Resident Manager

Resident Manager Location: Surrey Contract: Full Time, PermanentThe OpportunityMy client, a leading Build to Rent operator, is looking for a Resident Manager to join the team at one of their residential developments in Surrey. This is a resident-facing role focused on delivering a seamless, positive living experience, while making sure the development stays well occupied and every home is presented to a high standard for viewings.Key ResponsibilitiesCarry out viewings booked through the central enquiries team or on-site team, and guide prospective residents through to reservation to maximise occupancyDeliver against budgeted targets for occupancy, pricing, revenue and Net Promoter ScoreAct as a confident, professional point of contact for prospective tenants, residents, visitors, colleagues, couriers and contractorsMake sure residents enjoy an exceptional experience at every stage, from first enquiry and move-in through to a long and settled residencyHelp build a connected, supportive community where residents feel engaged and valuedLook for opportunities to improve processes and raise service standardsDrive resident satisfaction across review and customer service platformsInspect occupied and vacant apartments to make sure they are kept to the required standard, reporting any breaches or maintenance issuesComplete inventory check-in and check-out reportsManage the move-out process, including deposit release through the TDS Custodial schemeRecord all activity accurately in line with company policies and procedures, maintaining 100% data accuracy in YardiSupport the planning and delivery of resident events and initiatives, such as wellness workshopsHelp keep the office running smoothly by covering phones, the lobby and parcels, and stepping into other Resident Manager roles during holiday periodsManage utility accounts for void units and update suppliers with incoming and outgoing tenanciesOversee parcel and post services, making sure processes are followedSupport colleagues with ad hoc tasks as neededAbout YouA proven track record in front-of-house customer serviceExperience handling resident complaints with professionalism and empathy through to resolutionStrong problem-solving skills and experience supporting residents with a variety of issuesViewings and lease-up experience is essentialExcellent interpersonal skills, with the confidence to engage with people at all levels, from prospective residents and senior management to external suppliersAdaptable and resilient, able to perform under pressure and during busy periodsHighly organised with excellent attention to detailExcellent written and verbal communication skillsSelf-motivated and proactiveWhat My Client OffersMy client places real emphasis on honesty, teamwork, mutual respect and continuous improvement, and is committed to delivering outstanding results for residents. They are a proud equal opportunity employer that values diversity and inclusion, invests in the health and wellbeing of its people, and is actively committed to ESG and sustainability across its portfolio.