Resident Services Manager

Resident Services Manager - Baltic Yard, Liverpool

At Dandara Living, we're proud to be one of the UK's foremost designers, developers, and operators of large-scale Build to Rent communities. Our mission is simple: craft exceptional homes and vibrant neighbourhoods that set a new standard for rental living. Baltic Yard offers contemporary apartments with panoramic river views, state-of-the-art communal lounges, a fully equipped gym, landscaped terraces, and an on-site café. With excellent transport links, local shops, bars and cultural attractions on your doorstep, Baltic Yard combines modern convenience with community spirit.

• Hours: 40 hours per week, 8 hour shifts
• Shifts: Monday to Friday with one Saturday per month for events or holiday cover
• Flexibility: Occasional early starts (from 8am), or sometimes later finishes (up to 7 pm)

• Lead and line-manage the Resident Services team, encompassing both concierge and leasing functions
• Oversee leasing procedures from first viewing through to move-out, coordinating with the Regional Leasing Manager to meet occupancy and retention targets
• Deliver first-class customer service, manage resident communications and complaints, and support the Resident Engagement strategy through events and initiatives
• Prepare, train and mentor your team, monitor KPIs, conduct regular performance reviews, and ensure adherence to company processes and health & safety checks
• Manage onsite asset performance by contributing to budget awareness, procurement processes, cost-control measures and maintaining presentation standards of apartments and communal areas

Essential

• Previous management experience in residential property, hospitality, BtR, PRS or PBSA sectors
• Experience in lettings (agency or Build to Rent) Resident Services Management
• Strong customer service skills, including negotiation and complaints handling
• Working knowledge of Right to Rent, deposit protection rules and relevant legislation
• IRPM or ARLA qualification, or willingness to undertake training and complete within 6 months
• Proven ability to drive team performance against KPIs and motivate colleagues

• Salary: £32-£37,000 based on experience plus discretionary bonus
• Holiday: 25 days' annual leave + option to buy 5 more
• Pension: Employee 5%, employer 3%
• Life Assurance: 3 salary
• Benefits: Employee Assistance Programme, virtual medical support, cycle-to-work scheme, Health Assured Wisdom App, My Benefits discount platform, quarterly recognition awards and many more

We do not accept agency applications-any speculative CVs will be classed as unsolicited and considered a free gift.