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- Tasks: Manage resident services, drive community engagement, and ensure operational excellence across properties.
- Company: Ocasa Homes is revolutionising property management in the UK with a focus on resident experience.
- Benefits: Enhanced pension, 25 days annual leave, and opportunities for professional growth.
- Other info: Join a dynamic team with a passion for exceptional service and community building.
- Why this job: Shape vibrant communities and make a real difference in residents' lives.
- Qualifications: Experience in customer-facing management roles and strong communication skills required.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Location: North East England, UK
Contract: Permanent, full-time. Working Pattern: See additional information
Direct reports: N/A
Reporting to: Senior Building Operations Manager
Company Overview
Ocasa Homes 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.
- Portfolio Mobilisation & Strategic Support: 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.
- Cross‑Portfolio Flexibility: 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.
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‑demands 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
Resident Services Manager (North East Region) in Bath employer: Ocasahomes
Contact Detail:
Ocasahomes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Services Manager (North East Region) in Bath
✨Tip Number 1
Get to know the company inside out! Research Ocasa Homes and understand their values, mission, 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 can be a game-changer in landing that Resident Services Manager role.
✨Tip Number 3
Prepare for the interview by practising common questions related to property management and customer service. Think about your past experiences and how they align with the responsibilities of the role. We want you to shine when it’s your turn to impress!
✨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 position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Resident Services Manager (North East Region) in Bath
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Resident Services Manager role. Highlight your customer-facing management experience and any relevant achievements in property management or hospitality.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about enhancing resident experiences. Share specific examples of how you've successfully engaged with residents or improved service delivery in previous roles.
Showcase Your Tech Savvy: Since we're all about using technology to improve our services, mention any digital platforms or systems you’re familiar with. This will show us that you can adapt quickly and efficiently to our processes.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Ocasahomes
✨Know Your Stuff
Before the interview, dive deep into Ocasa Homes and their approach to property management. Understand their values and how they redefine resident experiences. This will help you align your answers with what they’re looking for.
✨Showcase Your Experience
Prepare specific examples from your past roles that highlight your customer-facing management skills. Think about times when you’ve driven occupancy or enhanced resident satisfaction, as these are key aspects of the Resident Services Manager role.
✨Be Data-Driven
Since the role involves providing data-informed feedback, be ready to discuss how you've used data in previous positions. Bring examples of how you’ve tracked performance metrics and made decisions based on that information.
✨Engage with Enthusiasm
Demonstrate your passion for community building and resident engagement during the interview. Share ideas for community initiatives you could implement and show that you genuinely care about enhancing the resident experience.