Resident Experience Coordinator

The Resident Experience Coordinator plays a key role in delivering an exceptional resident experience throughout the tenancy lifecycle. This position is responsible for resident communications, tenancy administration, complaints management, legal processes, reporting and operational support, ensuring services are delivered efficiently, professionally and in compliance with company policies and legislation.

Acting as a primary point of contact for residents, the successful candidate will work closely with internal teams, contractors and external stakeholders to support the smooth operation of Leaf Living's portfolio while maintaining high standards of customer service and operational excellence.

Resident Services & Communication

• Act as a key point of contact for residents, delivering a professional and customer-focused service.
• Manage resident enquiries via phone, email and company systems within agreed service standards.
• Maintain accurate records of all resident interactions and tenancy information.
• Provide proactive communication regarding tenancy matters, maintenance updates and service information.
• Support residents with property-related services and technology where required. 

Resident Lifecycle Management

• Manage the resident journey from move-in through to move-out.
• Coordinate onboarding, tenancy changes, inspections and termination processes.
• Maintain accurate resident and property records at all times.
• Support initiatives that enhance resident satisfaction and retention. 

Arrears, Notices & Legal Administration

• Support the management of rent arrears cases in line with company procedures.
• Prepare and administer tenancy notices and legal documentation.
• Liaise with legal representatives and coordinate possession-related activity where required.
• Maintain accurate records and escalate risks or compliance concerns appropriately.

Complaints Resolution

• Manage complaints through to resolution in a professional and timely manner.
• Investigate issues fairly and provide clear, accurate responses.
• Monitor complaint trends and identify opportunities for service improvement.
• Escalate complex or high-risk cases when necessary. 

Administration, Compliance & Reporting

• Maintain tenancy records, operational documentation and company systems.
• Support compliance requirements, audits and data protection standards.
• Produce regular operational reports and performance information.
• Monitor service levels, identify risks and contribute to process improvements. 

Team & Operational Support

• Work collaboratively across Property Operations, Maintenance, Finance and external partners.
• Support departmental objectives and continuous improvement initiatives.
• Champion company values and contribute to a positive team culture.
• Assist colleagues and support onboarding of new team members where required

This list is not exhaustive and may vary over time as required.

Essential

• Experience within customer service, housing, property management, lettings or a similar operational environment.
• Excellent communication and stakeholder management skills.
• Strong organisational and administrative abilities.
• Experience managing high volumes of enquiries and competing priorities.
• Experience handling complaints and resolving customer issues.
• Strong attention to detail and proficiency with Microsoft Office and CRM systems.
• Ability to work independently and collaboratively within a team. 

Desirable

• Knowledge of residential property management and housing legislation.
• Experience managing tenancy notices, possession processes or legal administration.
• Experience within Build to Rent, Single Family Housing or residential property management.
• ARLA qualification or willingness to work towards a professional qualification.