Cording Residential Asset Management
Resident Services Manager
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Resident Service Manager I Residential
Leicester
Permanent, full-time (37.5 hours per week)
About this role
The Resident Service Manager is responsible for the overall operational management of the building, ensuring it is safe, compliant, well maintained and delivers an exceptional resident experience. The role provides leadership to the Maintenance, Resident Services and Housekeeping teams while working closely with contractors, suppliers and stakeholders to maintain high operational standards.
Key responsibilities
Property Operations & Building Management
- Lead the day-to-day operation of the building and communal areas.
- Ensure the property is maintained to a high standard through effective management of maintenance programmes and service providers.
- Conduct regular inspections and audits to ensure safety, quality and presentation standards are met.
- Monitor performance and identify opportunities to improve efficiency and resident satisfaction.
Compliance, Health & Safety & Risk
- Take overall responsibility for site compliance, including Health & Safety and fire safety requirements.
- Ensure statutory inspections, testing, servicing and certification are completed on time.
- Maintain accurate compliance records and promptly address risks, incidents and corrective actions.
- Work closely with specialist consultants and contractors to maintain a safe and compliant environment.
Resident Experience
- Deliver a consistently high standard of customer service.
- Build positive relationships with residents and effectively manage escalated concerns and complaints.
- Ensure communications are timely, professional and resident-focused.
- Support community initiatives and resident engagement activities.
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Housekeeping & Presentation
- Directly managing the Housekeeping team and ensuring consistently high standards of cleanliness and presentation across the building.
- Ensuring communal areas, amenities and other resident-facing spaces are clean, safe and well presented.
- Monitoring housekeeping standards through regular inspections and quality checks.
- Ensuring housekeeping resources are effectively planned and deployed.
- Working with the Housekeeping team to identify and address recurring issues or areas requiring improvement.
- Managing external cleaning contractors where applicable and ensuring agreed service standards are achieved.
Team Leadership
- Lead, motivate and develop the Maintenance, Resident Services and Housekeeping teams.
- Conduct recruitment, inductions, performance reviews and regular one-to-ones.
- Foster a positive, inclusive and accountable culture focused on service excellence.
Contractor & Asset Management
- Manage contractor and supplier performance to ensure agreed standards and value for money.
- Support planned works, building improvement projects and asset management programmes.
- Maintain accurate site records and equipment inventories
Performance & Budget
- Manage operational budgets and monitor expenditure.
- Deliver agreed KPIs across compliance, maintenance and resident satisfaction.
- Use data and reporting to drive continuous improvement and operational excellence
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You will be required to carry out other duties to assist the team during busy periods.
Skills, Experience & Knowledge
- Previous experience managing residential, hospitality, facilities or property operations.
- Experience leading and developing teams.
- Strong knowledge of Health & Safety, compliance and fire safety requirements.
- Experience managing maintenance programmes and contractor performance.
- Excellent customer service and stakeholder management skills.
- Strong organisational, administrative and IT skills.
- Ability to prioritise competing demands and make sound operational decisions
You are someone who
- A visible and proactive leader.
- Highly organised and solutions focused.
- Professional and confident when engaging with residents, colleagues and contractors.
- Customer focused with a commitment to high standards.
- Adaptable, resilient and able to work effectively under pressure.
- Committed to continuous improvement and excellence in service delivery.
What we offer
As well as working with a friendly, inclusive and incredibly supportive team who care about their work and take great pride in our buildings, we offer:
- A competitive salary (up to £40,000 depending on experience)
- Discretionary bonus
- 25 days holiday + 8 bank holidays (pro-rated if part-time)
- Group Personal Pension with Scottish Widows 5% employer contribution (salary sacrifice available)
- Employee Assistance Program
- Life Assurance (4 x salary)
- Cycle and Tech schemes
To apply please send a CV and covering letter to info@cordingresidential.com
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