At a Glance
- Tasks: Coordinate resident services and ensure smooth communication across teams for a top-notch living experience.
- Company: Join a vibrant team at Battersea Power Station, a premium residential estate.
- Benefits: Enjoy a structured work schedule, professional growth opportunities, and a supportive environment.
- Other info: Be part of a dynamic team focused on continuous improvement and resident satisfaction.
- Why this job: Make a real difference in residents' lives by enhancing their living experience.
- Qualifications: Experience in property management or customer service is essential; strong communication skills are a must.
The predicted salary is between 33075 - 40425 £ per year.
Residential Experience Manager
Site Name and Location: Battersea Power Station - Site based Role.
Working Hours 8.30am – 5.00pm, Monday to Friday (37.5hrs)
The Residential Experience Manager provides an estate-wide residential liaison and coordination function across all three residential phases.
The role ensures that resident matters involving multiple teams are joined up, appropriately allocated, actively monitored and communicated through to resolution, so residents experience a consistent, responsive and well-coordinated service.
The role sits within the Residential team and acts as the principal residential interface with Operations and other specialist functions.
It improves visibility, accountability and consistency without duplicating or taking over the responsibilities of Property Management, Operations, Surveying, Technical, PODs, Concierge or other functional owners.
This role is based onsite within the management office, with a requirement to perform certain duties within the buildings around the estate.
Key Responsibilities
- Cross-functional coordination and escalation
- Resident communications and experience
- Residential Portal governance and workflow
- Operational liaison and service insight
- Resident engagement and continuous improvement
- Reporting, governance and business continuity
Essential Experience and Skills
- Experience in residential property, resident services, hospitality, customer experience, estate management or a comparable multi-stakeholder service environment.
- Demonstrable experience coordinating complex issues involving several teams or service providers.
- Strong resident or customer communication skills, including managing expectations during delays, incidents or service disruption.
- Experience using a case-management, property-management, CAFM or similar system to record, track and report requests.
- Ability to monitor actions, identify overdue matters, follow up constructively and escalated appropriately.
- Strong organisation, prioritisation, record-keeping and problem-solving skills.
- Confidence working across operational, technical and property-management functions without direct authority over all contributors.
- Ability to analyse feedback and service information, identify trends and recommend practical improvements.
- Good judgement, professionalism, discretion and an understanding of the importance of accurate records and appropriate information handling
Desirable Experience
- Experience in a large-scale, premium residential or mixed-use estate.
- Experience with Dwellant or a comparable resident portal, case-management or task-tracking system.
- Experience coordinating incidents, maintenance communications or resident-facing activity associated with major works.
- Understanding of residential property management, service-charge environments and the responsibilities of specialist estate teams.
- Personal Attributes
- Resident-focused and approachable, with a clear understanding of how communication and follow-through shape the resident experience.
- Proactive and persistent, ensuring matters do not lose momentum between teams.
- Collaborative and influential, able to build effective working relationships without overstepping functional responsibilities.
- Accountable and organised, with a strong focus on clear ownership, reliable records and follow-through.
- Calm and decisive when coordinating live incidents or competing priorities.
- Commercially aware and focused on practical, proportionate improvements.
- Committed to consistency, transparency and continuous improvement.
- What Success Looks Like
- Consistently meeting or exceeding response time and resolution KPIs
- Clear, insightful reporting that drives operational improvements
- Proactive identification and escalation of issues before they impact residents High resident satisfaction with communication and service delivery
- Reduced backlog of open requests and improved resolution efficiency
- Strong coordination across teams, ensuring no issues fall through the cracks
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Residential Experience Manager- BPSDC in London employer: Battersea Academy for Skills & Employment
At Battersea Academy for Skills & Employment, we pride ourselves on being an exceptional employer that values our employees' well-being and professional growth. Located in the vibrant Battersea Power Station area, we offer a supportive work culture with a range of benefits including private healthcare, an enhanced pension scheme, and generous holiday allowances. Our commitment to employee development is reflected in our engaging social activities and bonus schemes, making it a rewarding place to build your career.
Contact Details:
Battersea Academy for Skills & Employment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Residential Experience Manager- BPSDC in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Battersea Academy for Skills & Employment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Battersea Academy for Skills & Employment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Residential Experience Manager- BPSDC in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Battersea Academy for Skills & Employment:Your cover letter is your chance to shine! Tell us why you want to work at Battersea Academy for Skills & Employment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Battersea Academy for Skills & Employment!
How to prepare for a job interview at Battersea Academy for Skills & Employment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
