Director of Residential Operations (Build to Rent)

Key Responsibilities

• Provide overall leadership and governance across all BTR operational activities.
• Ensure consistent implementation of operating standards, policies, and procedures across all sites.
• Take ownership of day-to-day performance across lettings, block management, and facilities management functions.
• Act as senior operational escalation points for complex resident, building, or service issues.

Mobilisation, Lease-Up & Stabilisation

• Lead mobilisation planning for new BTR schemes, including staffing models, systems, processes, and compliance readiness.
• Oversee lease-up activity to ensure occupancy, income, and service targets are achieved.
• Support pricing, leasing velocity, and renewal strategies aligned with local market dynamics.
• Ensure smooth transition from mobilisation into stabilised, business-as-usual operations.

Resident Experience & Service Excellence

• Champion a resident-first operating culture across all developments.
• Drive continuous improvement across the full resident journey, from enquiry and onboarding through to renewal.
• Ensure consistent handling of complaints, service recovery, and resident communications.
• Support community-building initiatives that enhance resident engagement, satisfaction, and retention.

People Leadership & Capability Building

• Lead, mentor, and develop high-performing central and on-site teams.
• Set clear performance expectations and KPIs for operational teams and managing agents.
• Build scalable team structures and succession plans to support portfolio growth.
• Foster a culture of accountability, professionalism, and service excellence.

Financial & Operational Performance

• Own operational budgets, forecasting, and cost control across the BTR portfolio.
• Drive improvements in rent collection, arrears management, void reduction, and cost efficiency.
• Monitor and report on key operational KPIs including occupancy, NPS, arrears, service levels, and maintenance performance.
• Identify operational efficiencies and value-enhancing initiatives in collaboration with asset management.

Compliance, Risk & ESG

• Ensure full compliance with health & safety, fire safety, building safety, data protection, and landlord obligations.
• Maintain robust governance and audit frameworks across all residential operations.
• Embed ESG principles into operational delivery, including resident wellbeing, sustainability, and social value initiatives.
• Manage operational risk and ensure readiness for regulatory change.

Experience & Qualifications

• 7–10+ years’ experience in a senior residential operations leadership role within BTR, PRS, student accommodation, or hospitality-led residential environments.
• Demonstrable experience managing multi-site residential portfolios and operational teams.
• Strong track record in lease-up delivery, stabilised operations, service improvement, and arrears reduction.
• Proven ability to manage large operational budgets and complex P&Ls.
• Excellent leadership, stakeholder management, and communication skills.
• Degree in Real Estate, Business, Hospitality, or a related discipline.
• Professional qualifications such as MRICS, ARLA, or IWFM are advantageous.

Working Environment

• London-based role with regular travel to regional BTR sites.
• Occasional out-of-hours availability required during key operational phases.

Benefits

• 22 days annual leave plus bank holidays (increasing with service).
• Birthday day off.
• Long-term career progression within a rapidly expanding national property group.