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
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.
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.
