Full job descriptionIf you’re an experienced property professional who loves leading a team and genuinely cares about the experience residents have every day, this one is worth a look. Our client is a well-established name in the Build to Rent space, and they’re looking for an Assistant Resident Services Manager to join their team at a site in Birmingham.
About our clientOur client operates a large and growing portfolio of Build to Rent residential schemes across the UK. They have a strong focus on community, resident satisfaction, and setting a high bar for service delivery. This is a business that takes culture seriously and invests in the people who run their sites day to day.
The roleBased at a BTR site in Birmingham, you’ll work closely with the Resident Services Manager to keep the site running smoothly and the team performing at its best. You’ll take ownership of the day-to-day management of a team of Resident Services Associates, step up in the RSM’s absence, and play a central role in delivering the kind of resident experience that drives strong reviews and retention.
What you’ll be doing*Leading and managing the Resident Services Associates team, including rota management, training, and mentoring
*Handling resident enquiries, complaints, and escalations, and overseeing a seamless move-in and move-out process
*Supporting void management, property inspections, contractor liaison, and works order raising
*Driving resident engagement through events, NPS surveys, and community initiatives
*Contributing to operational reporting and attending meetings on behalf of the RSM when needed
*Ensuring the site meets health and safety requirements and maintaining communal areas to a high standard
Skills and experienceEssential
*Previous experience in property management, ideally within a residential or BTR environment
*Demonstrable team management experience with strong leadership skills
*Excellent written and verbal communication skills
*A genuine passion for customer service and the ability to handle complaints professionally
*Confident working towards and achieving KPI and performance targets
Desirable
*Qualifications in property or customer service
*Experience with resident engagement programmes or events management