Assistant Resident Experience Manager

Found; Manchester; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days annual leave

Company Pension Scheme

Private Medical Insurance

Life Assurance

Gym membership discounts

Cycle to work

Paid voluntary work

Job summary

Found is seeking an Assistant Resident Experience Manager to oversee daily operations at our residential buildings in Manchester. You will lead a on-site team, uphold service standards, and act as a bridge between the Resident Experience Team and senior management to ensure best-in-class resident care.

The role requires passion for customer service, experience in the residential/property sector, and the ability to work under pressure.

Qualifications

• Experience delivering a world class resident experience.
• Proven ability to lead a on-site team and manage priorities.
• Experience in customer-centric environments within property, hospitality, or leisure.

Responsibilities

• Support day-to-day building operations and on-call issues.
• Lead and develop the Resident Experience Team for high performance.
• Oversee daily building standards, cleaning, maintenance and shared spaces.
• Plan and manage staff rotas to ensure service continuity.
• Maintain outstanding customer experience and resident relations.
• Assist budgeting, service charge tasks and approval of work orders.
• Support recruitment and onboarding and team development.
• Provide leadership cover during annual leave or absence.
• Support Health & Safety processes and a safe living/working environment.
• Coordinate leasing activities within team duties.
• Promote ESG and community engagement through volunteering and spaces.

Skills

Customer service

Team leadership

Communication

Budgeting

Problem solving

Education

MRICs/IRPM/IOSH (preferred)

Job description

Assistant Resident Experience Manager - Found

The Company

Found is the exclusive in-house operator of market leading UK developer FEC… so you just know it’s gotta’ be good right?

And we are on a mission… to be the no.1, experience led, brand-centric 360 lifestyle operator in the UK. Not just for a ‘time in life’, but for a lifetime. If you aren’t up for that, no problem, but now is the time to stop reading.

Still with us? Great. Let’s get into it.

We’re actually pretty special… totally unique to the market, we are the only operator across residential and commercial markets, encompassing block, property, asset, lettings, green space and estates management. We are into every inch of it.

The Role

First things first, pen pushers and clock watchers need not apply. We are looking for someone who embodies our brand values, wants to get stuck in, and help make the magic happen.

We're looking for a standout individual who has a true passion for delivering exceptional customer service and understands the intricacies of supporting a large building and estate. The perfect candidate thrives under pressure, demonstrates a passion for community, team management and consistently meets deadlines. Experience in the property sector, hospitality, or leisure industries is essential.

Excited? You should be.

So what’s the gig?

We’re looking for a proactive and people-oriented Assistant Resident Manager to support the daily operations of our residential buildings. This role plays a vital part in delivering an exceptional resident experience, maintaining operational standards, and leading a high-performing on-site team. Acting as a key link between the Resident Experience Team and senior management, you’ll help uphold a service culture that’s professional, responsive, and consistently best-in-class.

• Operational Support: Support the smooth day-to-day running of the building, ensuring everything operates efficiently and to a high standard and supporting with on-call issues.
• Team Leadership: Lead and inspire the Resident Experience Team by offering clear guidance, consistent support, and constructive feedback to foster high performance. Flexibility and trustworthiness are essential to success in this role.
• Building Standards & Checks: Oversee daily checks, maintaining excellent standards across cleaning, maintenance, and shared spaces.
• Rota & Staffing: Plan and manage staff rotas to ensure consistent cover and service delivery.
• Customer Experience: Maintain strong customer service standards, helping to create a positive and welcoming environment for all residents.
• Financial & Admin Support: Assist the Resident Experience Manager with budgeting, service charge tasks, and the approval of work orders and invoices.
• Recruitment & Development: Support recruitment and onboarding processes and contribute to team training and ongoing development.
• Management Cover: Provide leadership cover during annual leave or absence to ensure continuity across the team and site operations.
• Health & Safety: Contribute to a safe and compliant working and living environment by supporting H&S processes and initiatives.
• Leasing Coordination: Ensure leasing activity is clearly planned into the team’s daily duties and aligned with resident communication.
• ESG & Community Engagement: Promote sustainable practices and community involvement – encouraging volunteering, recycling, and use of shared green spaces.

Personal Specifications

We need someone who has passion and experience in delivering exceptional customer service. Here is what we are looking for in our dream candidate.

• You will have experience of working within a customer centric business where customer experience is above all else, with proven experience in delivering a world class experience within the residential sector for a range of customers and service models. Ideally have 2+ years of experience.
• You will have experience of driving quality and compliance across an organisation
• You will know the property industry and stay up to date with the latest advancements in legislation.
• You will have the experience and the ability to operate at an assistant management level
• You will ideally be a member of a recognised professional body, with supporting qualifications e.g. MRICs, IRPM, IOSH or equivalent.

Having the experience is important - but being the right fit is crucial, bring your personality, but hold the ego, these are the traits we wanna’ see in you.

• You can work with autonomy and demonstrate initiative
• An inspiring leader that takes people with them
• Bring and champion market best practice
• Up for change and can adapt easily
• Thrives in a fast-paced environment
• Confident and proactive approach
• The highest level of communication skills with the ability to be able to negotiate with a range of stakeholders including customers and supply chain members
• Able to manage and analyse data to drive performance and support decision making
• An ethos of continuous improvement

As much as we want you to love working with us, we don’t expect you to do it for nothing, here is what’s in it for you.

• Discretionary annual bonus
• 25 days annual leave
• Company Pension Scheme
• Private Medical Insurance
• Life Assurance
• Voluntary benefits including gym membership discounts and cycle to work
• Paid voluntary work

It is the Company's policy to treat all employees and job applicants fairly and equally regardless of their gender, marital or civil partnership status, race, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. Furthermore, the Company will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds.