At a Glance
- Tasks: Manage resident services and enhance community engagement across properties in the North East.
- Company: Join Ocasa Homes, a forward-thinking property management company redefining residential living.
- Benefits: Enjoy 25 days annual leave, private healthcare, and your birthday off!
- Other info: Flexible part-time hours with travel across Durham, Sunderland, and Stockton-on-Tees.
- Why this job: Make a real difference 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. Travel required between Durham, Sunderland and Stockton-on-Tees.
Contract: Permanent, part-time. Working Pattern: See additional information.
Direct reports: N/A. Reporting to: Senior Regional 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 our North East region (Durham, Sunderland and Stockton-on-Tees).
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. 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
- Private healthcare via Bupa (taxable benefit)
- Commitment to your learning and development
- Employee wellness resources and events
- Employee Assistance Programme
- Regular team building events
Our Values
- Considered - 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.
- Principled - We believe in doing the right thing, and we hold our principles closely in everything that we do.
- Empathetic - 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 3 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 license 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 Ocasa Homes 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
Part-Time Resident Services Manager (North East Region) - 3 days per week employer: Ocasahomes
Ocasa Homes is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where your contributions directly enhance resident experiences. With benefits like enhanced pension plans, private healthcare, and a commitment to learning and development, you will thrive in a role that not only values your input but also fosters community engagement across the beautiful North East region. Join us in redefining property management while enjoying a flexible part-time schedule that allows for a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Part-Time Resident Services Manager (North East Region) - 3 days per week
✨Tip Number 1
Get to know the company! Research Ocasa Homes and understand their values and mission. This will help you tailor your conversations during interviews 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 local events related to property management. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your past experiences align with the role of Resident Services Manager. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you fresh in their minds!
We think you need these skills to ace Part-Time Resident Services Manager (North East Region) - 3 days per week
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 any relevant skills that align with our values at Ocasa Homes.
Showcase Your Passion:We love candidates who are genuinely passionate about delivering exceptional customer experiences. Share specific examples of how you've gone above and beyond in previous roles to enhance resident satisfaction or community engagement.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where necessary to make your achievements stand out, and ensure your communication reflects the excellent interpersonal skills we value.
Apply Through Our Website:We encourage you to apply directly through our website. This way, you can ensure your application reaches us quickly and you’ll have access to all the latest updates about the role and our company.
How to prepare for a job interview at Ocasahomes
✨Know Your Stuff
Before the interview, make sure you understand Ocasa Homes' mission and values. Familiarise yourself with their approach to property management and community engagement. This will help you demonstrate your alignment with their goals and show that you're genuinely interested in the role.
✨Showcase Your Experience
Prepare specific examples from your past roles that highlight your customer service skills and experience in property management or hospitality. Be ready to discuss how you've successfully driven occupancy rates or improved resident satisfaction in previous positions.
✨Ask Thoughtful Questions
Interviews are a two-way street! Prepare some insightful questions about the role, team dynamics, and community initiatives at Ocasa. This not only shows your enthusiasm but also helps you gauge if the company culture is the right fit for you.
✨Be Yourself
Ocasa values empathy and authenticity, so don’t be afraid to let your personality shine through. Share your passion for creating exceptional resident experiences and how you embody the company's values in your work. A genuine connection can make all the difference!
