Resident Services Manager - EC1V
This role plays a key part in ensuring the optimum satisfaction of our residents. This role is an excellent opportunity for an experienced individual to test themselves at a large development.
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Are you passionate about delivering exceptional customer service and maintaining high-quality standards? We are seeking a dynamic and experienced Development Manager to oversee the day-to-day operations of a prestigious residential development. This role is key to ensuring residents' satisfaction by managing two critical teams (Security and Front of House) and resolving any issues swiftly and efficiently.
Key Responsibilities:
Team Management & Leadership:
- Lead and manage the Security and Front of House teams, providing clear direction, motivation, and support.
- Oversee rota management, ensuring coverage and efficiency at all times.
- Conduct team performance appraisals, develop KPIs, and implement training programs.
- Maintain a positive, collaborative atmosphere, handling staff concerns proactively.
- Ensure strict adherence to the development's Standard Operating Procedures (SOPs), continuously looking for areas of improvement.
Resident & Customer Service:
- Serve as a primary contact point for residents via phone, app, or in person, addressing any concerns or queries related to maintenance, emergencies, or complaints.
- Coordinate and facilitate resident welcome meetings, ensuring they are fully informed about the development.
- Oversee parcel and key management, ensuring smooth and efficient services.
- Document all resident interactions to maintain a seamless customer experience.
Building & Facility Management:
- Conduct regular site walk-arounds to assess cleanliness, security, and safety, ensuring all issues are promptly addressed.
- Liaise with contractors and suppliers to ensure compliance with Health & Safety standards.
- Report any faults or maintenance needs to contractors and escalate where necessary.
- Assist in managing refuse and parking processes.
Community Engagement:
- Promote and participate in organising resident engagement events, fostering a strong sense of community.
Required Experience:
- Previous experience in management within prestigious developments or the hospitality sector.
- Proven track record of leading and developing teams.
- Familiarity with Health & Safety protocols and contractor management.
- Strong customer service skills with the ability to resolve issues promptly.
- Experience in financial management and report preparation.
Skills & Competencies:
- Excellent communication skills—verbal, written, and interpersonal.
- Strong organisational and time-management skills, capable of handling multiple priorities.
- Competency in Microsoft Office (Excel, Word, Outlook).
- Attention to detail with the ability to maintain high standards in all areas.
- Self-motivated, adaptable, and resilient under pressure.
Behaviors:
- Accountability: Taking responsibility and following through on tasks.
- Positivity: Maintaining a can-do attitude with a focus on delivering results.
- Thoroughness: Ensuring that every task is completed with precision.
- Curiosity: Eager to learn, question, and improve.
If you have a passion for delivering exceptional service and leading a team within a luxury development, we'd love to hear from you!
What we offer:
- 20 Days annual leave + bank holidays + your birthday off each year
- Cycle to work scheme
- SmartHealth online health service available for you and immediate family
- Eye care vouchers
- Company social events
- Perkbox rewards
- Pension
To Apply: Please submit your CV and cover letter outlining your experience and how you meet the requirements of this role.
- Department
- Operations - Site Based
- Locations
- London
- Yearly salary
- 50,000
- Employment type
- Full-time
Colleagues
About Encore
As property professionals, we created Encore in 2004 following our own experience of receiving poor management and the difficulty of finding a managing agent with the right aptitude and attitude. We chose the name Encore because it symbolises a great performance - which is what we strive to deliver. From the beginning we've adopted the philosophy of ‘taking care of your property as though we live there'.
Residential management is a people business. Professional, experienced and friendly, our people make the difference. Our people bring our values to life every day and help make places better. Quite simply, we have the right people, expertise, systems, scale and culture to be the perfect next home for you.
Resident Services Manager - EC1V
This role plays a key part in ensuring the optimum satisfaction of our residents. This role is an excellent opportunity for an experienced individual to test themselves at a large development.
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