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Resident Service Manager

Resident Service Manager

  • Location

    Ilford, Essex

  • Sector:

    Business Support

  • Job type:

    Permanent

  • Salary:

    £38000 - £40000 per annum

  • Contact:

    Morelle Pierson

  • Contact email:

    morelle@doveandhawk.co.uk

  • Job ref:

    BBBH7228_1575641615

  • Published:

    about 2 months ago

  • Expiry date:

    2020-01-05

  • Consultant:

    #

Resident Service Manager - Ilford

My client, a globally established Real Estate Agency, are currently seeking an experienced Resident Service Manager to join their new scheme.
As the Resident Service Manager you will provide onsite lettings and property services to an exciting new-build residential regeneration scheme in Ilford, Essex.
You will ensure a high level of customer service is provided to residents at all times, all statutory Health & Safety requirements are met and engage with residents to create a sense of community within the development.


Your key duties will include:

  • Ensuring communal areas and available apartments are well presented and appealing to prospective tenants at all times
  • Uploading availability details to marketing portals and updating adverts as necessary
  • Completing all applicant vetting / compliance in line with procedures
  • Processing offers and completing all tenancy documentation
  • Issue all documentation in relation to all lettings, along with seeking references and completing right to rent checks
  • Dealing with all enquires in line with service level agreement and providing strong customer service
  • Maintaining 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
  • 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
  • Responsible for Health and Safety compliance coordination
  • Assisting central team with legal action and insurance claims
  • Liaising with Estate Managers on all external and grounds maintenance issues
  • 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
  • Providing regular asset performance reports and attending monthly meetings with line manager


Skills and experience required:

  • Strong Customer Service background
  • Ability to think on their feet and make considered decisions with a common-sense approach
  • Outgoing, warm and friendly personality with a positive attitude
  • Organised, meticulous and tenacious
  • Excellent written and spoken communication
  • IT literate and Social Media savvy
  • Strong financial management skills


Salary Circa £38,000-£40,000 depending on experience


For more information, please contact Morelle Pierson on the Investment & Development team at Dove & Hawk Property Recruitment.



0203 725 9832

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