Resident Services Manager in West Lonon

The Resident Services Manager is responsible for leading, managing, and delivering the onsite resident operations in line with the Grainger standards and proposition. Responsibility includes the financial, operational, and service performance of their community.

• Manage and co-ordinate the RST and reception service, ensuring the provision of an excellent front-line service to residents via the telephone, in writing and in person.
• Keep abreast of good practice and establish new ways of providing services to customers.
• Set, review customer feedback and monitor service standards, to enhance and improve the onsite service offering.
• Be available for residents to share feedback and discuss any matters of concern.
• Ensure the RST deliver the resident move in and move out process seamlessly, and all related streams are complete with in the set time frame.
• Create resident engagement plans, using feedback from the annual Net Prompter Score (NPS) and touchpoint survey
• Effectively manage customer complaints, resolving complaints, problems, and requests from customers