Resident Services Team Leader

Resident Services Team Leader

📍 London | 🕒 Full Time, 35 Hours per Week | 💷 £51,851

Are you an experienced housing professional with a passion for delivering outstanding resident services and leading high-performing teams? Do you thrive in a fast-paced environment where you can make a genuine difference to people's lives and communities?

We're recruiting on behalf of a well-established and community-focused housing provider seeking a Resident Services Team Leader to lead a frontline team delivering excellent tenancy management, estate services and resident support.

This is an exciting opportunity to play a key role in shaping services, driving performance and ensuring residents receive a safe, responsive and customer-focused experience.

The Role

As Resident Services Team Leader, you'll oversee a team responsible for delivering high-quality housing and estate management services while ensuring compliance with regulatory requirements and evolving sector standards.

You'll lead from the front, supporting your team to provide excellent customer service, resolve complex tenancy issues, manage complaints effectively and build strong relationships with residents.

Key responsibilities include:

• Leading and motivating a team of Resident Services Specialists
• Ensuring high standards across tenancy and estate management services
• Supporting vulnerable residents and managing complex housing cases
• Overseeing Stage 1 complaints and ensuring timely, empathetic resolutions
• Driving performance against Tenant Satisfaction Measures (TSMs) and key service KPIs
• Ensuring compliance with housing regulation, including home safety requirements and Awaab's Law obligations
• Conducting tenancy audits, estate inspections and service improvement initiatives
• Managing utility and Council Tax processes relating to void properties
• Creating positive resident experiences from initial enquiry through to long-term tenancy

About You

We're looking for an experienced housing professional who combines strong operational knowledge with exceptional leadership skills.

You'll have:

✅ Experience leading a housing management, tenancy management or resident services team

✅ A solid understanding of social housing regulation and the Regulatory Standards

✅ Knowledge of tenancy management and housing legislation, including awareness of Awaab's Law

✅ Strong problem-solving and decision-making abilities

✅ Confidence handling difficult conversations and challenging situations

✅ Excellent communication and stakeholder management skills

✅ A commitment to delivering exceptional services for residents and communities

A relevant housing qualification, or willingness to work towards one, would be advantageous.

What's on Offer?

You'll be joining an organisation committed to investing in its people, offering an excellent package that includes:

• 28 days annual leave plus bank holidays
• Pension scheme with up to 10% employer contribution
• Health and wellbeing benefits
• Subsidised gym and fitness membership
• Employee Assistance Programme providing legal, financial and counselling support
• Option to buy and sell annual leave
• Supportive and collaborative working environment
• Genuine opportunities for professional development and career progression

This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business.