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- Tasks: Shape resident experiences and drive community engagement across our properties.
- Company: Join OcasaHomes, a forward-thinking property management company redefining residential living.
- Benefits: Enjoy 25 days annual leave, enhanced pension, and your birthday off!
- Other info: Regular travel across the North East with opportunities for personal growth and team events.
- Why this job: Make a real impact in residents' lives while developing your career in a dynamic environment.
- Qualifications: Experience in customer-facing roles and a passion for exceptional service are essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: North East England, UK. Please note that this role will require regular travel between Durham, Sunderland, Stockton-on-Tees and Carlisle.
Contract: Permanent, full-time. Working Pattern: See additional information.
Company Overview
OcasaHomes is not your typical property management company - we're redefining how residential properties are managed in the UK. Established to oversee a private investment fund's residential portfolio, we focus on delivering exceptional experiences to residents living in our high-quality, yet affordable homes.
Role Overview
The Resident Services Manager plays a pivotal role in shaping the resident experience across our Ocasa communities. This position is instrumental in driving service excellence, fostering community engagement, and ensuring operational standards are consistently met. Supporting this function, the Resident Services Manager will take a proactive role in resident acquisition through property viewings, upholding asset integrity via regular building inspections, and enhancing resident satisfaction by coordinating community initiatives and providing responsive, high-quality support. This role will look after our buildings within the whole North East region (Durham, Sunderland, Stockton-on-Tees and Carlisle).
Key Responsibilities
- Occupancy & Performance Management: Lead and oversee property viewings, working to individual and team KPIs to drive occupancy and conversion. Provide regular, data-informed feedback to management regarding property condition and pricing to support strategic decision-making.
- Operational Oversight & Compliance: Ensure the completion of regular portfolio inspections to maintain safety, cleanliness, and presentation standards. Maintain accurate records and ensure compliance with health and safety protocols. Oversee the secure management and auditing of all property keys. Work with the Facilities Management team and in particular the compliance manager to provide on-site support in relation to day to day compliance related activity.
- Maintenance & Service Coordination: Act as the key liaison with the maintenance helpdesk, ensuring timely resolution of repairs and high-quality outcomes through inspections and spot checks. Maintain clear communication with residents throughout the process.
- Issue Escalation & Risk Management: Proactively identify and elevate community or operational issues to the appropriate senior stakeholders and management.
- Resident Engagement & Community Building: Foster strong, positive relationships with residents across your region, embodying Ocasa’s values in every interaction. Lead the planning and delivery of approved community events that enhance resident satisfaction and align with budgetary guidelines. Support the relevant departments in the mobilisation of new assets, ensuring a seamless resident experience from day one. Provide strategic input and administrative support on departmental projects and initiatives.
- Standards & Brand Representation: Champion Ocasa’s leasing walk and brand standards across all sites. Monitor adherence and report deviations to central teams for resolution. Coordinate and lead open days, with or without external support, in collaboration with tenancy management teams.
- Third-Party Coordination & Legal Support: Facilitate access for third-party contractors and support the servicing of legal notices and consultation events as required. Provide leadership and operational cover across other buildings and regions during peak periods, holidays, or as business needs dictate.
- Supporting the centralised functions: Support other areas of the business, such as Lettings during peak times. Any other duties as reasonably required to ensure a successful move in is achieved.
Experience & Qualifications
- Proven experience in a customer-facing management role within the residential property, hospitality, or flexible workspace sectors, with a strong track record of delivering outstanding service in high-demand environments.
- Solid understanding of the residential rental market, including key operational requirements such as health and safety compliance, property inspections, and resident engagement.
- Demonstrated success in target-driven roles, with the ability to meet and exceed performance metrics related to occupancy, service delivery, or operational efficiency.
- Technologically confident, with proficiency in Microsoft Office and the ability to quickly adapt to multiple business systems and digital platforms.
- Excellent interpersonal and communication skills, with a natural ability to build rapport and trust with prospective and existing residents.
- Highly organised and detail-oriented, with strong administrative capabilities and a disciplined approach to following processes, policies, and maintaining accurate records.
- A genuine passion for delivering exceptional customer experiences, with a proactive and solution-focused mindset.
Company Benefits
- Enhanced Pension
- 25 days annual leave, plus UK bank holidays
- Your birthday off
- Time off to move home
- Life assurance
- Group Income Protection
- Commitment to your learning and development
- Employee wellness resources and events
- Employee Assistance Programme
- Regular team building events
Our Values
We have built a business to be proud of and our values are key to our ongoing growth. As well as showcasing your relevant skills and experience, we would like candidates who are interested in joining us to demonstrate how they incorporate our values in their ways of working. We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others. We believe in doing the right thing, and we hold our principles closely in everything that we do. Empathy is key to creating a culture that’s open, supportive, and kind. Whether it’s working with colleagues, residents, or external parties, we treat everyone with empathy. Knowledgeable We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do.
Additional Information
Work patterns: Shifts will range from 8:00-18:00, with 5 out of 7 days being worked, with at least 1 Saturday per month. Bank holidays will also be worked to a rota pattern. Regular travel is required across the portfolio, travel expenses can be reimbursed in line with the expenses policy. Travel may include overnight stays. A valid UK driving licence is required for this role. The successful candidate must, by the start of the employment, have permission to work in the UK. We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK, employment referencing, DBS check, and depending on the role, further checks may need to be conducted. We know that to be truly innovative, we need to have a diverse team. That is why OcasaHomes is committed to creating an inclusive environment and is proud to be an equal opportunities employer. We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you: recruitment@ocasahomes.co.uk
Resident Services Manager in Newcastle upon Tyne employer: Ocasa Homes
Contact Detail:
Ocasa Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Services Manager in Newcastle upon Tyne
✨Tip Number 1
Get to know the company inside out! Research OcasaHomes, their values, and what makes them tick. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to property management. Think about how you can demonstrate your experience in customer service and community engagement – that's what they’re really looking for!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit for OcasaHomes.
We think you need these skills to ace Resident Services Manager in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Resident Services Manager role. Highlight your experience in customer-facing management and how it aligns with our values at OcasaHomes.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past roles that show how you’ve delivered outstanding service and driven occupancy in high-demand environments.
Be Personable: Remember, we’re looking for someone who can build strong relationships with residents. Let your personality shine through in your application – we want to see your passion for creating exceptional experiences!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at Ocasa Homes
✨Know the Company Inside Out
Before your interview, take some time to research OcasaHomes. Understand their values, mission, and what sets them apart in the property management sector. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Resident Services Manager, your ability to deliver exceptional customer experiences is crucial. Prepare examples from your past roles where you've gone above and beyond for residents or clients. Highlight your problem-solving skills and how you’ve handled challenging situations.
✨Demonstrate Your Organisational Skills
This role requires strong organisational abilities, especially when managing multiple properties. Be ready to discuss how you prioritise tasks, manage your time, and keep accurate records. You might even want to bring a sample of your organisational tools or methods to share during the interview.
✨Prepare Questions That Matter
Interviews are a two-way street, so come prepared with thoughtful questions about the role and the company. Ask about their community initiatives, how they measure resident satisfaction, or what success looks like for the Resident Services Manager. This shows you're engaged and thinking critically about how you can contribute.