Resident Services Manager (North East Region)

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
• 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

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.

• 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 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 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.