Resident Services Manager

GKR London have been instructed by a very well known, largescale organisation to find an experienced Resident Services Manager to work on a newly launching development on the Berkshire/Surrey borders.

This will be one of a large portfolio of developments the Client operates across London and the South East.

Ideally you would be currently working in a similar position, operating in a Lettings focused role, with the objective being the ‘letting up’ and scaling of a brand new development.


– Circa £30,000 basic salary

– £8,000-£10,000 per annum bonus (payable quarterly)

– Private medical

– Pension

– Various other corporate benefits.

Responsibilities of the role

To provide on site lettings and property management services to an exciting new build residential development comprising 100+ apartments in a large scale regeneration scheme in Berkshire.

To be the first point of contact from enquiry stage, viewing the property through to resident move in.

To ensure a high level of customer service is provided to residents at all times, all statutory H&S requirements are met and engage with residents to create a sense of community within the development.

Letting and marketing

Ensuring communal areas and available apartments are well presented and appealing to prospective tenants at all times

Booking and carrying out viewings and negotiating new lettings
Post initial let up, uploading availability details to marketing portals and updating adverts as necessary, dealing with enquiries, conducting viewings and negotiating offers
Completing all applicant vetting in line with company procedures
NB The successful applicant will be required to issue all documentation in relation to all lettings along with seeking references and completing right to rent checks. Upon completion of the let up phase, it is intended that the regular remarketing of the apartments will be conducted by the successful candidate.

Customer Service

Provide first class customer service to residents

Dealing with all enquires and repairing issues in line with service level agreement
Forging productive relationships with key service partners such as the estate developers, contractors and wider estate managers for the benefit of residents and seeking economies of scale for the efficient running of the building
Organising and running tenant services via third parties and in house
Ensuring up to date resident communication via various channels including social media
Seeking special offers and discounts for residents from local businesses
Creating a community feel through communication, events and innovations
Coordinating social media activity in conjunction with in house marketing team
Building and Apartment Management

To act as first point of call for residents to report maintenance issues

Co-ordinating all contractor appointments and defect warranty repairs, logging issues in order that required service levels are attained
Carrying out regular inspections of communal areas and apartments
Ensuring for Health and Safety compliance utilising company systems; liaising with the Facilities Manager and Estate managers where required
Organising minor works between tenancies to maintain first class presentation of apartments
Assisting central team with legal action and insurance claims
Liaising with Estate Managers on all external and grounds maintenance issues
Tenancy Management

Meet and greet with all new tenants; providing Welcome Packs and new tenancy information

Completing check in and check out reports; determining deposit returns
Assisting the credit control team to ensure the timely payment of rents and liaising with residents to address problem cases
Undertaking tenancy renewals, driving rental growth
Asset Performance Management

Providing regular asset performance reports and attending monthly meetings with line manager

Driving rental growth, ensuring that rents in the building are maximised yet competitive within the local market
Managing the building expenditure budget and ensuring value for money from suppliers, maximising the net operating income
Establishing and delivering additional income streams where appropriate
The above is not an exhaustive list of duties and the individual will be expected to perform different tasks as necessitated by the evolution of the role within the building.

Personal Attributes

Strong customer service ethic / background

Positive, can do attitude
Common sense approach
Ability to think on their feet and make considered decisions
Outgoing, warm and friendly personality
Organised, meticulous, tenacious
Excellent written and spoken etiquette
IT literate and Social media savvy
Strong financial management skills