Senior Resident Services Manager

We are seeking an experienced Senior Resident Services Manager to lead the onsite operations of two Build-to-Rent residential communities in Birmingham. This is a key leadership role responsible for delivering outstanding resident experience, driving operational excellence, and managing a high-performing onsite team.

You will ensure the safe, efficient and customer-focused management of the assets, delivering service performance above target while fostering a strong sense of community.

• Lead and coordinate the onsite Resident Services Team, including reception and parcel services

• Deliver a consistently high-quality front-line service in person, by phone and in writing

• Set, monitor and continuously improve service standards

• Review resident feedback, create action plans and implement service improvements

• Manage resident onboarding materials including handbooks, notices and instructions

• Actively engage with residents, handling complaints through to effective resolution

• Oversee all front and back of house operations, including:

  • Amenity space management

  • Voids and unit management

  • Tenancy and income management

  • Tenant involvement

• Ensure properties are managed professionally and compliantly

• Manage the lettings journey from offer acceptance through move‑in and settling‑in

• Coordinate cleaning and maintenance teams and manage contractor performance

• Identify, record and monitor defects through to completion

• Ensure compliance with Health & Safety legislation, including COSHH

• Contribute to the development and implementation of policies and procedures

• Manage PRS, DMR and Affordable Housing homes using a tenure‑blind approach

• Identify opportunities to enhance service delivery and resident satisfaction

• Organise and deliver regular resident events, including creative and themed experiences

• Promote events and initiatives through social media and other communication channels

• Encourage resident involvement and community engagement

• Recruit, induct and develop onsite staff, including “cold start” teams

• Set objectives, manage performance, and conduct appraisals

• Support training and personal development

• Lead, motivate and inspire the team to deliver best‑in‑class service

• Prepare regular customer, building and performance data

• Report against KPIs and implement corrective actions where required

• Draft and manage the resident services budget, ensuring spend remains on target

• Attend meetings, take minutes and communicate actions effectively

• Respond to out‑of‑hours emergency calls on a rota basis

• Maintain strong relationships with external stakeholders and partners

• Represent the organisation professionally at all times

Essential

• Significant experience managing resident services, ideally within BTR, residential, or hospitality

• Proven leadership and people management skills

• Experience recruiting and training teams from inception

• Strong customer service ethos with a creative, solutions‑focused mindset

• Experience designing and delivering service improvement plans

• Budget management experience

• Strong communication and interpersonal skills

• Ability to analyse data, produce reports and manage performance against KPIs

• Knowledge of Health & Safety and safe‑working practices

Desirable

• Experience with in BTR, PRS, student accommodation or hospitality

• Industry qualifications (e.g. IRPM, RICS, ARMA, NFOPP)

• Experience managing mixed‑tenure schemes

• Knowledge of additional languages

• Customer‑focused, positive and resilient

• Creative thinker with the ability to influence and inspire

• Organised, proactive and able to work with minimal supervision

• Professional appearance and approach

• Committed to continuous personal and professional development