Resident Services Manager - York Hse, Wembley Business Operations · York Hse

Purpose of the Role
To provide on-site property management services to a build-to-rent development. Responsible for the delivery of a first‑class customer experience alongside the team that manages all front‑of‑house services including administration, compliance, events, liaising with residents, visitors and the wider local community. Building effective relationships with residents enhances community spirit, and everything we deliver is done with residents at the forefront of our minds. As the Resident Services Assistant, you will be responsible for driving exceptional service at all times.

Key Responsibilities

• Provide support to the General Manager in running the building.
• Line‑manage the Resident Services Assistant and other staff as appropriate.
• Act as the first point of contact for residents, delivering first‑class customer service to residents and visitors.
• Quality control amenity spaces and apartments, ensuring they are well presented at all times.
• Organise and host monthly residents’ events and initiatives to enhance the community feel of the scheme.
• Engage with residents and facilitate resident‑led events, as well as quarterly meet‑and‑greet sessions.
• Manage amenity space hiring.
• Respond to rental enquiries, schedule and conduct scheme tours/viewings and agree offers.
• Complete applicant vetting in line with Savills procedures.
• Ensure marketing portals remain up to date at all times.
• Organise and run tenant services via third parties and in‑house providers.
• Maintain up‑to‑date resident communication through various channels, including social media.
• Seek special offers and discounts for residents from local businesses.
• Create a community feel through communication, events and innovations.
• Act as the first point of call for residents to report maintenance issues.
• Co‑ordinate all contractor appointments, both third‑party and in‑house, including defect warranty repairs and logging issues to meet required service levels.
• Organise minor works between tenancies to maintain first‑class presentation of apartments.
• Complete check‑in and check‑out reports and determine deposit returns.
• Carry out mid‑term inspections.
• Chase arrears and report on them.
• Work alongside the Resident Services Manager to ensure health & safety statutory requirements are met across the development.
• Carry out other duties as reasonably required from time to time.

Line Management (where applicable)

• Set clear objectives in line with business strategy and measure and manage performance against these.
• Conduct regular 1:1 meetings, hold team meetings and complete probationary, interim and annual appraisals as per company guidance.
• Provide equal opportunities to team members via allocation of opportunities (client exposure, project work, coaching and training) in line with promotion, succession and talent processes and our D&I strategy.
• Adhere to all company processes in people management and role‑model professional behaviours at all times, ensuring an inclusive workplace with zero tolerance of discrimination.
• Ensure recruitment is completed professionally and in line with team/divisional/company goals, thinking strategically about future needs and in line with D&I objectives.

Skills, Knowledge and Experience

• Strong customer service ethic/background.
• Positive, can‑do attitude.
• Common sense approach.
• Ability to think on feet and make considered decisions.
• Outgoing, warm and friendly personality.
• Organised, meticulous, tenacious.
• Excellent written and spoken etiquette.
• IT literate and social media savvy.
• Experience in undertaking viewings would be an advantage.

Working Hours
5 days over 7 on a rota basis and shift patterns. £35k + 10% discretionary bonus. Please see our Benefits Booklet for more information.