Resident Services Manager
North West London
Up to £40,000
The Resident Services Manager (RSM) is pivotal in delivering exceptional service to both current and prospective residents, ensuring a seamless and elevated living experience. The role involves maintaining high service standards, fostering a sense of community, ensuring safety and security, and managing operational aspects of the development. Reporting to the General Manager, the RSM acts as a key liaison between residents and management, proactively addressing issues and enhancing resident satisfaction.
Key Responsibilities:
1. Customer Service Excellence:
o Welcome residents and visitors with first-class service and manage the front desk to high standards.
o Respond promptly to inbound inquiries via phone, email, or in person.
2. Property Operations & Maintenance:
o Oversee post, parcel management, and key tracking systems.
o Log and coordinate maintenance requests, ensuring timely resolutions.
o Conduct regular building inspections, addressing health, safety, and security concerns.
3. Community Engagement:
o Organize and execute resident events to foster community spirit.
o Serve as the main point of contact for resident queries, building rapport and trust.
4. Administration & Compliance:
o Support with tenant documentation, including inventories, check-ins, inspections, and deposit management.
o Update utility providers and handle council tax changes for new and vacating tenants.
o Assist in ensuring compliance documentation is up to date.
5. Team Support & Leadership:
o Mentor Resident Services Assistants and ensure smooth collaboration across teams.
o Support the Lettings Manager and cover responsibilities during leave periods.
Skills & Experience:
* Proven interpersonal and communication skills with a customer-first approach.
* Proactive, detail-oriented, and able to handle multiple tasks efficiently.
* Previous experience in property management or lettings (ARLA qualification advantageous).
* Strong organizational and problem-solving abilities.
* Proficient in Microsoft Office, with knowledge of compliance and operations processes.
* Flexible, cooperative, and a team-oriented mindset.
Working Hours:
* Rotating shifts: 7:00 AM - 7:00 PM, 9 hours per day, Monday to Sunday (5 over 7).
This role offers the opportunity to make a tangible impact on residents' lives while shaping the culture and success of a premium co-living community.
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