Are you passionate about creating meaningful connections and delivering exceptional service? We are actively looking for a Resident Services Manager to join our team and make a lasting impact in the lives of residents and stakeholders!
About the Role
As a Resident Services Manager you will be the key face of Mosaic in our Mosaic Bespoke Buildings, delivering proactive, value-driven service, while fostering trusted relationships with residents and stakeholders.
You will be under the direct report of the Operations Manager of Property Management, and your role will play an integral part in representing Mosaic’s long-term commitment to care and excellence, the Resident Services Manager ensures every interaction reflects the high standards of the brand.
By proactively meeting KPI’s, identifying and escalating issues early, and ensuring seamless operations, upholding lasting quality within the Bespoke community.
Your role is vital in enhancing the living experience and ensuring seamless day-to-day operations.
Key Responsibilities
Resident Service Management
* Be the first point of contact for residents, delivering exceptional customer service while managing building inductions, move-ins, and move-outs.
* Provide guidance on amenities and by-laws, coordinate community events, and maintain relationships with vetted local suppliers.
* Proactively handle resident inquiries via various communication portals, ensuring efficient issue resolution and accurate record-keeping.
* Additionally, you'll support maintenance requests, monitor amenity bookings, and foster a connected residential culture.
* Readiness to operate in accordance with the company’s established expectations.
Site Coordination
* Be the primary contact for the Body Corporate Committee nominee, supporting caretaking and administrative tasks, this will include monitoring CCTV, managing visitor and contractor registrations, maintaining security logs, and conducting daily walkthroughs to ensure cleanliness, compliance, and safety.
* Oversee resident communications, prepare reports and newsletters, issue building notices, and ensure key management and office supplies are well maintained. As well as record incidents, coordinate lost and found items, and provide guidance on by-laws.
* Welcome new residents with essential information and gathering resident feedback to enhance service quality and community engagement.
Property Management Administration
* Support the relevant Client Experience Executive with end-to-end administration tasks as required.
General requirements
* Ensure adherence to industry regulations and company policies through ongoing training and updates.
* Leading by example, you will monitor KPIs, mentor peers, and drive service excellence while professionally managing all communications.
What We're Looking For
Strong communication skills and a passion for community engagement are key.
Experience:
* Hold relevant experience within the residential building operations, by-laws and basic facilities management. Proficiency and knowledge in using property management software is beneficial but not essential.
Exceptional Customer Service:
* A solutions-focused professional who cares for residents and is committed to delivering outstanding service.
Strong Communication:
* Clear, professional, and confident in both verbal and written communication, including formal notices.
Excellent Organisation:
* Highly organised with strong time management and attention to detail.
* Proactive Mindset that takes initiative and holds commitment.
* A team player who works well with internal teams and external stakeholders while managing tasks independently.
If you're passionate about efficiency, thrive in a fast-paced environment, and love turning challenges into opportunities, we’d love to hear from you!