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About the Role

The Residential Experience Manager serves as an estate-wide liaison, coordinating residential matters across all phases to ensure a consistent, responsive, and well-coordinated resident service. This role acts as the primary residential interface with Operations and other specialist functions, improving visibility and accountability without duplicating existing responsibilities.

Responsibilities

Coordinate complex resident matters requiring input from multiple teams, ensuring clear responsibilities and engagement.
Act as the principal residential liaison with the three-phase Operations structure, maintaining visibility of resident issues.
Track progress on resident-impacting matters, escalating delays or unresolved ownership.
Escalate matters with property management implications (lease, financial, reputational) to the relevant Property Manager.
Coordinate timely, accurate, and consistent resident-facing updates for operational matters, maintenance, incidents, and service disruptions.
Ensure residents receive appropriate updates on open issues, even when resolution involves multiple teams.
Collaborate with Property Management and Concierge to support a seamless resident journey and consistent messaging.
Provide Concierge with necessary information to support residents without making them accountable for resolution.
Assess the resident impact of operational activities, including access, disruption, and service changes.
Monitor resident feedback, requests, and complaints to identify coordination, escalation, or service improvement needs.
Act as the Residential portal super-user, overseeing request quality, categorization, allocation, monitoring, updates, and closure.
Review and follow up on outstanding, ageing, and overdue requests, escalating where progress is inadequate.
Maintain clear standards for recording actions, communications, ownership, and outcomes.
Utilize portal management information to identify recurring issues, service trends, and performance opportunities.
Reinforce the portal as the primary task-management and tracking mechanism for residential requests.
Maintain a unified view of resident-impacting maintenance, operational issues, and service disruptions.
Liaise with Operations, Technical, Surveying, PODs, contractors, and other teams to coordinate resident-facing actions and information.
Monitor the residential impact of planned works and projects, coordinating access, notices, updates, and follow-up.
Identify recurring operational issues and provide feedback to functional owners for root-cause review.
Provide resident-impact insights into operational performance reviews.
Support resident forums, surveys, and feedback mechanisms related to service delivery and experience.
Identify patterns in resident sentiment and feedback, translating them into actionable items for relevant teams.
Maintain consistent processes, records, reporting, and resident communications with the Residential Services and Operations Coordinator.
Recommend improvements to the residential service journey, cross-functional working, and portal utilization.
Support a consistent estate-wide residential experience while acknowledging phase-specific differences.
Maintain action logs and clear records of cross-functional matters, escalations, decisions, and commitments.
Provide regular reporting to the Head of Residential on outstanding matters, incident coordination, feedback, trends, and communications.
Escalate significant resident impacts, risks, repeated service failures, and matters requiring senior intervention.
Ensure clear records and handovers for continuity during absences, providing reciprocal cover with the Residential Services and Operations Coordinator.
Contribute to clear role boundaries, RACI arrangements, and consistent working practices across Residential and specialist functions.

Requirements

Experience in residential property, resident services, hospitality, customer experience, estate management, or a comparable multi-stakeholder service environment.
Demonstrable experience coordinating complex issues involving several teams or service providers.
Strong resident or customer communication skills, including managing expectations during delays, incidents, or service disruption.
Experience using a case-management, property-management, CAFM, or similar system to record, track, and report requests.
Ability to monitor actions, identify overdue matters, follow up constructively, and escalate appropriately.
Strong organization, prioritization, record-keeping, and problem-solving skills.
Confidence working across operational, technical, and property-management functions without direct authority.
Ability to analyze feedback and service information, identify trends, and recommend practical improvements.
Good judgment, professionalism, discretion, and an understanding of accurate record-keeping and information handling.
Experience in a large-scale, premium residential or mixed-use estate (Desirable).
Experience with Dwellant or a comparable resident portal, case-management, or task-tracking system (Desirable).
Experience coordinating incidents, maintenance communications, or resident-facing activity associated with major works (Desirable).
Understanding of residential property management, service-charge environments, and the responsibilities of specialist estate teams (Desirable).

Skills

Cross-functional coordination
Escalation management
Resident communication
Case management system usage
Action monitoring
Prioritization
Record-keeping
Problem-solving
Feedback analysis
Reporting
Business continuity planning
Influencing
Collaboration

Location

Onsite

Work Type

Onsite
Full-time

Experience Level

Mid-level

Salary/Compensations

£50,000 - £55,000