Resident Experience Manager - #2177405

At LIVINGWAY, we create homes, experiences and communities where people can live how they love. Through hospitality, community, wellness and thoughtful service, we help residents feel welcomed, supported and connected throughout their time with us.

ROLE DETAILS

Job Title: Resident Experience Manager

Reports to: Chief Operating Officer (COO)

Location: Head Office Based

Contract: Full-Time | Permanent Office-Based

THE OPPORTUNITY

You will take ownership of the resident service experience, ensuring all residents receive consistent, personal and hospitality-led support throughout their stay.

As the central contact for resident communication, you will manage enquiries, coordinate appointments, oversee correspondence and connect residents with the right operational support. You will resolve matters directly wherever possible and coordinate other teams when their expertise is needed. In every case, you will keep the resident informed and remain accountable for following the matter through to a clear conclusion.

Working closely with the COO, Community Managers and operational teams, you will turn feedback into practical improvements, support resident retention and strengthen service standards across the portfolio. You will balance the detail of daily delivery with a wider view of how LIVINGWAY can continually improve.

YOUR RESPONSIBILITIES

Resident experience and service ownership

• Be the primary central contact for residents across all LIVINGWAY communities, taking responsibility for their experience from initial enquiry to resolution.

• Deliver a professional, warm and efficient service that reflects our hospitality-led approach and makes every resident feel heard.

• Manage telephone calls, emails, resident app messages and general enquiries, prioritising work according to urgency, impact and individual needs.

• Respond within company service expectations, explaining next steps, setting realistic expectations and following up proactively.

• Resolve queries within your remit using initiative and sound judgement. Recognise when specialist input or escalation is needed and act promptly.

• When another team needs to act, provide a clear handover, confirm who owns the next step and track progress until the matter is complete.

• Handle complaints calmly and empathetically, establish the facts and work towards a fair, clear resolution that helps restore trust.

• Identify opportunities to remove friction from the resident journey and create thoughtful “wow” moments that reflect residents’ needs.

Resident communication and tenancy documentation

• Coordinate the timely issue of accurate, relevant tenancy documentation to current and future residents.

• Work with operational and compliance colleagues to ensure required statutory and compliance documents are provided in line with applicable requirements and company procedures.

• Communicate tenancy-related policy updates, legislative changes and operational notices clearly, helping residents understand the practical implications.

• Maintain complete records of documents issued and correspondence relating to tenancy matters, supporting reliable follow-up and accountability.

• Identify missing information, delays and recurring errors, then work with the appropriate colleagues to improve the process.

Central communication management

• Act as the main telephone contact for the business, creating a positive first impression and handling calls professionally and efficiently.

• Coordinate communication between residents, Community Managers, leasing, maintenance, housekeeping, wellness and events teams, and external contractors.

• Provide clear updates on maintenance works, appointments, building notices and operational changes so residents know what to expect.

• Anticipate when residents will need information and communicate early, reducing uncertainty and avoidable follow-up enquiries.

• Support the preparation and distribution of announcements and resident communications in line with LIVINGWAY’s brand and service standards.

Appointments and operational coordination

• Organise bookings for property inspections, check-ins, check-outs, contractor appointments, maintenance visits and resident meetings.

• Coordinate with site and operational teams to ensure appointments are planned effectively, communicated clearly and completed on time.

• Manage changes, missed appointments and outstanding actions, taking ownership of follow-up and keeping residents informed throughout.

• Identify scheduling conflicts and operational pressures early, working with the relevant teams to minimise disruption.

• Support move-in and move-out coordination, making these important stages of the resident journey smooth, welcoming and well organised.

• Assist site teams during busy leasing periods, including supporting resident viewings when required.

Resident retention and community experience

• Build trusted relationships through reliable service, personal attention and consistent follow-through.

• Recognise concerns that may influence a resident’s decision to stay and work with colleagues to address them early.

• Support initiatives that improve satisfaction, encourage community participation and demonstrate the value of living at LIVINGWAY.

• Work with Community Managers to help residents feel recognised, included and connected to their communities.

• Review complaints, comments and service trends to identify underlying problems and recommend practical improvements.

Administration, reporting and improvement

• Keep accurate, current records of resident enquiries, correspondence, actions and resolutions within internal systems.

• Monitor response times, resolution times and service standards, identifying performance gaps and following through on agreed improvements.

• Produce clear reporting on resident satisfaction, complaints, resolutions, service trends and retention-related insights.

• Give the COO clear visibility of emerging concerns, recurring issues and opportunities to strengthen service across the portfolio.

• Follow company procedures, GDPR requirements and operational processes when handling resident information and maintaining records.

• Support improvements to customer service and operational efficiency, working collaboratively with the COO and relevant teams.

WHAT YOU WILL BRING

You will have a track record of delivering excellent customer experiences, ideally in hospitality, Build-to-Rent, property management, hotels or front of house operations. You will be able to demonstrate how you have taken ownership of challenging customer matters and brought them to a successful conclusion.

We are looking for:

• Excellent written and verbal communication, with the ability to be warm, clear and confident across different channels.

• Strong interpersonal skills and the judgement to adapt your approach to different people, circumstances and levels of urgency.

• Confident complaint handling and conflict resolution, supported by empathy, resilience and the ability to remain composed under pressure.

• Exceptional organisation, with the discipline to manage competing priorities across several communities without losing sight of the details.

• A proactive approach to solving problems: identifying what needs to happen, involving the right people and maintaining progress.

• Operational awareness and an understanding of how communication, coordination and delivery affect the resident experience.

• Commercial awareness, including how service quality influences retention, reputation and business performance.

• Confidence using resident feedback and service data to recognise patterns, assess outcomes and recommend improvements.

• Strong IT skills, including Microsoft Office and CRM or property management systems.

• The ability to build productive relationships across departments, collaborate constructively and secure follow-through on agreed actions.

HOW YOU WORK

You take pride in doing the everyday things well. You understand that exceptional service depends on accurate information, clear commitments and reliable execution as much as memorable individual moments.

You make promises thoughtfully and keep them. When another team is involved, you stay connected to the matter, check progress and make sure the resident receives an answer. You take responsibility for the quality of the experience, including when the solution depends on others.

You know when to act independently and when to escalate. You bring relevant context, a clear explanation of the issue and practical suggestions. You remain calm when priorities change and communicate honestly when expectations need to be reset.

WHAT SUCCESS LOOKS LIKE

Residents receive a consistently welcoming, personal and hospitality-led service across every LIVINGWAY community. They know who is helping them, what will happen next and when they can expect an update.

Enquiries and complaints are followed through to resolution, with clear ownership, dependable updates and fewer repeat issues. Appointments, documentation and operational handovers are accurate and well coordinated.

Resident feedback leads to practical improvements. Satisfaction, service performance and community engagement show the impact of your work, while strong relationships support resident retention.

The COO has clear, useful insight into service performance and emerging concerns. Teams work together effectively, and LIVINGWAY’s standards are upheld and continually improved.

WHY JOIN LIVINGWAY?

We are redefining modern renting through hospitality, community, wellness and exceptional resident experiences. This is an opportunity to make a visible difference across an entire portfolio and influence how we deliver our service every day.

You will work closely with operational leadership, contribute ideas and help create communities where people feel supported and at home.

If you bring care for people, sound judgement and the drive to deliver excellent results, we would love to hear from you.