Resident Manager

Job Title: Resident Manager

Reports to: Neighborhood Manager

Location: Leatherhead

Contract:

• Full-time, fixed term for 12 months
• 40 hours per week
• Monday to Friday, 9am to 6pm
• Alternate Saturdays, 8am to 8pm (on a rota)

Overall Purpose:

The Resident Manager is the primary customer-facing representative, responsible for ensuring a positive and seamless resident living experience. Working closely with the team, the role involves maintaining high occupancy rates and ensuring properties are prepared to a high standard for viewings.

Key Relationships:

• Internal: Resident Manager, wider team, business support functions
• External: Residents, prospective customers, property management companies, third-party suppliers

Key Responsibilities & Accountabilities:

• Conduct viewings arranged by the Customer Hub/Site Team and manage the reservation process to ensure optimal occupancy.
• Communicate effectively with tenants, residents, visitors, colleagues, couriers, and contractors.
• Ensure an excellent experience for residents from inquiry through to move-in and long-term tenancy.
• Continuously seek ways to improve services and raise standards.
• Drive customer/resident satisfaction across platforms (e.g., Zendesk, Google, Homeviews, Hubspot).
• Achieve budgeted targets for occupancy, pricing, revenue, and Net Promoter Scores.
• Complete check-in and check-out reports using Inventory Base.
• Inspect occupied and vacant properties to ensure maintenance standards are met, reporting any issues.
• Manage the move-out process, including deposit release through the TDS Custodial scheme.
• Accurately report activities in line with company processes and policies.
• Ensure precise data entry in Yardi.
• Participate in planning and attending resident events.
• Support the office by handling phones, lobby spaces, and parcel management, as well as covering other Resident Manager roles during holidays.
• Assist team members with ad hoc tasks.
• Manage utility bills for vacant units and update utility companies on tenancy changes.
• Oversee parcel and postal deliveries, ensuring compliance with procedures.

Qualifications & Experience:

• ARLA or equivalent property qualification (Level 3 essential, Level 4 desirable).
• Proven experience in delivering excellent customer service within lettings or property management.
• Strong computer skills, particularly with Microsoft Office and industry-related systems like Yardi, RentCafe, and Hubspot.

Key Skills & Competencies:

• Proven customer service skills.
• Experience with viewings and leasing (desirable).
• Strong interpersonal skills and confidence in engaging with various stakeholders.
• Problem-solving mindset, solutions-focused.
• Adaptable, resilient, and able to manage peak periods.
• High attention to detail with excellent organisational and time management skills.
• Strong written and verbal communication skills.
• Self-motivated and proactive.