Resident Experience Manager
# Resident Experience Manager **Livolve** · Manchester M4 6WX · `On-site` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Indeed* --- ### About the Role At LIVINGWAY, we are dedicated to empowering individuals and communities through innovative solutions and exceptional service. Rooted in excellence, integrity, and collaboration, we strive to create meaningful impact in everything we do. Our organisation is built on strong values and a vision to inspire positive change. Whether in the workplace or the communities we serve, LIVINGWAY is a place where passion meets purpose, high standards matter, and everyone is encouraged to grow, thrive, and succeed. We don’t just manage buildings. We create homes, experiences, and communities where people can truly live how they love. Delivering on that promise takes exceptional people: people who care deeply, take ownership, exercise sound judgement, and follow through. - Job Title / Resident Experience Manage r - Reports To / Chief Operating Officer (COO) - Location / Head Office Based - Contract Type / Full-Time | Permanent Role Overview The Resident Experience Manager will take ownership of the resident service experience across all LIVINGWAY communities, ensuring every resident receives a consistent, personal, and hospitality-led experience throughout their tenancy. As the central point of contact for resident communication, you will combine outstanding service with operational precision. You will manage correspondence, coordinate appointments, uphold service standards, and bring the right people together to resolve resident matters quickly and effectively. Whether you resolve an issue yourself or coordinate its resolution through another team, you will remain accountable for keeping the resident informed and ensuring the matter reaches a clear conclusion. We are looking for someone who anticipates needs, spots opportunities, and acts with confidence. Someone who can turn a difficult conversation into renewed trust, recognise a recurring issue and drive an improvement, and deliver thoughtful “wow” moments that make residents feel genuinely valued. You will play a central role in shaping the resident journey, strengthening retention, and helping LIVINGWAY continuously raise its service standards. Working closely with the COO and operational teams, you will translate resident feedback into practical improvements and measurable results. Success requires warmth, judgement, resilience, and exceptional organisation. You will need to be equally comfortable handling the detail of daily service delivery and challenging how we can do things better. Key ResponsibilitiesResident Experience & Customer Service Ownership - Act as the primary central contact for resident communication across all LIVINGWAY communities, taking ownership of the experience from first contact through to resolution. - Deliver exceptional customer service that is professional, personal, efficient, and consistent with LIVINGWAY’s hospitality-led approach. - Manage incoming phone calls, emails, resident app messages, and general enquiries, prioritising effectively according to urgency, impact, and resident needs. - Ensure all correspondence is responded to within company service level expectations, with clear next steps and proactive follow-up. - Resolve resident queries directly wherever possible, using sound judgement and initiative within your remit. - Where another department’s input is required, provide a clear handover, establish ownership, and track progress through to completion. - Monitor resident satisfaction and identify opportunities to remove friction and improve the tenancy journey. - Create and coordinate thoughtful “wow” moments and resident engagement initiatives that reflect individual needs and strengthen connection to LIVINGWAY. - Handle complaints with empathy, confidence, and a clear focus on resolution, restoring trust and identifying lessons that improve future service. - Ensure every interaction reflects LIVINGWAY’s tone, values, and brand standards. Resident Communication & Tenancy Documentation - Coordinate and provide current and future residents with all relevant tenancy documentation accurately, professionally, and on time. - Ensure residents receive required statutory and compliance documentation in line with current legislation and company procedures. - Support clear, timely communication of tenancy-related legislative changes, policy updates, and operational notices, helping residents understand what these mean for them. - Work closely with operational and compliance teams to keep documentation processes accurate, compliant, and up to date. - Maintain complete and reliable records of documentation issued and correspondence relating to tenancy matters. - Identify gaps, delays, or recurring errors in documentation processes and work with the relevant teams to address them. Central Communication Management - Act as the main phone answering contact for the business, creating an excellent first impression and ensuring calls are handled professionally and efficiently. - Coordinate communication between residents, Community Managers, leasing teams, maintenance teams, housekeeping, wellness and events teams, and external contractors. - Ensure residents receive regular, clear updates on maintenance works, operational changes, appointments, and building notices. - Anticipate where residents will need information and communicate proactively. - Support the creation and distribution of resident communications and announcements, ensuring they are accurate, useful, and aligned with the LIVINGWAY brand. - Uphold consistent customer service standards across all sites, identifying gaps and working collaboratively to resolve them. Appointment & Operational Coordination - Coordinate and manage bookings for property inspections, check-ins, check-outs, contractor appointments, maintenance visits, and resident meetings. - Work closely with operational and site teams to ensure appointments are well planned, clearly communicated, and completed efficiently and on time. - Take ownership of follow-up where appointments change, are missed, or require further action, keeping residents informed throughout. - Anticipate scheduling conflicts and operational pressures, resolving issues early to minimise disruption. - Assist with move-in and move-out coordination, helping make these important stages of the resident journey smooth and well organised. - Support site teams during busy leasing periods, including assisting with resident viewings when required. Resident Retention & Experience Enhancement - Support resident retention through exceptional service, strong relationships, and early