Senior Resident Services Manager, East London

responsible for leading, managing, and delivering the onsite resident operations in line with the Grainger standards and proposition over multiple schemes. Responsibility includes being accountable for the financial, operational, and service performance of their communities. Responsibilities will include, but are not limited to:

• Ensure the RST deliver the resident move in and
move out process seamlessly, and all related streams are complete with in the set time frame.
• Lead and development the on-site team to excel
in the delivery of Grainger's service offering.
• Manage face-to-face enquiries from customers
and deliver consistently elevated levels of customer service at all times.
• Communicate courteously with customers and
suppliers by telephone, email, letter and face-to- face.
• Effectively manage customer complaints or any
major incidents, such as a security issue.
• Oversee contractors and inspect completed jobs
on site.
• Manage the move in / out process with the
Resident Services Team
• Ensure financial performance targets achieved., of the Year, Landlord of the Year, Asset
Manager of the Year and PRS Developer of the Year.
• Our purpose is 'Renting homes, Enriching
lives,' backed by four core values: o Every home matters o People at the heart o Leading the way o Exceeding expectations.
• We are also a leader in sustainability and
responsibility and a FTSE4Good business. We have committed to the World Green Building Council's Net Zero Carbon Buildings Commitment, and we are committed to making a positive social impact locally, encouraging our colleagues to support in the implementation of our community programmes.
• Grainger has an active colleague-led Diversity
and Inclusion Network, which is open to everyone, and provides a forum for raising awareness and promoting inclusion and engagement across the whole business. We also work in partnership with our industry to promote diversity in the real estate sector, through initiatives including Real Estate Balance and the British Property Federation's Diversity and Inclusion Champions Network.


• Educated to minimum A-Level standard or
equivalent is desirable.
• Obtained the IRPM level 4 qualification would be
advantageous.
• Previous management and leadership experience
in a complex residential property management or multi-site role in retail or hospitality is essential.
• Good technical knowledge and previous
experience of residential property repair and construction would be an advantage.
• Knowledge of Landlord and Tenants Act and
Housing / Rents Acts Legislation.
• Demonstrable understanding of H&S requirements
on site.
• Passionate about service delivery and works with a
can-do attitude.
• Ability to work to and achieve tight deadlines with
excellent organisational skills.
• Possess the ability to compile accurate reports,
competent in presenting data and performance against KPIs and taking swift actions to remedy any shortfalls
• Possess a sound understanding of legislation
relating to chemicals and dangerous substances i.e., COSHH. Promote, and by example, always ensure safe-working practices, including risk assessments.


• These are exciting times for Grainger plc, an
award-winning FTSE250 property company. As the UK's largest listed residential landlord, we are leading the way in the UK private rented sector and build-to-rent sector. Over the next five years our business will double in size, from a £3.2bn portfolio of c.9,650 rental homes in operation today, we are adding c.6,800 homes through our £1.8bn development pipeline.
• We operate in one of the most exciting property
sectors in the UK, the fast-growing modern rental housing market (referred to as the Build to Rent sector). With over 4.5m households renting mostly from individual buy-to-let landlords, the rental market is forecast to grow by 1.8m, nearly 25% by 2025, and our plans put us front and centre of this growth market.
• We are changing the way the UK rents by
creating high quality homes built specifically for renting and professionally managing all these properties ourselves. Renting in the UK has previously been considered a poor housing choice and bad value for money. We are aiming to revolutionise the UK's housing market through our professionalism and great customer service, proving that renting can be better.
• With a strong commitment to Customer
Service, we are proud that our Net Promoter Score (NPS), our primary measure of customer satisfaction, has progressively improved, rising +16pts to +34 in 2022, ahead of the likes of Google, Nike Coca Cola and Amazon.
• Grainger is a multiple award-winning business