At a Glance
- Tasks: Enhance the guardian experience and build supportive communities.
- Company: Join a growing organisation that values customer care and community engagement.
- Benefits: Competitive salary, full-time hours, and opportunities for personal impact.
- Other info: Dynamic role with opportunities for growth and community building.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30000 - 38000 £ 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.
Requirements
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.
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.
Benefits
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
Guardian Care Executive in London employer: Global Guardians
Join us as a Guardian Care Executive and become part of a dynamic team dedicated to enhancing the guardian experience across our expanding property portfolio. We pride ourselves on fostering a supportive work culture that values customer care and community engagement, offering ample opportunities for professional growth and development. With a competitive salary and the chance to make a real difference in people's lives, this role is perfect for those who are passionate about building relationships and improving customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Guardian Care Executive in London
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to guardian care. Think about how you'd handle complaints or improve customer satisfaction, as these are key aspects of the role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and making a difference in the guardian experience.
We think you need these skills to ace Guardian Care Executive in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer service and community engagement shine through. We want to see how much you care about making a difference in people's lives!
Tailor Your Experience:Make sure to highlight any relevant experience you have in customer service, property management, or community building. We love seeing how your background aligns with the Guardian Care Executive role!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, so we can easily see why you’d be a great fit for our team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Global Guardians
✨Know the Guardian Journey
Familiarise yourself with the entire guardian experience from onboarding to move-out. Be ready to discuss how you would enhance this journey and improve satisfaction, as this role is all about making a difference in people's lives.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully handled complaints or resolved issues in previous roles. Highlight your proactive approach to problem-solving, as this will resonate well with the interviewers looking for someone who can manage sensitive situations confidently.
✨Build Relationships
Emphasise your relationship-building skills during the interview. Share stories that demonstrate your ability to engage with customers and create a supportive community, as this is crucial for the Guardian Care Executive role.
✨Understand Compliance and Welfare
Brush up on compliance matters and welfare processes relevant to property management. Be prepared to discuss how you would handle welfare concerns and ensure guardians feel safe and supported in their living environments.
