Resident Services Manager – Build to Rent (BTR)

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POSITION OVERVIEW

Lead the delivery of exceptional resident services for a premium Build to Rent community. Deliver key resident experiences that align with brand expectations driving resident satisfaction retention and community engagement while ensuring full compliance with the residential tenancy legislative framework.

KEY RESPONSIBILITIES

Resident Experience & Customer Excellence:

• Lead the resident journeyfrom leasing to long-term livingcreating experiences that feel personal seamless and welcoming.

• Support the leasing process to maximise returns and minimise vacancy including conducting inspections and actively engaging residents on retention strategies.

• Maintain a visible on-site presence and deliver an energetic efficient approach ensuring memorable experiences across all resident journey touchpoints; proactively resolve issues and concerns.

• Embody and deliver service standards that exceed resident expectations and drive positive reviews and referrals.

• Take initiative to ensure all interactions with residents and stakeholders are positive and productive.

• Liaise with the Community Manager to manage resident communications including newsletters digital platforms and feedback systems (e.g. surveys).

• Coordinate with Leasing and Facilities teams to ensure seamless resident move-in and move-out processes.

• Implement proactive resident retention strategies through engagement and service excellence.

Tenancy Management & Compliance:

• Maintain a strong understanding of leasing functions ensuring all matters are handled promptly and professionally.

• Oversee accurate tenancy record keeping lease administration and documentation management.

• Monitor routine inspection schedules and ensure timely completion.

• Conduct entry and exit inspections with proper documentation and follow-up actions.

• Collaborate with the Leasing team on lease renewal strategies planning and delivery ensuring rental yield optimisation.

• Contribute to setting rental rates in conjunction with the Leasing team.

• Assist in identifying ancillary revenue opportunities while enhancing resident value and experience.

• Liaise with the Maintenance Manager to ensure all maintenance requests are properly logged and resolved within a reasonable timeframe.

• Ensure all bonds are correctly lodged for tenancy agreements.

• Manage bond refunds at the end of tenancies ensuring timely finalisation and cost recovery where applicable.

• Handle escalated resident concerns with strong negotiation and conflict resolution skills while adhering to tenancy regulations.

• Represent the property owner at QCAT tribunal hearings and other legal proceedings as required.

• Implement and monitor arrears management strategies to meet key performance indicators (KPIs).

Community Engagement:

• Play an integral role in planning and delivering resident events activities and initiatives that activate spaces and build community.

• Design and implement programs that foster resident connections and enhance the living experience.

• Work with the Community Manager to develop partnerships with local businesses and service providers to enhance resident lifestyle offerings.

Operational Excellence & Risk Assessment:

• Ensure compliance with workplace health and safety requirements across all operations.

• Maintain strict confidentiality of sensitive management and resident matters.

• Monitor and report on service delivery metrics and operational performance.

Communication & Reporting:

• Actively contribute to weekly property team meetings ensuring alignment and sharing resident feedback insights.

• Assist in preparing comprehensive reports on resident satisfaction and feedback for stakeholders.

• Compile reports on portfolio performance including management numbers vacancies (current and upcoming) lease breaks and arrears.

• Communicate effectively both written and verbal with all stakeholder groups.

• Actively listen to feedback and implement improvements through decisive action.

• Coordinate with leasing teams to ensure accurate rent roll management and reporting.

Success Metrics:

• High resident satisfaction scores and positive feedback ratings

• Strong resident retention rates and low turnover

• Arrears maintained within agreed KPI thresholds

• Full compliance with residential tenancy legislation and safety requirements

• Timely and accurate completion of operational tasks

• Positive stakeholder relationships and strong collaboration

• High levels of community engagement and event participation

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

At JLL we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities we analyze your application for relevant skills experiences and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role yourepursuing.

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Jones Lang LaSalle (JLL) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process including the online application and/or overall selection process you may email us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.