Resident Experience Manager

As our Resident Experience Manager, you will be responsible for leading the day-to-day operations of the Resident Services function, ensuring an exceptional resident experience throughout the customer journey. 

You will provide leadership and support to the Resident Services team, overseeing service delivery, performance management, resident communications, complaints handling, deposit administration, legal processes, and resident retention initiatives. You will drive a customer-first culture, ensuring residents receive a consistently high standard of service whilst maintaining compliance with company policies and legislative requirements. 

The successful candidate will be a highly organised and resilient leader with excellent time management skills, the ability to work under pressure, and experience managing a high-performing team within a fast-paced Build to Rent (BTR), residential property, hospitality, or customer service environment.

Team Leadership & Performance 

• Lead, motivate, and develop the Resident Services team to deliver exceptional resident experiences. 

• Conduct weekly team huddles to communicate priorities, service updates, performance expectations, and business objectives. 

• Hold regular one-to-one meetings with team members, providing coaching, support, and performance feedback. 

• Monitor team workloads, productivity, and service levels to ensure operational excellence. 

• Identify training needs and support ongoing professional development.

• Foster a positive, collaborative, and resident-focused team culture. 

Resident Experience & Customer Service 

• Champion a resident-first approach across all interactions and touchpoints. 

• Ensure all resident enquiries are handled professionally, efficiently, and within agreed service standards. 

• Oversee inbox management, ensuring communications are prioritised, allocated, and resolved promptly.

• Drive resident satisfaction initiatives and continuously seek opportunities to improve service delivery. 

• Monitor and improve online reputation through resident reviews and feedback programmes. 

• Analyse customer feedback, complaints, and satisfaction metrics to identify trends and implement improvements.

Complaints Management 

• Take ownership of escalated resident complaints from initial receipt through to resolution. 

• Ensure complaints are managed fairly, professionally, and within company timeframes. 

• Identify recurring issues and implement corrective actions to improve resident experience. 

• Prepare complaint trend analysis and reporting for senior leadership. 

• Deposit Management & Move-Out Process 

• Oversee the end-of-tenancy and move-out process, ensuring a seamless resident experience. 

• Ensure deposit returns and deductions are assessed fairly, accurately, and processed within required timescales. 

• Review supporting evidence and approve deposit deduction recommendations where required. 

• Monitor move-out performance metrics and identify opportunities to reduce resident churn. 

• Resident Retention & Churn Management 

• Support initiatives designed to improve resident retention and reduce avoidable churn. 

• Analyse termination trends and resident feedback to understand factors influencing moveouts. 

• Work collaboratively with internal stakeholders to improve resident retention strategies. 

• Ensure residents receive consistent support throughout the notice and move-out process.

Legal & Compliance Oversight 

• Oversee legal processes relating to tenancy management and resident matters. 

• Ensure legal notices, tenancy documentation, and resident communications comply with current legislation and company policy. 

• Support legal case preparation and liaise with external legal partners where required. 

• Monitor compliance across the resident lifecycle and identify areas of risk. 

• Reporting & Operational Management 

• Produce regular operational reports for the Property Operations team and senior leadership. 

• Track key performance indicators including: 

• Resident satisfaction 

• Complaint volumes and resolution times 

• Deposit return performance • Churn and retention rates 

• Team productivity and service levels 

• Report significant incidents, risks, and emerging trends to the Property Operations team. 

• Support continuous improvement initiatives and operational efficiencies. 

• Stakeholder Management 

• Work closely with Property Management, Lettings, Tenancy Progression, Maintenance, and wider operational teams. 

• Ensure consistent communication and a joined-up approach to resident service delivery. 

• Escalate complex resident issues appropriately and provide recommendations for resolution. 

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

Essential 

• Personal Attributes 

• Resident-focused and passionate about delivering exceptional service.

• Positive, resilient, and adaptable. 

• Calm under pressure and able to make sound decisions. 

• Proactive and solutions-driven. 

• Strong leadership presence with the ability to motivate and inspire others. 

• Collaborative and committed to continuous improvement. 

• Professional, accountable, and highly organised