Resident Experience Coordinator

The Company:

Our client is a UK Property Management company offering affordable housing to private residents and NHS medical staff across the country. We are looking for a Resident Experience Manager based in Manchester. The Resident Experience Manager manages the company’s central team dedicated to managing the central processes and procedures in core areas of the resident experience lifecycle, from general enquiries, lead management, tenancy progression and resident support.


The Role:

  • Effectively lead the central team Coordinators, implementing processes and procedures to drive sales completion, and resident satisfaction
  • Provide guidance and support to your team members, motivate your team to meet and exceed team and individual objectives, and encourage their learning and development
  • With support from the Tenancy Coordinator, drive lead conversion rates, effectively converting enquiries into viewings, maintaining high levels of occupancy and a pipeline of prospective residents
  • Ensure best practice and compliance with the documentation required for tenancy progression
  • Implement initiatives to support resident engagement and retention
  • Identify compliance and health and safety risks, highlighting risks and trends that may arise in the resident lifecycle to the Head of Operations and relevant team members
  • Implement quality control processes and procedures to measure efficiency and success rate of responses and actions, ensuring delivery of exceptional customer service
  • Investigate and problem solve escalated or complex resident queries or concerns
  • Collate reports for the Senior Management Team, highlighting key resident experience trends and insights, as well as tenancy progression reports
  • Contribute to the ongoing development and improvement of company policies and procedures
  • Support the senior management team with company-wide projects, and provide team cover when required




The Candidate:

  • Solid experience as a Lettings Negotiator or similar role within residential lettings, working in a target driven environment
  • Strong working knowledge of the full tenancy progression lifecycle including compliance requirements, with evidence of implementing processes and procedures to ensure an increase of sales closures
  • Previous experience at a supervisor level, or experience in mentoring or coaching others
  • Demonstrable experience of improving resident experiences and customer satisfaction levels
  • Passionate about the industry and regularly keeps up to date with industry trends and changes, with a relevant industry qualification or currently working towards completion e.g. ARLA
  • Confident IT skills with previous experience using multiple systems at any one time. Knowledge and experience of Yardi and/or Hubspot is desirable
  • Passionate about our resident offering and genuinely wants to deliver an exceptional resident experience
  • Exceptional communication skills (written and verbal), with the ability to build rapport with others easily and form strong working relationships
  • You must live within a commutable distance of Manchester


On offer to the successful candidate is an attractive basic salary and benefits, giving you the ability to work with a dynamic, fast-growing company where the career opportunities are inexhaustible.


For more information on this role, then please contact Mandy Matley at TRC Group along with your CV via this advertisement.


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