Senior Resident Services Associate in London

Build Your Future with Colby River. At Colby River, we are shaping the landscape of UK real estate. With expertise across Investment Management, Development Management and Property Management, we take a strategic, long-term approach to investing in, developing and operating high-quality residential communities across the UK. We operate across key living sectors including Multi-Family Living, Single Family Housing (SFH) and Purpose-Built Student Accommodation (PBSA). By combining deep market insight with disciplined operational delivery, we create sustainable value for our investors and exceptional experiences for our residents.

About the Role: We are pleased to offer an opportunity to join Colby River as a Senior Resident Services Associate at our Botanica building in Manchester. This role is a key position within the on-site team, supporting the Resident Services Manager in delivering an exceptional resident experience and ensuring the smooth day-to-day operation of the building. As one of the primary points of contact for residents and guests, you will lead by example in customer service standards, while supporting team coordination, operational delivery, and compliance. This is a varied and hands-on role, combining resident engagement, leasing support, and building management responsibilities, with an opportunity to develop into a more senior management position.

Working Pattern: 40 hours per week working 5 days in 7 on a rota.

Key Responsibilities:

• Customer Service & Resident Engagement: Deliver a consistently high level of customer service and professionalism. Act as a key point of contact for resident and guest enquiries, resolving or escalating as appropriate. Proactively gather and respond to resident feedback, driving continuous improvement. Create a strong community feel through communication, events, and engagement initiatives. Support and deliver resident events, open days, and third-party services. Coordinate resident communications across multiple channels, including portals and social media.
• Team Support & Operations: Support the Resident Services Manager in the day-to-day running of the team. Assist with coordinating team schedules and shift patterns. Provide guidance and support to team members, including training on internal systems. Cover shifts and provide operational support as required.
• Leasing & Tenancy Management: Conduct viewings and support leasing activity. Assist in qualifying prospective residents and managing enquiries. Ensure all applicants provide required documentation, including Right to Rent and KYC checks. Coordinate move-ins, including inventories, meter readings, and key handovers. Conduct mid-term and move-out inspections and manage inventory updates. Support credit control processes, including rent and parking charge collection.
• Building Operations, Maintenance & Compliance: Log and monitor maintenance issues, ensuring timely resolution. Liaise with contractors and internal teams to prioritise and close repairs. Conduct regular building inspections and security walks. Ensure health & safety compliance, including system testing and reporting. Maintain building security and ensure a safe living environment. Record contractor visits, maintain logs, and issue permits to work. Ensure communal areas are clean, safe, and well maintained.
• Administration & Reporting: Manage post and parcel handling. Maintain accurate records across all systems and processes. Update resident portals and communications. Ensure all enquiries and issues are handled in line with service level agreements. Support reporting, audits, and continuous improvement initiatives.

About You: We are looking for a confident, proactive, and highly organised individual with strong experience in a resident-facing or property management role. You will be passionate about delivering exceptional customer service and capable of supporting both residents and team members in a fast-paced, service-driven environment. You will bring excellent communication and interpersonal skills, with the ability to handle challenging situations professionally and make sound decisions under pressure. A natural team player, you will also be comfortable taking ownership, using initiative, and supporting the development of others. You will be adaptable, solutions-focused, and driven to continuously improve processes, resident experience, and operational performance. This role is ideal for someone looking to take the next step in their career and develop into a more senior management position.

Desirable:

• Relevant industry qualification (e.g. ARLA, IRPM) or willingness to work towards.
• Knowledge of Tenancy Deposit Scheme regulations.
• Experience supporting or mentoring team members.
• Understanding of building operations, health & safety, and compliance processes.
• Experience within Build-to-Rent (BTR) or similar residential environments.

Essential:

• Proven experience in residential lettings, property management, or a similar customer-facing role.
• Strong knowledge of tenancy processes, including Right to Rent and compliance requirements.
• Excellent communication and customer service skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Ability to remain calm under pressure and handle escalations effectively.
• IT literate, with experience using Microsoft Office and property management systems.
• Ability to work independently and as part of a team.

What We Offer: £31,920 basic salary. Employer matched pension scheme. Life Insurance. Generous annual leave entitlement, with the option to buy more. Cycle to Work scheme. Retail, leisure and lifestyle discounts. Employee wellbeing support.

Why Colby River? Colby River combines disciplined investment with operational expertise and a commitment to quality at every stage of the asset lifecycle. Joining us means being part of a business with clear direction and strong governance where your contribution, whether operational or strategic, plays a vital role in our continued growth.