Resident Experience Manager
1 week ago
About the Role
We are seeking a highly skilled Resident Project and Complaints Manager to join our team at Deverell Smith. As a key member of our organization, you will be responsible for shaping the resident experience, managing complex projects, and ensuring regulatory compliance.
Key Responsibilities
- Customer Experience and Complaints Management
- Champion the Resident Experience
- High-Level Complaint Resolution
- Compliance and Reporting
- Drive Customer Service Standards
- Project Management and Resident Engagement
- Resident Relocation and Regeneration Projects
- Event Coordination and Resident Feedback
- Stakeholder Collaboration
- Data Analysis and Continuous Improvement
- Insights and Recommendations
- Performance Reporting
Requirements
- Proven experience in customer service, complaints handling, and project management, ideally within housing, property, or community services
- Strong organizational skills and a track record of effectively managing resident communications and expectations
- The ability to work collaboratively across teams, with managing agents, and to liaise professionally with public officials and regulators
- Excellent communication and interpersonal skills, with a proactive, solution-oriented mindset
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