Resident Experience Manager

The Resident Experience Manager supports in the delivery of the day-to-day resident experience objectives of the property in order to achieve occupancy and retention goals. Leading the team by example you will contribute towards building a vibrant, safe and welcoming community our residents enjoy being a part of.

JOB DESCRIPTION

Key Role Responsibilities:

• Acts as a role model at all times by demonstrating the GS core values.
• Monitors, proactively promotes and encourages engagement with resident services, activities and planned or informal events.
• Promotes resident satisfaction and retention by ensuring a timely response to questions, requests and complaints and taking appropriate action to resolve and address service issues.
• Investigates and proactively identifies solutions to address resident queries or concerns whether straightforward or complex.
• Manages and co-ordinates updates to community social media networks.
• Keep up with trends in social media marketing and appropriately apply that knowledge where applicable.
• Develops and maintains local knowledge and information resources relevant to resident needs i.e. travel, entertainment and amenities.
• Contributes insight/management information from the property to the wider management team on the resident service experience.
• Monitors external and competitor customer experience developments.
• Contributes to the development and improvement of policies and procedures.
• Assists the Community Manager to ensure the property meets necessary Health and Safety requirements, completing compliance activities in line with the Company’s policies and procedures.
• Participates where required in an on-call roster to provide out of hours emergency support for the Community.
• Work alongside FOH Manager & AM to develop & implement customer service processes and procedures.
• Create, establish and embed a Complaints Management Process that evaluates different levels of dissatisfaction and "manages" adequate resolution and compensation (if required).
• Standardise the Customer Journey and develop "key touch points" along the leasing and resident journey).
• Drive NPS response through key campaigns (post check in and overall satisfaction).
• Establish and deploy Customer Satisfaction experience strategies in line with Company expectation (measured through NPS rating).
• Work with Facilities Manager to drive resident satisfaction on maintenance ticket close out and quality of service delivery.
• Organise & manage events around company’s key themes, focusing on resident demographics, engaging residents through event attendance and satisfaction.
• Working with and engaging with FOH Team to execute events and key initiatives throughout leasing cycle.
• Work alongside FOH Manager to maximise team performance to impact positive service delivery positively.
• Lead renewal and referral campaigns to deliver set targets.
• Work closely with CRM to enhance leasing opportunities, i.e. Agency bookings, groups, short lets and Summer leasing opportunities.
• Engage with University partners to support leasing performance throughout the year (for the leasing cycle ahead). Including attending Student/University fairs to represent brand and host tours and visits at site.
• Work to build and strengthen relationships with key partners, i.e. INTO Uni, groups etc.
• Manage group and 3rd party bookings and be main point of contact between both parties.
• Assist management team to train, coach and develop team on Customer Service & key touch points for resident experience (from booking to arrival, stay and departure).
• Monitors, proactively promotes and encourages a strategy that places Resident welfare at the forefront of Resident Satisfaction Strategies.
• Lead, manage and support Student Ambassador program alongside key stakeholders.

About You:

• Good level of general education.
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• Proficiency in using property operations systems. Training will however, be provided.
• Customer service skills and significant experience in a similar role in a world-class accommodation/hospitality/leisure or reservations/membership environment.
• Demonstrable experience in running social media channels and handling customer queries and complaints.
• Demonstrable sales and marketing event delivery.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Previous experience supervising or leading a team to deliver excellent customer service.
• Creating effective presentations/collateral and writing copy.
• A knowledge and understanding of UK Health and Safety policies.
• Detailed knowledge of Landlord/Tenant Legislation.

Behaviours & Values:

Integrity | Equality | Accountability | Professionalism | Teamwork | Service