Senior Resident Services Associate

Be the on-site heart of Botanica Manchester: lead resident care, events, leasing support and building operations to create a warm, safe, and thriving community. At Colby River, we are shaping the landscape of UK real estate. We take a strategic, long-term approach to investing in, developing and operating high-quality residential communities across the UK.

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

• 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

• Relevant industry qualification (e.g. ARLA, IRPM) or willingness to work towards it
• 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
• 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.