We are working with Private Rental Developer who are in the process of setting up their Residential Service Hub in the North West London area. They have around 400 high quality properties under management with a strong long-term growth strategy and the funds to complete these. They are looking to add around 1000 properties annually, currently initially focusing on the Home Counties. They have a need for a Resident Services Lead to support tenants with their queries and resolve issues, supporting them from when they first move in. Working closely with property managers, operational teams and on-site staff, you will help ensure enquiries, maintenance requests and resident communications are handled consistently across the portfolio. You will also support the effective use of systems and contribute to maintaining strong service standards as the portfolio continues to grow, giving you the opportunity to grow with the business. You will: Resident Enquiries & Communication* Act as a first point of contact for resident enquiries across phone, email and digital platforms.* Provide clear and timely responses, making sure queries are followed through to resolution.* Log and manage enquiries and service requests within property management or CRM systems. Complaints Management* Manage resident complaints, ensuring they are recorded, investigated and resolved in line with company procedures.* Maintain accurate records.* Escalate more compl...