Job Title: Residents ManagerReports to: Estate Director

Location : East London

Salary : up to 45,000 depending on experienceOverview:We are looking for an experienced and dynamic Residents Manager to lead the on-site team in delivering an exceptional living experience to residents and visitors. This role involves overseeing concierge, security, and amenity teams, managing resident engagement, and supporting various operational and compliance functions on-site.Key Responsibilities:Resident Experience & Community Engagement- Manage front-of-house services including concierge, security and maintenance teams.- Take full ownership of the resident journey from move-in onwards, continuously seeking to enhance the customer experience.- Implement strategies to improve resident engagement and foster a sense of community through events and initiatives.Operational Management- Support all aspects of site mobilisation, working with internal stakeholders and third-party contractors.- Ensure all mobilisation tasks are recorded, completed efficiently, and contribute to a smooth resident on boarding experience.- Act as a key liaison between stakeholders to maintain strong communication and service standards.Risk, Health & Safety Compliance- Take ownership of risk management routines using in-house systems.- Conduct or oversee routine risk assessments and ensure compliance with health and safety standards.- Monitor and supervise on-site contractors and respond to emergency queries, including out-of-hours coordination when necessary.- Ensure 100% compliance with statutory health and safety requirements in partnership with the Maintenance team.Contract & Financial Management- Oversee contract management routines including tendering, implementation, and ongoing evaluation to ensure value for money.- Assist with the preparation and reporting of the service charge budget.- Maintain accurate contract schedules and ensure timely follow-up of action items.Team Leadership- Recruit, manage, and support a high-performing on-site team.- Deliver effective on boarding, training, and performance reviews, including 1-2-1s and annual appraisals.- Manage team scheduling, holidays, sickness reporting, and payroll submissions.General Site Management- Oversee soft services such as cleaning, landscaping, and general site presentation.- Conduct regular site inspections and implement remedial action when necessary.- Attend internal and external meetings (e.g. operations, client, and defects meetings).Ideal Candidate Profile:- Leadership: Proven experience managing customer service teams in a residential or hospitality environment.- Customer-Centric: Passionate about delivering exceptional resident experiences and building strong community relationships.- Detail-Oriented:Meticulous in operational delivery, risk compliance, and documentation.- Proactive:Resourceful, solution-driven, and thrives in a fast-paced environment.- Team Player:Supportive, collaborative, and skilled in motivating others.Additional Requirements:- Dynamic, flexible and eager to be involved in mobilisation projects- Strong understanding of health and safety standards and compliance.- Familiarity with budget oversight and financial reporting.- Excellent written and verbal communication skills.- Willingness to be available for emergency response situations when needed.This is an exciting opportunity to take a leading role in shaping a vibrant residential community in East London while working alongside a dedicated and supportive team. If you're committed to delivering high standards and creating a positive living environment, we'd love to hear from you.

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