Senior Resident Manager

Senior Resident Manager

The Senior Resident Manager reports to the Neighbourhood Manager. The role is responsible for ensuring high standards of customer service are delivered at all times and drives an excellent resident experience. The role leads and manages the neighbourhood team to ensure smooth daily operations are delivered in an efficient and effective manner, coaching and supporting Relationship Managers in handling resident issues.

• Support the Neighbourhood Manager in ensuring an exemplary experience is delivered to all residents at every stage of the resident journey, from move-in to move-out, including pre-viewing home checks, follow-up leads, and move-in/move-out trackers.
• Engage with residents at key stages (e.g. 30/60/90 days after move-in), building rapport and proactively resolving issues before they are reported.
• Lead by example in driving customer/resident satisfaction across all platforms (Zendesk, Google, Homeviews) and champion the neighbourhood team to do the same.
• Seek ways to improve, change, and explore opportunities to raise expectations and standards.
• Inspire the neighbourhood team to achieve KPIs, aiming for the highest quality standard of homes and meeting or exceeding turnaround times.
• Ensure Get Living brand standards and Property Mark best practice are followed.
• Deliver key performance indicators, including customer service feedback, occupancy, rent arrears, renewals, outstanding work orders, inspections, statutory compliance, and deposit returns.
• Support the Neighbourhood Manager with day-to-day tasks and deputise in their absence.
• Lead and manage Resident Managers, acting as coach and mentor to build and improve performance.
• Provide new starter inductions, lead daily team huddles and meetings, and complete regular one-to-ones with team members.
• Build relationships with Estate Management teams to resolve any Estate Management issues smoothly.
• Continuously develop positive and proactive relationships across the neighbourhood teams.
• Participate in relevant learning and development opportunities to keep knowledge updated.
• Act as resident advocate in delivering the resident experience, ensuring the face-to-face experience is welcoming within the office environment.
• Attend resident events, manage the booking of amenity space, and organise marketing posters around the estate.
• Conduct regular quality audits to assess and evaluate the performance of the Neighbourhood team.
• Top up PAYG electricity meters for vacant properties.
• Oversee compliance, ensuring the team adheres to relevant legislation, health & safety, attend H&S meetings, and conduct midterm inspections.
• Apply and execute all checks required for HMO licences, accompany enforcement officer visits, and report communal/realm issues to Estate Management daily.
• Contact residents on behalf of Estate Management regarding breaches, attend court hearings, and liaise with bailiffs and police for physical attendance at eviction day.
• Approve purchase orders, organise rotas and coordinate out-of-hours security cover.
• Ensure the effective use of IT systems and software to benefit residents and teams.

• ARLA or equivalent property qualification where possible.
• Experience in leadership or team management.
• Strong customer service experience.
• Medium to advanced computer skills, including Microsoft Office applications (Excel, Word, etc.) and good industry-related systems knowledge e.g. Yardi and Rent Cafe.
• Excellent interpersonal, written and verbal communication skills.
• Ability to engage confidently with a variety of people at all levels – residents, management, external providers.
• Self‑motivated and proactive.
• Problem solver and solution-driven.
• Adaptable and resilient, able to handle pressure and peak periods.
• Excellent attention to detail and an organised approach to prioritising tasks.

Get Living is committed to leading and promoting ESG initiatives and identifying ways to improve sustainability goals.