce and to make a positive social impact in locations where it invests and operates.