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Build Your Future with Colby River
At Colby River, we are shaping the landscape of UK real estate. With expertise across Investment Management, Development Management and Property Management, we take a strategic, long-term approach to investing in, developing and operating high-quality residential communities across the UK.
We operate across key living sectors including Multi-Family Living, Single Family Housing (SFH) and Purpose-Built Student Accommodation (PBSA). By combining deep market insight with disciplined operational delivery, we create sustainable value for our investors and exceptional experiences for our residents.
With a forward-looking approach that responds to changing residential needs across the UK, we are building a platform designed for long-term growth.
About The Role
We are seeking a Resident Services Manager to lead the Leasing and Resident Services teams on site, while supporting the General Manager in the overall operational performance of the asset.
This is a pivotal role responsible for setting the standard for leasing delivery and customer experience across the development. You will drive occupancy, resident satisfaction, and team performance, ensuring a seamless resident journey from initial enquiry through to move-out. The role requires a strong balance of leadership, commercial awareness, and customer focus within a fast-paced Build-to-Rent environment.
This is an opportunity to join a growing business that values professionalism, accountability and continuous improvement.
Working Pattern
- 40 hours per week
- Working 5 days out of 7 on a rota basis between 8:00am and 8:00pm
Key Responsibilities
Leadership & Operational Support
- Support the General Manager in the day-to-day running of the site
- Act as a key escalation point for operational and resident-related matters
- Coordinate effectively with central support teams to ensure alignment and efficiency
- Step into senior responsibilities in the absence of the General Manager
Customer Service & Resident Engagement
- Deliver and embed a first-class customer service culture across the team
- Support the planning and delivery of resident engagement strategy, including events and community initiatives that enhance the resident experience.
- Create a strong sense of community through communication and resident interaction
- Proactively gather and act on resident feedback to drive continuous improvement
- Manage resident communications, queries, and complaints professionally and effectively
- Promote positive resident reviews and reputation across relevant platforms
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Leasing Performance & Resident Lifecycle
- Oversee leasing processes from enquiry through to move-in and move-out, ensuring full compliance
- Work with the Regional Leasing Manager to drive occupancy, retention, and leasing strategy
- Ensure apartments and communal areas are presented to the highest standard
- Monitor local market trends and competitor activity to support performance
- Oversee renewals, negotiations, and resident retention initiatives
- Ensure all legal and company requirements (including KYC and Right to Rent) are met
- Manage deposit returns and ensure compliance with relevant regulations
- Ensure applicants receive an outstanding experience throughout the leasing journey.
Team Leadership & Development
- Lead, mentor, and develop the Leasing and Resident Services teams
- Set clear KPIs and performance expectations, conducting regular reviews
- Support recruitment, onboarding, and ongoing training of team members
- Drive engagement, motivation, and a high-performance culture
- Manage rotas and ensure adequate team coverage at all times
- Ensure compliance with HR processes including Right to Work checks for new employees.
Compliance & Administration
- Ensure all leasing and operational procedures are followed accurately and consistently
- Maintain strong knowledge of relevant legislation and industry best practice
- Ensure accurate use of CRM systems and operational platforms
- Support audits and ensure all documentation is compliant and up to date
Commercial & Asset Performance
- Support the delivery of occupancy and revenue targets
- Maintain awareness of site budgets and support cost control
- Assist with procurement processes, ensuring adherence to company procedures
- Contribute to initiatives that enhance asset performance and resident experience
About You
We are looking for an experienced and driven professional with a strong background in residential lettings, Build-to-Rent, or hospitality. You will be a confident leader with the ability to motivate and develop teams while maintaining a sharp focus on customer experience and commercial performance.
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You will bring a proactive, solutions-focused approach, with excellent organisational and communication skills. Comfortable working in a fast-paced environment, you will be able to manage competing priorities, resolve challenges effectively, and continuously look for ways to improve service delivery and operational efficiency.
You will be passionate about creating outstanding resident experiences while driving team performance and contributing to the overall success of the asset.
Desirable
- ARLA or IRPM qualification (or willingness to work towards)
- Strong understanding of leasing strategy and market dynamics
- Experience managing budgets and supporting asset performance
- Knowledge of resident engagement strategies and community building initiatives
- Experience working within a multi-site or large-scale residential environment
Essential
- Proven management experience within residential property, Build-to-Rent, PRS, PBSA, or hospitality
- Experience in lettings or a similar environment
- Strong leadership and team management experience
- Excellent customer service, negotiation, and complaint handling skills
- Working knowledge of deposit protection regulations and lettings compliance
- Strong organisational skills with the ability to manage multiple priorities
- Proficient in Microsoft Office and CRM/property management systems
What We Offer
- Competitive salary and annual discretionary bonus
- Employer matched pension scheme
- Life Insurance
- Generous annual leave entitlement, with the option to buy more
- Cycle to Work scheme
- Retail, leisure and lifestyle discounts
- Employee wellbeing support
Why Colby River?
Colby River combines disciplined investment with operational expertise and a commitment to quality at every stage of the asset lifecycle.
Joining us means being part of a business with clear direction and strong governance — where your contribution, whether operational or strategic, plays a vital role in our continued growth.
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