Job Description

Purpose of the Role

The Residential Experience Manager provides an estate-wide residential liaison and coordination function across all three residential phases. The role ensures that resident matters involving multiple teams are joined up, appropriately allocated, actively monitored and communicated through to resolution, so residents experience a consistent, responsive and well-coordinated service.

The role sits within the Residential team and acts as the principal residential interface with Operations and other specialist functions. It improves visibility, accountability and consistency without duplicating or taking over the responsibilities of Property Management, Operations, Surveying, Technical, PODs, Concierge or other functional owners.

This role is based onsite within the management office, with a requirement to perform certain duties within the buildings around the estate.

Key Responsibilities

Cross-functional coordination and escalation

• Coordinate complex resident matters that require input from multiple teams, ensuring the right people are engaged and responsibilities are clear.
• Act as the principal residential liaison with the three-phase Operations structure and maintain visibility of issues affecting residents across the estate.
• Track progress on resident-impacting matters, identify stalled, ageing or overdue actions, and escalate delays or unresolved ownership through the appropriate management channels.
• Where matters relate to property management (e.g. lease, financial, project or material reputational implications) they are escalated to the relevant Property Manager.

Resident communications and experience

• Coordinate timely, accurate and consistent resident-facing updates for operational matters, maintenance issues, incidents, works and service disruption.
• Ensure residents receive appropriate updates while an issue remains open, including where resolution depends on several teams.
• Work with Property Management and Concierge to support a seamless resident journey and consistent messaging across all the estate.
• Ensure Concierge has the information it needs to support residents, without making Concierge accountable for resolving matters outside its remit.
• Consider the resident impact of operational activity, including access requirements, disruption, temporary closures and changes to services.
• Monitor resident feedback, requests and complaints to identify concerns requiring coordination, escalation or service improvement.

Residential Portal governance and workflow

• Act as the Residential portal super-user.
• Oversee the quality of request categorisation, allocation to the correct functional owner, monitoring, updates and closure.
• Review outstanding, ageing and overdue requests; follow up with the relevant owner and escalate where progress is inadequate.
• Maintain clear standards for recording actions, communications, ownership and outcomes so that requests remain visible throughout their lifecycle.
• Produce and use portal management information to identify recurring issues, service trends, response and resolution performance, and opportunities for improvement.
• Reinforce the portal as the primary task-management and tracking mechanism for residential requests, while recognising that direct contact may still be needed during urgent incidents.

Operational liaison and service insight

• Maintain a joined-up view of resident-impacting maintenance, operational issues and service disruptions across the estate.
• Liaise with Operations, Technical, Surveying, PODs, contractors, Insurance, Lettings and other relevant teams to coordinate resident-facing actions and information.
• Monitor the residential impact of planned works and projects, ensuring appropriate coordination of access, notices, updates and follow-up.
• Identify recurring operational issues and share evidence-based feedback with the relevant functional owner to support root-cause review and preventative action.
• Provide resident-impact insight into operational performance reviews, while leaving operational KPIs and delivery accountability with Operations and the relevant contract or functional owner.

Resident engagement and continuous improvement

• Support resident forums, surveys and other feedback mechanisms where they relate to service delivery and the residential experience.
• Identify patterns in resident sentiment and feedback and translate them into clear actions for the appropriate teams.
• Work with the Residential Services and Operations Coordinator to maintain consistent processes, records, reporting and resident communications.
• Recommend improvements to the residential service journey, cross-functional working and the use of the portal.
• Support a consistent estate-wide residential experience while recognising relevant differences between phases, resident demographics and service requirements.

Reporting, governance and business continuity

• Maintain action logs and clear records of cross-functional matters, escalations, decisions and resident-facing commitments.
• Provide regular reporting to the Head of Residential on outstanding and overdue matters, incident coordination, resident feedback, recurring issues, communications and service trends.
• Escalate significant resident impacts, risks, repeated service failures and matters requiring senior intervention.
• Ensure records and handovers are sufficiently clear to maintain continuity during annual leave or absence; work with the Residential Services and Operations Coordinator to provide appropriate reciprocal cover.
• Contribute to clear role boundaries, RACI arrangements and consistent working practices across Residential and specialist functions.

Skills, Knowledge, and Experience

Essential Experience and Skills

• 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 organisation, prioritisation, record-keeping and problem-solving skills.
• Confidence working across operational, technical and property-management functions without direct authority over all contributors.
• Ability to analyse feedback and service information, identify trends and recommend practical improvements.
• Good judgement, professionalism, discretion and an understanding of the importance of accurate records and appropriate information handling.

Desirable Experience

• Experience in a large-scale, premium residential or mixed-use estate.
• Experience with Dwellant or a comparable resident portal, case-management or task-tracking system.
• Experience coordinating incidents, maintenance communications or resident-facing activity associated with major works.
• Understanding of residential property management, service-charge environments and the responsibilities of specialist estate teams.

Personal Attributes

• Resident-focused and approachable, with a clear understanding of how communication and follow-through shape the resident experience.
• Proactive and persistent, ensuring matters do not lose momentum between teams.
• Collaborative and influential, able to build effective working relationships without overstepping functional responsibilities.
• Accountable and organised, with a strong focus on clear ownership, reliable records and follow-through.
• Calm and decisive when coordinating live incidents or competing priorities.
• Commercially aware and focused on practical, proportionate improvements.
• Committed to consistency, transparency and continuous improvement.

What Success Looks Like

• Consistently meeting or exceeding response time and resolution KPIs
• Clear, insightful reporting that drives operational improvements
• Proactive identification and escalation of issues before they impact residents
• High resident satisfaction with communication and service delivery
• Reduced backlog of open requests and improved resolution efficiency
• Strong coordination across teams, ensuring no issues fall through the cracks

Working Hours - 8.30am – 5.00pm, Monday to Friday (37.5hrs)

Salary - £50K- 55K - dependant on experience

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