Elton Recruitment is partnering with a leading London residential operator to appoint a Senior Residential Experience Manager on a 12-month fixed-term maternity cover contract
This role will focus on delivering a consistent, high-quality resident experience across a premium residential portfolio. The successful candidate will work closely with property management teams, front-of-house teams and senior leadership to monitor resident feedback, coordinate service initiatives and support continuous service improvement
The important part!
* Salary 60,000 + bonus
* Generous pension scheme
* Cycle to work scheme
* Childcare voucher scheme
* Life assurance scheme
* Holiday flex scheme
* Season ticket travel loan
* Company rewards
* Private dental & healthcare
Key Responsibilities
* Monitor and respond to resident reviews across platforms.
* Identify recurring themes in feedback and work with operational teams to address service issues and enhance the resident experience.
* Support the delivery and analysis of resident satisfaction surveys, including NPS and other feedback tools.
* Prepare reporting on resident satisfaction trends and insights.
* Coordinate the mystery shopping programme and ensure findings are shared with relevant teams.
* Track service improvement actions and ensure follow-up.
* Support initiatives designed to engage residents, including surveys, meetings and feedback forums.
* Work with site teams to address concerns and improve resident satisfaction.
* Collaborate with the renewals team to understand reasons for non-renewals and identify opportunities to improve retention.
* Review the look and feel of buildings and provide feedback to property management teams to maintain high service standards.
* Line manages the Front of House Manager and Events Manager, ensuring exceptional service standards across all resident interactions.
About you
* Experience in customer experience, hospitality or residential property operations
* Strong understanding of customer service frameworks and service delivery standards
* Experience in analysing customer feedback and service performance metrics
* Excellent communication and stakeholder engagement skills
* Experience managing customer-facing teams
* Desirable Experience within Build to Rent, PBSA, serviced apartments or luxury hospitality
* Professional memberships such as RICS, ARLA or TPI
Due to the volume of applications anticipated for this role, if you have not had a response from us within 14 days, please assume that your application has not been successful on this occasion. Please note that if you apply for this vacancy, you have given permission under Data Protection (GDPR) for us to share selected details with our clients for them