General Manager

This is an exciting opportunity for a highly motivated and experienced professional to lead the operations of a brand-new Build to Rent community launching in Summer 2026. The role will have full responsibility for the mobilisation, delivery, and day-to-day operation of a large-scale BTR development, with a strong focus on operational excellence and delivering a first-class resident experience.

You will lead an on-site team, work closely with central support functions, and take ownership of performance across operations, finance, health and safety, leasing, marketing, and customer service.

Key Responsibilities Operations

• Develop and implement operational plans to ensure the smooth and efficient day-to-day running of the scheme.
• Lead, motivate, and develop an on-site team, fostering a positive working culture with a focus on wellbeing and professional development.
• Oversee recruitment, induction, and ongoing training in line with company policies and procedures.
• Collaborate with centralised support teams to deliver best-in-class customer service and resident engagement initiatives.
• Build and maintain strong local relationships and partnerships.
• Promote and implement sustainability initiatives, including effective management of utilities during void periods.
• Carry out bi-annual inspections of occupied apartments to ensure lease compliance and identify maintenance issues.
• Ensure unit turnarounds meet agreed service level agreements.
• Liaise closely with the wider estate management team regarding the overall operation of the development.

Finance

• Take full responsibility for the operational budget and overall financial performance of the scheme.
• Hold regular performance reviews with maintenance, marketing, and leasing teams, agreeing improvements where required.
• Ensure rent collection processes are followed, escalate arrears appropriately, and recommend legal action where necessary.

Health & Safety

• Work closely with health and safety and compliance specialists to ensure full compliance with statutory legislation.
• Oversee the day-to-day management of reactive maintenance, ensuring jobs are allocated correctly and completed efficiently.
• Ensure all contractors adhere to health and safety policies and safe systems of work.
• Conduct regular building inspections to identify health, safety, or security risks and report to the appropriate teams.

Leasing & Marketing

• Collaborate closely with central leasing and marketing teams to ensure clear and consistent communication.
• Support and lead the on-site team in delivering high-quality viewings and leasing activity.
• Ensure all enquiries are managed and responded to within agreed SLAs.
• Maintain compliance with local licensing requirements and ensure all documentation is in place.
• Proactively manage lease breaches, overseeing remediation and escalating where necessary.

Customer Service & Community

• Act as an ambassador for the brand, delivering outstanding customer service to residents, visitors, and contractors.
• Ensure effective resident communication across multiple channels, fostering a strong sense of community.
• Hold regular resident meetings to address concerns, share updates, and gather feedback.
• Deliver the resident engagement strategy, including the communication of building and fire safety information.
• Oversee a programme of resident events to drive engagement and retention.
• Seek opportunities to exceed service expectations and drive positive resident feedback and online reviews.
• Act as the escalation point for resident complaints, ensuring timely and effective resolution.

About You

• Proven experience in a senior operational role within Build to Rent, residential, hospitality, or a similar customer-focused environment.
• Strong leadership skills with the ability to motivate and develop high-performing teams.
• Commercially astute, with experience managing budgets and operational performance.
• Confident working across multiple disciplines, including operations, finance, compliance, and customer service.
• Passionate about delivering exceptional resident experiences and building vibrant communities.