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Resident Service Manager

Resident Service Manager

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Build Recruitment

Resident Services Manager 

Housing Assoiation

Salary: £35,500 p/a

Hybrid / Remote (Liverpool)


  • Additional leave
  • Company events
  • Company pension
  • Cycle to work scheme
  • Free flu jabs
  • Free parking
  • Life insurance
  • On-site parking
  • Paid volunteer time
  • Private medical insurance
  • Sick pay
  • Work from home
  • Performance bonus

As a Resident Services Manager within the Resident Services Team, you will be a proactive and organised individual who will be able to carry out tasks through to a successful conclusion. You will be organised, efficient and able to work alone. The key focus will be to ensure our residents and their properties in the managed development are cared for and maintained to the highest possible standards, in line with budgets, service level agreements and regulatory requirements.

This will be an all-encompassing role of estates, property and tenancy management whilst delivering excellent customer service. An understanding and involvement of the planned and reactive maintenance process is required to be able to proactively assist in the coordination and successful completion of maintenance tasks to a high standard and within agreed time frames. The role will also be responsible for the support and mobilisation of new schemes and refreshed properties, liaising with construction/contractors in ensuring a smooth handover so that all quality issues are raised and managed through to completion.

Property Management:

  • Conducting physical viewings – sales focus to let units
  • Record virtual viewings of empty properties
  • Advising viewers of the lettings procedure with regards to their financial obligations and conduct during tenancy
  • Drafting and processing tenancy agreements via Docusign
  • Producing inventories and completing check-in’s and check-out’s with start and final meter readings and updating relevant utility companies and local authority for Council Tax
  • Take holding deposit payments to confirm reservation
  • To maintain the filing systems both electronically and manually
  • Updating and maintaining the Lettings CRM
  • Protect deposits at the commencement of a tenancy with DPS and negotiate any deposit amounts to be withheld and ensure residents pay final rental amount at the end of the tenancy
  • Demonstrate use of home to new resident
  • Arrange and complete inspections of let properties and report any breaches of tenancy / maintenance work required – conduct inspections twice per year (includes winter check)
  • Ensure resident/contractor/landlord compliance with statutory and contractual obligations are met
  • To implement an engagement strategy that includes resident communication and events as well as feedback and satisfaction levels
  • Support rent collection process
  • To act as the face for the development engaging with residents in a positive manner to ensure that the highest levels of customer care and service are maintained at all times
  • Regularly communicate with residents on development updates
  • Assist the construction team, as applicable in distributing written communications to wider non tenanted housing
  • Order refuse items for properties prior to check in
  • Manage and book check out dates when notice provided by resident – focus on retaining where possible
  • Complete the check-out inspection and check out report and book relevant trades to complete works – if before end of tenancy, arrange access with resident in occupation
  • Be measured on retention and reducing the churn rate within the development – highlight and report any issues that may become a retention issue. Extend tenancies where possible
  • Identify anti-social behaviour and manage / escalate where required
  • Engage with local community groups / Police / council to build relationships that will assist the success of the development and keep churn to a minimum

Estates Management function:

  • Perform a weekly site walkover and raise any issues for attendance, ensuring estates are in a good condition
  • Where contacts in place liaise with environmental managers
  • Provide communication link between contractors and residents
  • Review list of weekly / daily maintenance attendances on workstream
  • Follow up on maintenance items to check resident is happy with work completed
  • Visit and record further information / photo for maintenance issue if required
  • Review monthly list of compliance checks expiring and schedule checks to be completed with engineers and arrange access with residents
  • Note completion of landscape maintenance when booked and raise any issues with the environmental manager
  • Complete winter check on properties
  • Familiarise with the Development Manual on site
  • Take handover of completed units from Construction and re-lets and inspect to ensure happy with condition – report back any defects that require attendance
  • Complete fire safety checks on weekly basis (at developments with internal communal space)

Key Skills, Knowledge and Experience:

  • Industry specific knowledge, built up through experience of residential, property and estates management
  • Knowledge in relevant regulations, legislation, guidance and best practice. Able to apply knowledge practically day-to-day
  • Experience of lettings process (check in/out – inventories)
  • IT literate and the confidence to become the system expert of the property management software
  • Hold a full current UK driving license and your own car will be essential for which mileage will be paid

Please apply or get in touch: / 07825 506 380


Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.

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Job Overview
Offered Salary
£35500 - £35500 / per year
Job Location
Liverpool, Merseyside
Job Type
Job ID