Regional Resident Services Manager

As Regional Resident Services Manager (RRSM), you will lead and manage the Resident Services Team (RST) across the London regional cluster. You will be responsible for operational, service and financial performance of the residential scheme portfolio within your remit. Working closely with senior leadership, you will help embed our values and deliver a safe, thriving community for our residents.

This is a hands on management role requiring a strong operational mindset, leadership, and the ability to maintain high standards across multiple sites.

Key Responsibilities

• Lead, motivate and develop the regional Resident Services Team to deliver high performance.

• Use a structured development framework to build a strong succession pipeline and support career growth across the region.

• Conduct performance reviews, provide coaching, and support team development.

• Manage the financial performance of your region - including revenue targets, budgets, and expenditure control.

• Collaborate with Asset Management and Leasing to optimise occupancy and rental performance.

• Oversee compliance with health, safety, fire and building-safety regulations across all sites.

• Conduct regular building inspections and ensure communal areas and resident homes meet standards.

• Manage resident experience: oversee service delivery, handle escalated complaints, track feedback, and drive continuous improvement.

• Develop and implement customer service and experience strategies for each scheme.

• Work with internal stakeholders - Facilities Management, Maintenance, Procurement - to ensure effective operations and maintenance.

• Manage voids (vacant properties), deposit returns, and ensure efficient turnarounds.

• Prepare and manage regional budgets, CAPEX proposals and financial reporting.

• Provide cover as needed (e.g. site tours, front desk support, rota duties), and be available on occasion for out of hours escalation.

• Support or lead special projects or business wide initiatives when required.

Experience

• Proven experience managing a team and overseeing operations of residential or hospitality style property portfolios.

• Strong organisational skills, with track record of managing complex, multi site operations.

• Commercial acumen, with ability to meet financial targets and manage budgets.

• Ability to use MS Office (Outlook, Excel, Word) and adapt to bespoke property management and compliance databases.

• Excellent leadership and communication skills; able to motivate and develop a team.

• Strong problem solving skills; able to think laterally and implement continuous improvements.

• Good stakeholder management - able to liaise with colleagues across departments, external suppliers, contractors and residents.

• Professionalism, integrity and a commitment to high standards of ethics and service.

• Flexibility to travel to multiple sites and respond to escalations or emergencies when required.

Desirable: Previous experience with Build to Rent (BTR) or private rental sector; experience mobilising new properties.