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Residential Services Manager

Up to £36,500 (DOE)
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Residential Services Manager – Newcastle

This an extremely rare opportunity to manage one of the most exclusive residential buildings in the North East, which is owned and managed by an award-winning FTSE 250 property company!
As the Resident Services Manager you will play an integral part in the day to day life of the residents. Ideally you will have previous experience within Lettings and facilities management within the BTR or PBSA sectors.

Being the largest registered “landlord” in the country, this very successful but still growing business promote diversity within their organisation and are also doing all they can to create more diversity and inclusion within the property sector as a whole.

The below is a summary of the main duties….


  • Support the General Manager in the safe management of the operations of the relevant BTR sites
  • Responsible to lead, manage, and deliver the onsite resident operations in line with the organisations standards
  • Ensure that all Residents receive an excellent service and the asset delivers performance above target
  • Increase resident satisfaction with service delivery
  • Ensure the onsite team deliver high-quality resident service
  • Build good relationships with external partners
  • Manage and co-ordinate the customer services team and reception/parcel service, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person
  • Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service
  • Deliver all on-boarding materials such as handbooks, notices and general instructions
  • To lead on ensuring the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
  • Overall responsibility for ensuring properties are managed in a professional manner
  • To ensure the smooth running of the letting process from offer acceptance to move-in and settling of new tenants
  • Manage and coordinate the day to day running of cleaning and maintenance operatives
  • Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented by the staff and that targets are set and monitored
  • Meet & Greet residents and handle complaints to effective resolution
  • Organise regular events for residents, ensuring that events are marketed effectively through social media and other methods of communication
  • Management, development and support of direct reports, ensuring clear co-ordination between them and effective performance. This includes setting targets and monitoring team and individual goals, ensuring that staff appraisals take place and that individual training requirements are met
  • Recruit staff as required and provide induction and other training as required for the personal development of members of staff
  • Prepare and ensure the preparation of regular customer & building data
  • Prepare reports as required to report against KPI targets
  • Draft and manage the Resident Service budget, monitoring it regularly and ensuring expenditure is within target
  • Respond to out of hours emergency calls
  • Develop and maintain a smooth working relationship with relevant outside bodies


  • Significant experience in management of resident services, preferably within organisations providing market rent properties or hospitality
  • Ability to lead a successful team, with strong staff management skills
  • Strong experience in creating and designing events, including event themes
  • Track and record on the design and delivery of service improvement plans
  • Experience of setting and managing budgets
  • Industry Qualifications from NFOPP, IRPM, RICS , ARMA desirable
  • A good communicator with strong interpersonal skills
  • Ability to build relationships and work collectively with colleagues
  • Positive attitude and ability to work with little supervision
  • Continually strives to improve knowledge, skills and abilities to produce the best results
  • Possess the ability to compile accurate reports, competent in presenting data and performance against KPIs and taking swift actions to remedy any shortfalls

On offer

  • Up to £36,000 annual salary depending on experience
  • Group bonus scheme
  • Monday – Friday, 09:00 – 17:30
  • Occasional Saturday cover
  • 24 days annual leave plus bank holidays
  • Excellent pension scheme (Employer doubles employee contribution of up to 10%)
  • On site Mental Health First Aider
  • Medical, Travel and Life insurance
  • Childcare and Cycle to work schemes
  • Cash Back plan
  • Share schemes
  • + many more!!


Matthew Iles
Managing Consultant
07395 274 601
0330 058 1020

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The Ambitious Group

Knaresborough Technology Park,
Manse Lane, Knaresborough,
North Yorkshire, HG5 8LF
Incorporated in England and Wales under number 11070548
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