Assistant Resident Services Manager

Overview

In this role, you will support the on-site management of a residential development, ensuring high-quality resident services and a positive living experience. You will lead a on-site team, coordinate service delivery, and act as a deputy to the Resident Services Manager. The position focuses on maintaining service standards, health and safety compliance, and resident engagement within a BTR or PBSA environment. This is an opportunity to shape day-to-day operations and contribute to a culture of resident satisfaction and community value.

Responsibilities

• Manage, mentor and develop a on-site team of Resident Services Associates, including rosters and training
• Oversee resident enquiries, escalated complaints, and move-in/move-out processes
• Support site operations: maintenance coordination, contractor management, property inspections, health and safety compliance
• Monitor resident satisfaction, service standards, and performance against targets
• Support resident engagement initiatives and community events
• Assist with operational reporting, budget monitoring and management of void properties
• Deputise for the Resident Services Manager when required

Key requirements

• Experience in BTR or PBSA environments
• Experience supervising or developing an on-site team
• Knowledge of residential property operations and resident services
• Experience handling resident enquiries, complaints, and service delivery challenges
• Understanding of operational targets, health and safety, and property management processes
• Strong communication and organisational skills
• Property management or customer service qualification would be advantageous but not essential

• communication
• organisation
• relationship-building
• operational reporting
• budget monitoring
• health and safety compliance

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