Leaf Living OpCo Ltd
Junior Resident Services Manager
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Junior Resident Services Manager
As a Junior Resident Services Manager, you will support the Resident Services team in delivering a positive and well-managed tenancy experience throughout the resident lifecycle. Working closely with your line manager and colleagues, you’ll assist with day-to-day tenancy administration, respond to resident queries, and help ensure mid-term and end-of-tenancy processes run smoothly and compliantly.
This is a development-focused role, offering the opportunity to build your knowledge of tenancy services, systems, and legislation while contributing to a high-performing team.
Responsibilities
Resident Services Management
- Administer all aspects of the resident lifecycle including move-ins, renewals, and move-outs.
- Provide cover for legal notices in line with current legislation during team absence or leave.
- Coordinate end-of-tenancy processes including inspections, deposit handling, and internal and resident communications.
- Schedule and follow up on mid-term property inspections.
Customer Service & Resident Support
- Provide responsive and empathetic support to residents throughout their tenancy.
- Handle resident queries and complaints professionally, escalating where necessary.
- Maintain clear and consistent communication with residents to ensure a smooth experience.
- Escalate complex or urgent issues to compliance and senior management.
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Compliance & Documentation
- Ensure all tenancy documentation is accurate, up-to-date, and compliant with relevant legislation.
- Maintain records and systems in line with internal policies and regulatory requirements.
Collaboration & Teamwork
- Work closely with PM Customer Service Coordinators to ensure joined-up service delivery.
- Support the Resident Services Team Manager in implementing service improvements and operational changes.
- Liaise with other departments including Maintenance and Lettings to ensure seamless resident journeys.
- Coordinate with maintenance and Aftercare teams/internal stakeholders.
- Updating internal systems (e.g., resident communications or permissions given.
- Embrace and support operational change by positively adopting new processes and contributing ideas for continuous improvement.
Data & Reporting
- Maintain accurate tenancy data and contribute to reporting and analysis.
- Use data insights to identify trends and support service improvements.
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Requirements
- Experience or knowledge of residential tenancy management or property administration.
- Strong understanding of UK tenancy legislation and compliance requirements.
- Possession of or willingness to work towards an ARLA Qualification is desirable.
- Outstanding customer service skills and excellent verbal and written communication skills.
- Exceptional organisational and coordination skills.
- Detail-oriented with a proactive approach to problem-solving.
- Comfortable working in a data-led environment.
- A dynamic and driven personality, with a strong zeal for the industry.
- Demonstrate ability to work autonomously, confidently taking charge, making informed decisions, and initiating actions.
- A collaborative team player who can inspire and motivate colleagues, effectively achieving goals collaboratively.
- Innovative problem-solving skills, with a knack for identifying issues and crafting effective resolutions.
- A strict adherence to confidentiality regarding all forms of information and data.
- Ambition to grow within a rapidly scaling company.
This list is not exhaustive and may vary over time as required.
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