Resident Experience Manager in Reading

Amazing opportunity to join a very successful Build-to-Rent property business.

Now we’re looking for a Resident Experience Manager to take charge of the day-to-day running of our Resident Services function based in Reading.

The Role:

• Lead, coach and develop a high-performing Resident Services team
• Champion a resident-first culture across every interaction and touchpoint
• Own escalated complaints from first contact through to resolution, spotting trends and driving improvements
• Oversee move-outs and deposit returns, ensuring fair, accurate and timely outcomes
• Drive retention initiatives and reduce avoidable churn
• Oversee tenancy legal processes and ensure compliance with current legislation
• Report on key metrics, including satisfaction, complaints, deposits and retention, to senior leadership
• Partner with Property Management, Lettings, Maintenance and wider operational teams

Skills & Experience Required:

• Experience managing a customer-focused operational team
• Background in Build to Rent, residential property, student accommodation, hospitality or a similar fast-paced property environment
• Proven track record handling complex complaints and escalations
• Strong knowledge of tenancy management, move-outs and deposit administration
• Excellent organisation, attention to detail and a calm, solutions-driven approach under pressure
• Proficiency in Microsoft Office and CRM platforms
• Desirable: Understanding of UK tenancy legislation and ARLA qualification (or willingness to work towards one)

This is a pivotal role in delivering an industry-leading resident experience, with real scope to shape service standards, lead change and make a visible impact in a growing business.

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