Resident Experience Manager

1 week ago


London, Greater London, United Kingdom deverellsmith Full time £45,000 - £50,000
Resident Project and Complaints Manager

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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