Night Resident Services Manager

Job Overview

The Resident Service Manager will work as part of a team responsible for the day‑to‑day operations and resident experience at a residential community.

• Lead by example, adopting company policies, procedures and values.
• Deliver exceptional customer service to all residents and guests.
• Constantly strive for continuous improvement.
• Take personal responsibility for understanding and following the company’s Health & Safety policies and practices.
• Handle confidential and sensitive information, dealing with issues and queries with utmost professionalism.

• Be the main point of contact, responsible for quality customer service for residents and guests, handling day‑to‑day matters in a prompt and professional manner, with occasional decision‑making and problem‑solving in the absence of supervision.
• Carry out security and maintenance inspections of vacant/pre‑let properties as required.
• Carry out light concierge duties such as parcel collection and key management when required.
• Respond to all enquiries from prospective residents and share details with the leasing team, occasionally arrange and conduct viewing tours as required.
• Run regular resident engagement events.
• Provide a bespoke resident experience based on the resident demographic.
• Assist with move in and move out and conduct building and apartment familiarisation for new residents.
• Review and report repair issues, providing residents with regular updates on progress.
• Arrange regular interim inspections of occupied apartments to check condition and identify early maintenance requirements (PPM).
• Carry out regular inspection of all common parts, reporting any defects.
• Actively speak to residents to gain feedback to ensure the scheme holds 5‑star reviews on Google ratings.

• Excellent verbal and written communication skills.
• Excellent IT and numeracy skills.
• Experience of working in a high‑end customer service establishment.
• Proven ability to handle confidential information and sensitive matters with professionalism.
• Practical application and working knowledge of Health and Safety requirements and legislation to mitigate risk.
• Ability to work under pressure with flexibility and control of own workload.
• Strong organisational skills.

Salary: £33,000 – £37,000 p.a. (DOE).

Working hours:

shifts, 4 on 4 off, 12‑hour shifts 20.00 – 08:00.