Regional Resident Services Manager

Regional Resident Services Manager

Location:

Multiple sites across North London
Full time - Monday to Friday 35.5 hours

We are seeking an experienced Regional Resident Services Manager to lead operations across a portfolio of high-quality residential rental communities. This is an exciting opportunity for a motivated people leader with strong operational, customer experience and compliance management skills.

As a key member of the Resident Services leadership team, you will build high performing site teams, drive service excellence, and ensure your regional cluster delivers strong operational, financial and customer outcomes.

• Leadership & Team Development
• Lead and develop Resident Services teams across multiple sites, fostering a high-performance culture.
• Conduct regular performance reviews and support career development plans.
• Drive collaborative working practices and champion a positive organisational culture.
• Support recruitment, onboarding and training within the region.

• Deliver regional income targets and proactively manage expenditure.
• Analyse performance metrics to optimise rental performance.
• Support budget setting, financial reporting and business case preparation for capital investment.
• Ensure procurement and supplier management policies are followed.

• Oversee building compliance, health & safety, fire safety and statutory requirements across the portfolio.
• Conduct regular building inspections and elevate issues as needed.
• Support the effective management of damp, mould and condensation cases.
• Work closely with Facilities Management teams to ensure safe, well-maintained buildings.

• Guide onsite teams to deliver outstanding resident service standards.
• Lead on escalated complaints, customer recovery and service improvements.
• Use customer feedback and survey results to inform local service strategies.
• Support community events, resident engagement and tenancy-related matters.

• Ensure teams follow operating procedures and data governance standards.
• Use operational metrics to manage workload, risks and priorities.
• Drive continuous improvement initiatives and contribute to policy development.
• Conduct regular audits, ensure effective void management and support mobilisation of new schemes.

• Prepare regional reports, KPI analysis and updates for senior leadership.
• Monitor site performance and guide managers on improvement actions.
• Ensure compliance management systems and reporting tools are used effectively.

• Participate in the out-of-hours escalation rota.
• Lead or contribute to cross-regional projects.
• Travel regularly between sites.
• Provide cover for site and senior managers when required.

• Experience in residential property management, hospitality operations or a similar multi-site role.
• Strong leadership ability with experience managing and developing teams.
• Knowledge of operational, financial and compliance management in a customer-focused environment.
• Highly organised, commercially aware and comfortable making decisions in complex situations.
• Excellent communicator with strong stakeholder management skills.
• Proficient in Microsoft Office and able to use property management/CRM systems.
• A proactive mindset, focused on continuous improvement and operational excellence.