Resident Experience Lead – Construction & Relocation

Greystar Worldwide, LLC; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Greystar in London is seeking a Resident Experience Manager to own the resident-facing aspects of the Chapter Highbury works, including communications, welfare, compensation, disruption and day-to-day liaison with the move-management contractor, so residents are informed, safe and supported.

You will drive stakeholder coordination across Legal, PR and community teams, maintain the program portal and signage, track complaints and compensation spend, and help ensure decant phases run to schedule

Qualifications

• Educated to degree level or equivalent experience, ideally in hospitality, customer experience, or residential/property management.
• Working knowledge of UK tenancy matters as they relate to notice periods and temporary relocation (desirable).

Responsibilities

• Own resident communications across the programme—standing notices, individual move notices, works-nearby notices and Q&A materials—sign-off with Legal/PR before issue.
• Liaise day-to-day with move-management contractor for logistics, crate delivery, packing support, move-day logistics, and risk tracking.
• Coordinate swing-space allocation with Community Managers and RLOs to keep decant phases on schedule.
• Administer the resident compensation process—confirm affected rooms, apply compensation model, and process payments or credits.
• Manage resident welfare and accessibility needs, including PEEP flags and packing/unpacking support.
• Own resident complaints and feedback, track themes, escalate to the project team.
• Support group booking coordinators with tailored communication when group-held rooms fall within works.
• Maintain the single source of truth for residents—portal content, on-site signage, and FAQ—keeping it current as phases progress.
• Represent resident experience considerations at meetings with Development & Construction, Legal, PR and community teams.
• Report regularly to the Community Manager on sentiment, complaint volumes, compensation spend, and move-phase progress.

Skills

Resident experience management

Stakeholder management

Written communication

Handling sensitive resident situations

Organisational skills / scheduling

Data analysis (Excel)

Education

Degree or equivalent in hospitality / customer experience / residential management

Tools

Excel

Job description

Greystar in London is seeking a Resident Experience Manager to own the resident-facing aspects of the Chapter Highbury works, including communications, welfare, compensation, disruption and day-to-day liaison with the move-management contractor, so residents are informed, safe and supported.

You will drive stakeholder coordination across Legal, PR and community teams, maintain the program portal and signage, track complaints and compensation spend, and help ensure decant phases run to schedule