Resident Services Manager

Job title: Resident Services Manager

Location: North East England, UK

Contract: Permanent, part time

Reporting to: Resident Services Team Leader

Working pattern: Three days per week, flexibility around specific days. This is an on-site role, managing our properties in Durham, Sunderland, Stockton-on-Tees.

Company Overview

Ocasa Homes is not your typical property management company - we're redefining how residential properties are managed in the UK. Established to oversee a private investment fund's residential portfolio, we focus on delivering exceptional experiences to residents living in our high-quality, yet affordable homes.

Role Overview

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, uphold asset integrity via regular building inspections and enhance resident satisfaction by coordinating community initiatives and providing responsive, high-quality support.

This role will look after our buildings within the North East region (Durham, Sunderland and Stockton-on-Tees).

Key Responsibilities

• Lead and oversee property viewings, working to individual and team KPIs to drive occupancy and conversion. Provide regular, data-informed feedback to the Head of Resident Services 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 FM 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.

• 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.

• 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.

• Support other areas of the business, such as Lettings, during peak times.

Experience & Qualifications

• 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.

Company Benefits

• Enhanced Pension
• 25 days annual leave, plus UK bank holidays (pro rated to working pattern)
• Your birthday off
• Time off to move home
• Life assurance
• Group Income Protection
• Private healthcare via Bupa (taxable benefit)
• Commitment to your learning and development
• Employee wellness resources and events
• Employee Assistance Programme
• Regular team building events

Our Values

We have built a business to be proud of and our values are key to our ongoing growth. As well as showcasing your relevant skills and experience, we would like candidates who are interested in joining us to demonstrate how they incorporate our values in their ways of working.

Considered

We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.

Principled

We believe in doing the right thing, and we hold our principles closely in everything that we do.

Empathetic

Empathy is key to creating a culture that's open, supportive, and kind. Whether it's working with colleagues, residents, or external parties, we treat everyone with empathy.

Knowledgeable

We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do.

Additional Information

Work patterns: Shifts will range from 8:00-18:00, with 3 out of 7 days being worked, with at least 1 Saturday per month.

Regular travel is required across the portfolio, travel expenses can be reimbursed in line with the expenses policy. Travel may include overnight stays. A valid UK driving license is required for this role.

The successful candidate must, by the start of the employment, have permission to work in the UK.

We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK, employment referencing, DBS check, and depending on the role, further checks may need to be conducted.

We know that to be truly innovative, we need to have a diverse team. That is why Ocasa Homes is committed to creating an inclusive environment and is proud to be an equal opportunities employer.

We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you: 

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Company pension
• Health & wellbeing programme
• Life insurance
• Private medical insurance

Ability to commute/relocate:

• Durham: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Please state your salary expectations
• Please note the location of this role will require travel around the North East area.

Experience:

• property, hospitality or flexible workspace sector: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person