Resident Services Assistant

Job Title

Resident Services Assistant (RSA)

Community Manager

Our client is a growing Build to Rent (BtR) property management business, delivering high-quality rental homes and placing resident experience at the heart of everything they do. Their approach is service-led, community-focused, and centred around creating places residents are proud to call home.

The business operates purpose-built, professionally managed residential communities across the UK, offering flexible living solutions supported by welcoming, on-site teams. Their ambition is to be recognised as a leading specialist operator within the Build to Rent sector.

The Resident Services Assistant will take ownership of assigned tasks with a proactive, people-first approach. Working closely with the Community Manager and wider operational teams, the RSA will support the day-to-day performance of the site, helping to achieve key objectives including leasing targets, resident satisfaction, health & safety compliance, and overall presentation standards.

This is a front-facing role requiring strong customer service skills, confidence in resident interaction, and an organised approach to administration and site operations.

• Act as the first point of contact for residents, visitors and contractors
• Support apartment viewings and assist with leasing activity using agreed sales processes
• Manage deliveries, parcels and registered mail in line with company procedures
• Coordinate contractor access and service visits
• Complete daily and weekly operational tasks as agreed with the Community Manager
• Maintain excellent standards across reception and communal areas

• Deliver a warm, professional and responsive service at all times
• Manage resident enquiries via phone, email and in person
• Record, monitor and respond to resident feedback and service requests
• Support resident engagement initiatives and community-building activities
• Encourage positive online reviews and resident advocacy
• Act as a knowledgeable point of contact for local area information

• Support marketing and leasing initiatives on site
• Assist with social media content aligned to brand guidelines
• Help plan and deliver resident and community events
• Monitor competitor activity and support reporting where required

• Assist with vacant apartment turnarounds
• Ensure health & safety procedures are followed and risks are reported
• Support emergency procedures when required
• Promote a safe and secure environment for residents, staff and visitors

Essential:

• Experience in a customer-facing role (BtR, PBSA, hospitality or similar)
• Strong communication skills, both written and verbal
• Confident IT skills including Microsoft Office
• Organised, proactive and able to manage multiple priorities

Desirable:

• Experience in Build to Rent or residential property
• Exposure to leasing, sales or facilities management
• Knowledge of basic health & safety principles
• Social media familiarity

• Professional, friendly and approachable
• Customer-focused with a positive attitude
• Resilient, adaptable and confident under pressure
• Strong attention to detail
• Able to work independently and as part of a team
• Flexible to work shifts on a rota basis