Resident Services Manager (North East Region)

Ocasa•Durham, NC

1d•Hybrid

About The Position

The Resident Services Manager plays a pivotal role in shaping the resident experience across our Ocasa communities. This position is instrumental in driving service excellence, fostering community engagement, and ensuring operational standards are consistently met. Supporting this function, the Resident Services Manager will take a proactive role in resident acquisition through property viewings, upholding asset integrity via regular building inspections, and enhancing resident satisfaction by coordinating community initiatives and providing responsive, high-quality support. This role will look after our buildings within the whole North East region (Durham, Sunderland, Stockton-on-Tees and Carlisle).

Requirements

Proven experience in a customer-facing management role within the residential property, hospitality, or flexible workspace sectors, with a strong track record of delivering outstanding service in high-demand environments.
Solid understanding of the residential rental market, including key operational requirements such as health and safety compliance, property inspections, and resident engagement.
Demonstrated success in target-driven roles, with the ability to meet and exceed performance metrics related to occupancy, service delivery, or operational efficiency.
Technologically confident, with proficiency in Microsoft Office and the ability to quickly adapt to multiple business systems and digital platforms.
Excellent interpersonal and communication skills, with a natural ability to build rapport and trust with prospective and existing residents.
Highly organised and detail-oriented, with strong administrative capabilities and a disciplined approach to following processes, policies, and maintaining accurate records.
A genuine passion for delivering exceptional customer experiences, with a proactive and solution-focused mindset.
A valid UK driving license is required for this role.
Must have permission to work in the UK by the start of employment.
Must complete a background check including eligibility to work in UK, employment referencing, DBS check, and depending on the role, further checks may need to be conducted.

Responsibilities

Lead and oversee property viewings, working to individual and team KPIs to drive occupancy and conversion.
Provide regular, data-informed feedback to management regarding property condition and pricing to support strategic decision-making.
Ensure the completion of regular portfolio inspections to maintain safety, cleanliness, and presentation standards.
Maintain accurate records and ensure compliance with health and safety protocols.
Oversee the secure management and auditing of all property keys.
Work with the Facilities Management team and in particular the compliance manager to provide on-site support in relation to day to day compliance related activity.
Act as the key liaison with the maintenance helpdesk, ensuring timely resolution of repairs and high-quality outcomes through inspections and spot checks.
Maintain clear communication with residents throughout the process.
Proactively identify and escalate community or operational issues to the appropriate senior stakeholders and management.
Foster strong, positive relationships with residents across your region, embodying Ocasa’s values in every interaction.
Lead the planning and delivery of approved community events that enhance resident satisfaction and align with budgetary guidelines.
Support the relevant departments in the mobilisation of new assets, ensuring a seamless resident experience from day one.
Provide strategic input and administrative support on departmental projects and initiatives.
Champion Ocasa’s leasing walk and brand standards across all sites.
Monitor adherence and report deviations to central teams for resolution.
Coordinate and lead open days, with or without external support, in collaboration with tenancy management teams.
Facilitate access for third-party contractors and support the servicing of legal notices and consultation events as required.
Provide leadership and operational cover across other buildings and regions during peak periods, holidays, or as business needs dictate.
Support other areas of the business, such as Lettings during peak times.
Any other duties as reasonably required to ensure a successful move in is achieved