Job Title: Resident Manager Reports to: Neighborhood Manager Location: Leatherhead Contract: Full-time, fixed term for 12 months 40 hours per week Monday to Friday, 9am to 6pm Alternate Saturdays, 8am to 8pm (on a rota) Overall Purpose: The Resident Manager is the primary customer-facing representative, responsible for ensuring a positive and seamless resident living experience. Working closely with the team, the role involves maintaining high occupancy rates and ensuring properties are prepared to a high standard for viewings. Key Relationships: Internal: Resident Manager, wider team, business support functions External: Residents, prospective customers, property management companies, third-party suppliers Key Responsibilities & Accountabilities: Conduct viewings arranged by the Customer Hub/Site Team and manage the reservation process to ensure optimal occupancy. Communicate effectively with tenants, residents, visitors, colleagues, couriers, and contractors. Ensure an excellent experience for residents from inquiry through to move-in and long-term tenancy. Continuously seek ways to improve services and raise standards. Drive customer/resident satisfaction across platforms (e.g., Zendesk, Google, Homeviews, Hubspot). Achieve budgeted targets for occupancy, pricing, revenue, and Net Promoter Scores. Complete check-in and check-out reports using Inventory Base. Inspect occupied and vacant properties to ensure maintenance standards are met, reporting any issues. Manage the move-out process, including deposit release through the TDS Custodial scheme. Accurately report activities in line with company processes and policies. Ensure precise data entry in Yardi. Participate in planning and attending resident events. Support the office by handling phones, lobby spaces, and parcel management, as well as covering other Resident Manager roles during holidays. Assist team members with ad hoc tasks. Manage utility bills for vacant units and update utility companies on tenancy changes. Oversee parcel and postal deliveries, ensuring compliance with procedures. Qualifications & Experience: ARLA or equivalent property qualification (Level 3 essential, Level 4 desirable). Proven experience in delivering excellent customer service within lettings or property management. Strong computer skills, particularly with Microsoft Office and industry-related systems like Yardi, RentCafe, and Hubspot. Key Skills & Competencies: Proven customer service skills. Experience with viewings and leasing (desirable). Strong interpersonal skills and confidence in engaging with various stakeholders. Problem-solving mindset, solutions-focused. Adaptable, resilient, and able to manage peak periods. High attention to detail with excellent organisational and time management skills. Strong written and verbal communication skills. Self-motivated and proactive.