Resident Experience Lead (Hybrid Role)

Deverell Smith Recruitment Ltd; Reading; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Hybrid work arrangement

Bonus potential

Job summary

Deverell Smith Recruitment Ltd is seeking a Resident Experience Manager in Reading. You will lead the Resident Services team to deliver exceptional customer service, oversee tenancy processes, complaints, and deposits, and drive continuous improvements in a fast-paced Build to Rent environment.

The role requires strong organisational skills, resilience, and a customer-centric mindset, with a hybrid work arrangement including one day from home. Salary around £40k plus bonus.

Qualifications

• Must have experience leading a customer-focused operational team.
• Experience in BTR/residential property, student accommodation, hospitality or service-led environments.
• Excellent customer service and communication skills.
• Proven experience managing complex complaints and customer escalations.
• Strong tenancy management knowledge including move-outs and deposit administration.
• Excellent organisational and time-management skills with ability to prioritise.
• Strong analytical, problem-solving and decision-making abilities.
• Able to work under pressure and meet deadlines.
• Experience coaching and developing team members.
• Proficiency in MS Office and CRM systems.
• Attention to detail and compliance.

Responsibilities

• Lead and develop the Resident Services team to deliver exceptional customer service.
• Run weekly team meetings to communicate priorities, service updates and performance expectations.
• Provide coaching and regular 1:1 support to team members.
• Monitor workloads, productivity and service levels for operational efficiency.
• Identify training needs and support ongoing development of staff.
• Foster a positive, resident-focused team culture.
• Champion a resident-first approach across all interactions and touchpoints.
• Oversee inbox management, ensure timely handling of enquiries.
• Drive resident satisfaction initiatives and continuous service improvements.
• Monitor online reviews and feedback to enhance the experience.
• Analyse satisfaction metrics and trends to implement changes.

Skills

Leadership/Team management

Sector experience (BTR/residential/hôt

Customer service excellence

Complaints & escalations

Tenancy management & deposits

Organisation & time management

Analytical problem-solving

Resilience under pressure

Coaching and developing staff

MS Office & CRM systems

Attention to detail & compliance

UK tenancy legislation (Desirable)

ARLA qualification (Desirable)

Build to Rent experience (Desirable)

Service improvements/change management

Education

ARLA qualification

Job description

Deverell Smith Recruitment Ltd is seeking a Resident Experience Manager in Reading. You will lead the Resident Services team to deliver exceptional customer service, oversee tenancy processes, complaints, and deposits, and drive continuous improvements in a fast-paced Build to Rent environment.

The role requires strong organisational skills, resilience, and a customer-centric mindset, with a hybrid work arrangement including one day from home. Salary around £40k plus bonus.