Residence Manager

We are looking for an experienced and dynamic Residents Manager to lead the on-site team in delivering an exceptional living experience to residents and visitors for a stunning development in East London. This role involves overseeing concierge, security, and amenity teams, managing resident engagement, and supporting various operational and compliance functions on-site.

About the Role:

This role involves overseeing concierge, security, and amenity teams, managing resident engagement, and supporting various operational and compliance functions on-site.

Responsibilities:

• Resident Experience & Community Engagement
• Manage front-of-house services including concierge, security and maintenance teams.
• Take full ownership of the resident journey from move-in onwards, continuously seeking to enhance the customer experience.
• Implement strategies to improve resident engagement and foster a sense of community through events and initiatives.

Operational Management:

• Support all aspects of site mobilisation, working with internal stakeholders and third-party contractors.
• Ensure all mobilisation tasks are recorded, completed efficiently, and contribute to a smooth resident onboarding experience.
• Act as a key liaison between stakeholders to maintain strong communication and service standards.

Risk, Health & Safety Compliance:

• Take ownership of risk management routines using in-house systems.
• Conduct or oversee routine risk assessments and ensure compliance with health and safety standards.
• Monitor and supervise on-site contractors and respond to emergency queries, including out-of-hours coordination when necessary.
• Ensure 100% compliance with statutory health and safety requirements in partnership with the Maintenance team.
• Oversee contract management routines including tendering, implementation, and ongoing evaluation to ensure value for money.
• Assist with the preparation and reporting of the service charge budget.
• Maintain accurate contract schedules and ensure timely follow-up of action items.
• Recruit, manage, and support a high-performing on-site team.
• Deliver effective onboarding, training, and performance reviews, including 1-2-1s and annual appraisals.
• Manage team scheduling, holidays, sickness reporting, and payroll submissions.

General Site Management:

• Oversee soft services such as cleaning, landscaping, and general site presentation.
• Conduct regular site inspections and implement remedial action when necessary.
• Attend internal and external meetings (e.g., operations, client, and defects meetings).

Required Skills:

• Leadership: Proven experience managing customer service teams in a residential or hospitality environment.
• Customer-Centric: Passionate about delivering exceptional resident experiences and building strong community relationships.
• Detail-Oriented: Meticulous in operational delivery, risk compliance, and documentation.
• Proactive: Resourceful, solution-driven, and thrives in a fast-paced environment.
• Team Player: Supportive, collaborative, and skilled in motivating others.

Preferred Skills:

• Dynamic, flexible and eager to be involved in mobilisation projects.
• Strong understanding of health and safety standards and compliance.
• Familiarity with budget oversight and financial reporting.
• Excellent written and verbal communication skills.
• Willingness to be available for emergency response situations when needed.

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