Resident Experience Lead — Refurbishment & Decant

Greystar; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

Greystar in London is seeking a Resident Experience Manager to oversee the resident-facing aspects of a multi-year building improvement programme. You will manage communications, welfare, complaints, and the compensation process, coordinating with the move-management contractor to ensure smooth decants and minimal disruption.

The role requires experience in resident/customer experience or community management within hospitality or build-to-rent sectors, strong written communication, stakeholder

Qualifications

• Degree or equivalent experience in hospitality, customer experience, or residential/property management.
• Knowledge of UK tenancy matters is desirable.

Responsibilities

• Own and issue resident communications across the life of the programme, coordinating with Legal and PR for sign-off.
• Liaise with the move-management contractor to manage logistics, crate delivery, and progress tracking.
• Coordinate swing-space allocation with Community Managers and RLOs to keep phases on schedule.
• Administer the resident compensation process per agreed model and process payments or credits.
• Support resident welfare, accessibility needs, and vulnerable-resident flags.
• Own resident complaints and track themes for escalation to the project team.
• Assist group booking coordinators with communication and coordination when relevant.
• Maintain the resident portal, signage, and FAQ as phases progress.
• Represent resident experience in meetings with Development, Construction, Legal, and PR teams.
• Report to Community Manager on sentiment, complaints, spend, and move-phase progress.

Skills

Resident experience

Stakeholder management

Written communication

Conflict resolution

Organization

Education

Degree or-equivalent experience in hospitality/customer experience/residential management

Tools

Excel

Job description

Greystar in London is seeking a Resident Experience Manager to oversee the resident-facing aspects of a multi-year building improvement programme. You will manage communications, welfare, complaints, and the compensation process, coordinating with the move-management contractor to ensure smooth decants and minimal disruption.

The role requires experience in resident/customer experience or community management within hospitality or build-to-rent sectors, strong written communication, stakeholder