At a Glance
- Tasks: Own the guardian experience and ensure exceptional service from move-in to move-out.
- Company: Join a growing organisation that values customer experience and community engagement.
- Benefits: Full-time role with opportunities for personal growth and meaningful impact.
- Other info: Opportunity to influence service improvements and enhance the guardian journey.
- Why this job: Make a real difference in people's lives while building relationships and solving problems.
- Qualifications: Experience in customer service, strong communication skills, and a passion for community support.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a passionate, customer-focused
Guardian Care Executive to take ownership of the guardian experience across our growing property portfolio.
This is a unique opportunity for an experienced customer service, resident services, housing, or property professional to play a central role in ensuring our guardians receive an exceptional experience from move-in through to move-out.
As the primary point of contact for guardian care, you will be responsible for guardian engagement, retention, welfare support, complaint resolution, satisfaction monitoring, and community development.
You will work closely with operational teams to improve guardian satisfaction, reduce avoidable attrition, and help create safe, supportive, and well-managed communities.
This role would suit someone who enjoys building relationships, solving problems, improving customer experiences, and making a genuine difference to people's day‑to‑day lives.
- What You'll Be Doing
- Guardian Experience & Retention
- Act as the owner of the guardian journey from onboarding through to departure.
- Proactively engage with guardians to improve satisfaction and reduce avoidable departures.
- Conduct retention conversations and identify opportunities to improve occupancy stability.
- Monitor guardian feedback and implement initiatives that enhance the overall guardian experience.
- Move‑In & Onboarding
- Welcome new guardians and provide onboarding support.
- Ensure guardians understand licence agreements, house rules, reporting procedures, and key contacts.
- Complete move‑in satisfaction checks and resolve any onboarding concerns.
- Guardian Engagement & Community Building
- Develop positive relationships with guardians across the portfolio.
- Promote engagement through company communication platforms and community initiatives.
- Support surveys, newsletters, operational updates, and engagement campaigns.
- Gather feedback, testimonials, and suggestions for service improvement.
- Complaints & Dispute Resolution
- Investigate and manage guardian complaints and disputes.
- Resolve issues relating to shared living environments, behaviour, cleanliness, maintenance concerns, and property‑related matters.
- Work collaboratively with internal teams to deliver effective and timely resolutions.
- Maintain accurate records and ensure appropriate follow‑up.
- Welfare & Safeguarding
- Respond to welfare concerns with professionalism, sensitivity, and empathy.
- Support guardians experiencing vulnerabilities, mental health challenges, safeguarding concerns, or other wellbeing issues.
- Escalate and manage high‑risk situations in line with company procedures.
- Liaise with external agencies where appropriate.
- Compliance & Occupancy Management
- Monitor compliance with licence agreements and house rules.
- Investigate breaches and work with guardians to resolve issues.
- Support occupancy stability by identifying and addressing emerging risks.
- Property Performance & Continuous Improvement
- Identify properties experiencing recurring issues, high turnover, complaints, or welfare concerns.
- Work with operational teams to develop and implement improvement plans.
- Monitor effectiveness of interventions and recommend further action where required.
- Reporting & Insights
- Produce management information and performance reports.
- Analyse trends relating to guardian satisfaction, complaints, retention, welfare matters, engagement, and move‑out reasons.
- Provide recommendations that improve service delivery and operational performance.
- What We’re Looking For
- Experience within customer service, resident services, housing, property management, customer retention, or operational support environments.
- Experience handling complaints, escalations, or customer care matters.
- Strong communication and relationship‑building skills.
- Excellent organisational and administrative abilities.
- Ability to manage sensitive situations professionally and confidently.
- Strong problem‑solving skills with a proactive approach.
- GCSEs (or equivalent) including English and Mathematics.
- Experience within property guardianship, residential management, housing, facilities management, or a similar sector.
- Experience in customer retention, community engagement, or resident experience roles.
- Experience using CRM, case management, or property management systems.
- Understanding of safeguarding and welfare processes.
- Qualifications in Housing, Property Management, Customer Service, Business Administration, or related disciplines.
- Safeguarding, Mental Health First Aid, First Aid, mediation, or conflict resolution training.
Why Join Us?
This is an opportunity to join a growing organisation where customer experience genuinely matters.
You'll have the chance to shape and enhance the guardian journey, influence service improvements, and make a meaningful impact on the communities we support.
If you're passionate about customer care, community engagement, housing, or resident services and enjoy solving problems while helping people thrive, we'd love to hear from you.
Hours
Full‑Time
Travel
- Occasional travel across the portfolio required
- #J-18808-Ljbffr
Contact Details:
Global Guardians Management Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Global Guardians Management. 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 Global Guardians Management 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 Customer Care Executive 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 Global Guardians Management:Your cover letter is your chance to shine! Tell us why you want to work at Global Guardians Management 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 Global Guardians Management!
How to prepare for a job interview at Global Guardians Management
✨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.
