Resident Services Assistant

  • urbanbubble
Company: urbanbubble
Salary: £20,500 to £25,000
Location: Manchester
  • Full Time
  • Anywhere

An integral role to drive all lettings activity, delivering resident engagement initiatives and managing customer services onsite at a prestigious scheme in Manchester

Reports to: Resident Services Manager 

Location: Manchester City Centre

Hours of work: 40 hours per week: 8.30 to 5.30 Monday to Friday, with occasional weekend and evening work required for viewings and events 

Salary: £20,500 to £25,000

Purpose of the role

Responsible for administering all tenancies at an exciting new flagship development in Manchester, from the first point of contact through to complete departure and deposit return. The highly efficient Resident Services Assistant will play a key role in our community, ensuring that all resident files are 100% accurate and compliant so that the Resident Services Manager is fully supported in delivering the best customer service to existing residents and new prospects.


Marketing & Advertising

  • Proficiently articulate the value proposition of the property
  • Deliver a positive and consistent personal experience with all customers and visitors
  • Confidently manage enquiries and viewings when the Resident Services Manager is off site
  • Monitor all advertising and daily update availability on the management system
  • Update property Facebook page three times per week

Generate new lets

  • Daily management of 100% of leads into internal management system
  • Conduct 3 follow ups per lead
  • Follow up with a phone call to every prospective resident within 24 hours of a property tour. Additional follow up via e-mail to take place within 48 hours

Arranging Tenancies:

  • Completing UK residency checks via Right to Rent and obtaining all required referencing prior to accepting a tenancy
  • Converting prospects into approved residents in the management information system, ensuring complete accuracy of contact details and resident preferences
  • Working with the Finance team to ensure that reservation fees, move in monies and deposits are receipted in advance of the tenancy start date
  • Liaising with the Resident Services Manager and Facilities Manager to ensure that pre-tenancy works and cleans are scheduled and completed prior to the move in date
  • Arranging check ins – ensuring legal documentation is accurate
  • Ensuring that all administrative works are completed in a timely manner so that all move ins take place on the scheduled date
  • Registering the residents deposit in a secure deposit scheme
  • Drafting AST’s and tenancy documents
  • Preparing handover packs & tenants guides
  • Quarterly internal inspections of the apartments are required, reporting where there is a maintenance issue or something which needs attention and actioning this promptly


  • Running reports 3 months prior to end of tenancy and liaising with residents accordingly to agree renewals. Negotiating rental increases in line with market rent
  • Promptly following up all correspondence relating to tenancy renewals and extensions so that all apartments have a minimum of two months marketing time
  • Prepare memorandums to formalise any lease extensions, ensuring residents sign and return renewal documentation in timely manner and make payment of fees accordingly
  • Ensuring that renewals are treated with the same priority as other administrative duties so that existing tenancies do not go in to a periodic status

Check Outs:

  • Arranging check out appointment and liaising with the residents regarding deductions where required
  • Arranging for deposits to be released in a timely manner – in line with legislation and company procedure
  • Releasing all deposits within the timescales outlined within the company KPIs and any targets set by the General Manager

Qualifications desirable:    

  • ARLA qualification (or working towards) or lettings experience
  • First Aid
  • Health & Safety

Experience required:

  • String customer service, including negotiation skills and dealing with difficult situations
  • Proficient in the use of Microsoft office packages including Word, Excel and Outlook as well as other systems such as databases or booking systems (training on in house systems will be provided)


  • Proactive, positive and can do
  • Enthusiastic and passionate about customer service
  • Professional and credible

urbanbubble requires people who are professional, hard working, innovative, passionate; who are effective in their roles and who truly engage with the customer.

Click here to apply online

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