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
Essential
- 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.
Desirable
- 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.
Salary: £30,000 – £38,000 per annum
Hours: Full-Time
Travel: Occasional travel across the portfolio required
