About

Multi Site Resident Services Manager - Build to Rent The organisation We are working with a leading residential property operator within the Build-to-Rent sector. Backed by significant long-term investment, the business is focused on delivering professionally managed rental homes and creating communities where residents choose to stay. With a growing UK portfolio, the organisation places strong emphasis on customer service, operational excellence, and sustainability, offering a stable environment with clear expectations and support. The role As Senior Resident Services Manager, you will lead resident operations across two Build-to-Rent schemes in Birmingham, reporting into a senior operational leader. This is a multi-site role with responsibility for service delivery, team leadership, and operational performance. You will oversee on-site teams, ensure consistent standards across both communities, and take accountability for resident satisfaction, compliance, and financial performance. The Senior Resident Services Manager will also act as the escalation point for complex issues, ensuring a calm and professional resolution. Key responsibilities include: Leading and developing on-site Resident Services teams across two locations. Overseeing resident move-ins and move-outs, ensuring processes are completed within agreed timeframes. Managing face-to-face resident enquiries and maintaining high service standards at all times. Handling escalated complaints and managing incidents, including health, safety, or security matters. Overseeing contractors and inspecting completed works to ensure quality and compliance. Monitoring operational and financial performance against agreed KPIs. Ensuring compliance with relevant housing legislation, health and safety, and site procedures