You're the kind of person who remembers residents' names, notices when something's off before anyone has to ask, and takes genuine pride in making somewhere feel like home. If leading a team and owning the resident experience at one of Birmingham's most exciting build-to-rent developments sounds like your next move, read on.
About our client
Our client manages a large-scale, luxury residential development in Birmingham, home to over 600 apartments. They're committed to delivering a genuinely exceptional living experience and are looking for someone to lead that from the front.
The role
As Resident Experience Manager, you'll work alongside the General Manager to lead a team of six covering all front-of-house services. From the moment a resident moves in to the day they leave, you'll be responsible for making sure every interaction reflects the highest standards of service. This is a site-based, permanent role working 40 hours across five days a week, with flexibility required across the week including weekends
What you'll be doing
* Leading and developing a front-of-house team, setting the tone for service across the building
* Managing resident move-ins and move-outs, including welcome tours, inspections and deposit returns
* Organising resident events, securing local offers and keeping communication active across relevant channels
* Overseeing contractor appointments, defect repairs and compliance audits to keep the building running smoothly
* Supporting budget management and identifying additional income streams to maximise building performance
* Acting as the key point of contact for residents, handling feedback, maintenance requests and day-to-day queries
Skills and experience
Essential
* Strong customer service background, ideally in residential property, hospitality, or a similarly fast-paced environment
* Experience managing or supervising a team
* Confident communicator, both written and face-to-face
* Organised and detail-oriented, with the ability to juggle multiple priorities at once
* Comfortable with financial reporting and budget management
* IT literate and confident using social media
Desirable
* Experience in build-to-rent, co-living or residential block management
* Familiarity with property management or CRM platforms