identification of concerns that may affect a resident’s decision to stay. - Develop and support initiatives that improve resident satisfaction, strengthen community engagement, and demonstrate the value of living at LIVINGWAY. - Monitor resident feedback, complaints, and service trends to identify underlying issues and recommend practical improvements. - Work collaboratively with Community Managers to ensure residents feel recognised, valued, and connected to their communities. - Support resident engagement activities and experiences across the portfolio. - Assess the impact of service and engagement initiatives, using feedback and available data to refine what we do. Administration, Reporting & Continuous Improvement - Maintain accurate, up-to-date records of resident communication, issues, actions, and resolutions within internal systems. - Monitor response times, resolution times, and service standards, identifying where performance needs attention and following through on improvements. - Produce clear, actionable reporting on resident satisfaction, complaints and resolutions, response times, service trends, and retention-related insights. - Use reporting to highlight patterns, explain their impact, and recommend action. - Ensure compliance with company procedures, GDPR requirements, and operational processes. - Support the COO in improving customer service and operational efficiency across the portfolio. - Identify opportunities to simplify processes and reduce avoidable administration while maintaining accuracy, accountability, and service quality. Skills & Experience Required - A strong track record of delivering exceptional customer experiences, ideally within hospitality, Build-to-Rent, property management, hotels, or front-of-house operations. - Evidence of taking ownership of complex customer issues and seeing them through to a successful resolution. - Exceptional written and verbal communication skills, with the ability to communicate warmly, clearly, and confidently. - Strong interpersonal skills and the judgement to adapt your approach to different people, situations, and levels of urgency. - Excellent organisational and administrative abilities, with the discipline to maintain accuracy and follow-through across multiple communities and competing priorities. - Confident complaint-handling and conflict-resolution skills, including the ability to remain calm, empathetic, and decisive under pressure. - A proactive, solutions-focused approach: you identify what needs to happen, involve the right people, and keep progress moving. - High attention to detail and consistently high personal service standards. - Operational awareness and an understanding of how communication, coordination, and execution shape the resident experience. - Commercial awareness, including an understanding of how service quality influences resident retention, reputation, and business performance. - Confidence using resident feedback and service data to identify trends and improve outcomes. - Strong IT skills, including CRM or property management systems and Microsoft Office. - The ability to collaborate effectively across departments, build trusted working relationships, and secure follow-through. - A positive, customer-first mindset, with the resilience and adaptability to thrive in a fast-paced operational environment. The Approach We’re Looking For You take pride in getting the detail right and understand that exceptional service depends on consistent execution. You make clear commitments and keep them. When something needs another team’s involvement, you stay engaged until the resident has an answer and the next steps are delivered. You recognise when to act independently and when to escalate. You bring context, judgement, and proposed solutions to the conversation. You are comfortable being accountable for results, receiving feedback, and improving your approach. You set high standards for yourself and help others deliver theirs through clear communication and constructive collaboration. Above all, you care about the experience people have and take personal responsibility for making it better. What Success Looks Like in This Role - Residents receive a consistently exceptional, hospitality-led experience across all LIVINGWAY communities. - Communication is timely, accurate, personal, and proactive, with residents clear on what is happening and what to expect next. - Queries and complaints are owned through to resolution, with effective follow-up and fewer repeat issues. - Resident satisfaction and positive feedback demonstrate the quality and consistency of service. - Appointments, documentation, and operational handovers are managed reliably and accurately. - Strong coordination between residents and operational teams leads to smoother service delivery. - Resident feedback produces practical, measurable improvements across the portfolio. - Service delivery contributes to stronger resident retention and positive community engagement. - The COO has clear visibility of service performance, emerging concerns, and opportunities for improvement. - LIVINGWAY’s service standards are consistently upheld and continually elevated. Why Join LIVINGWAY? At LIVINGWAY, we are redefining modern renting through hospitality, community, wellness, and exceptional customer experiences. This is an opportunity for someone with high standards and a strong sense of ownership to make a visible impact across an entire portfolio. You will work closely with operational leadership, influence how we deliver service, and help shape the experience of everyone who calls LIVINGWAY home. If you combine genuine care for people with the drive, judgement, and discipline to deliver exceptional results, we want to hear from you. Pay: £30,000.00-£35,000.00 per year Benefits: - Company pension - Employee discount - Health & wellbeing programme Application question(s): - What attracts you to taking ownership of the resident experience at LIVINGWAY, and which achievement best demonstrates what you would bring to this role? - Tell us about a time you inherited a resident or customer issue that had already been mishandled or left unresolved. How did you take ownership and rebuild trust? - Describe a recurring service problem you identified and helped improve. What prompted you to act, what did you change, and what evidence showed it worked? - If you joined LIVINGWAY, what would you want to understand in your first month, and what three measures would you use to assess whether the resident experience was improving? Experience: - Customer service: 3 years (required) - Yardi: 2 years (required) Work Location: In person
Наблюдалась 2026-10-19, впервые 2026-10-19, источник — Indeed.