Regional Resident Services Manager in London

Regional Resident Services Manager – Build To Rent

Location: Multiple sites across London

Hours: Full time | Monday–Friday | 35.5 hours per week

We’re looking for an experienced Regional Resident Services Manager to lead operations across a portfolio of high-quality residential rental communities in London.

This is a senior, hands-on role for a confident people leader who thrives in a multi-site environment and brings strong expertise across operations, customer experience, compliance, and commercial performance. You’ll play a key role in shaping service delivery, building high-performing teams, and ensuring outstanding outcomes for residents and the business alike.

The Role

As part of the Resident Services leadership team, you’ll take full regional responsibility for operational performance, resident satisfaction, and team development across your sites. You’ll work closely with central teams and onsite managers to deliver safe, well-managed buildings and an exceptional resident experience.

Key Responsibilities

Leadership & Team Development

• Lead, inspire and develop Resident Services teams across multiple sites
• Create a high-performance, customer-focused culture
• Conduct performance reviews and support career development
• Support recruitment, onboarding and training across the region

Financial & Commercial Management

• Deliver regional income targets and control operational spend
• Analyse performance data to optimise rental performance
• Support budgeting, forecasting and financial reporting
• Ensure effective procurement and supplier management

Property, Safety & Compliance

• Oversee health & safety, fire safety and statutory compliance
• Carry out regular building inspections and escalate risks appropriately
• Support the management of damp, mould and condensation cases
• Work closely with Facilities Management teams to maintain safe, high-quality buildings

Resident Experience

• Set and embed exceptional resident service standards
• Lead on escalated complaints and customer recovery
• Use resident feedback and survey insights to drive service improvements
• Support resident engagement initiatives and community events

Operational Excellence

• Ensure operating procedures and data governance standards are followed
• Use operational metrics to manage risk, workload and performance
• Drive continuous improvement and contribute to policy development
• Oversee void management, audits and mobilisation of new schemes

Reporting & Performance

• Produce regional reports, KPI analysis and updates for senior leadership
• Monitor site performance and support managers with improvement plans
• Ensure compliance and reporting systems are used effectively

Additional Requirements

• Participate in the out-of-hours escalation rota
• Contribute to cross-regional projects
• Travel regularly between sites
• Provide cover for site and senior managers when required

Skills, Experience & Attributes

• Proven experience in residential property management, hospitality or a similar multi-site role
• Strong people leadership skills with a track record of developing teams
• Solid understanding of operational, financial and compliance management
• Commercially astute, highly organised and confident decision-maker
• Excellent communication and stakeholder management skills
• Comfortable using Microsoft Office and property management / CRM systems
• Proactive, improvement-focused mindset with high professional standards

Due to the volume of applications received, if you don’t hear back from us, please assume your application has been unsuccessful on this occasion.