Junior Resident Services Manager

As a Junior Resident Services Manager, you will support the Resident Services team in delivering a positive and well‑managed tenancy experience throughout the resident lifecycle. Working closely with your line manager and colleagues, you’ll assist with day‑to‑day tenancy administration, respond to resident queries, and help ensure mid‑term and end‑of‑tenancy processes run smoothly and compliantly. 
This is a development-focused role, offering the opportunity to build your knowledge of tenancy services, systems, and legislation while contributing to a high‑performing team.
To be successful in this role, you’ll bring a genuine interest in customer service and a willingness to learn. You’ll be a clear and considerate communicator, able to adapt your approach with guidance and support from the team. You don’t need to be an expert in tenancy legislation at this stage, but you should be organised, proactive, and keen to develop your understanding and skills in resident services.

• Experience or knowledge of residential tenancy management or property administration.
• Strong understanding of UK tenancy legislation and compliance requirements.
• Possession of or willingness to work towards an ARLA Qualification is desirable.
• Outstanding customer service skills and excellent verbal and written communication skills.
• Exceptional organisational and coordination skills.
• Detail-oriented with a proactive approach to problem-solving.
• Comfortable working in a data-led environment.
• A dynamic and driven personality, with a strong zeal for the industry.
• Demonstrate ability to work autonomously, confidently taking charge, making informed decisions, and initiating actions.
• A collaborative team player who can inspire and motivate colleagues, effectively achieving goals collaboratively.
• Innovative problem-solving skills, with a knack for identifying issues and crafting effective resolutions.
• A strict adherence to confidentiality regarding all forms of information and data.
• Ambition to grow within a rapidly scaling company.

Resident Services Management

• Administer all aspects of the resident lifecycle including move-ins, renewals, and move-outs.
• Provide cover for legal notices in line with current legislation during team absence or leave.
• Coordinate end-of-tenancy processes including inspections, deposit handling, and internal and resident communications.
• Schedule and follow up on mid-term property inspections.

Customer Service & Resident Support

• Provide responsive and empathetic support to residents throughout their tenancy.
• Handle resident queries and complaints professionally, escalating where necessary.
• Maintain clear and consistent communication with residents to ensure a smooth experience.
• Escalate complex or urgent issues to compliance and senior management.

Compliance & Documentation

• Ensure all tenancy documentation is accurate, up-to-date, and compliant with relevant legislation.
• Maintain records and systems in line with internal policies and regulatory requirements.

Collaboration & Teamwork

• Work closely with PM Customer Service Coordinators to ensure joined-up service delivery.
• Support the Resident Services Team Manager in implementing service improvements and operational changes.
• Liaise with other departments including Maintenance and Lettings to ensure seamless resident journeys.
• Coordinate with maintenance and Aftercare teams/ internal stakeholders.
• Updating internal systems (e.g., resident communications or permissions given.
• Embrace and support operational change by positively adopting new processes and contributing ideas for continuous improvement.

Data & Reporting

• Maintain accurate tenancy data and contribute to reporting and analysis.
• Use data insights to identify trends and support service improvements.

This list is not exhaustive and may vary over time as required.