Resident Experience Manager

DiSRUPT Recruitment & Search | B Corp; Reading; On-site; GBP 45,000 - 65,000; Full time

Job summary

DiSRUPT Recruitment & Search | B Corp based in Reading is seeking a Resident Experience Manager to lead the Resident Services function, ensuring a smooth day-to-day operation and a resident-focused service.

You will coach a high-performing team, own complex complaints through resolution, manage move-outs and deposits, monitor metrics, and collaborate with Property Management, Lettings and Maintenance to raise retention and service standards.

Qualifications

• Experience managing a customer-focused operational team.
• Background in Build to Rent, residential property, student accommodation, hospitality or similar fast-paced property environment.
• Proven track record handling complex complaints and escalations.
• Strong knowledge of tenancy management, move-outs and deposit administration.
• Excellent organisation, attention to detail and a calm, solutions-driven approach under pressure.
• Proficiency in Microsoft Office and CRM platforms.
• Desirable: Understanding of UK tenancy legislation and ARLA qualification (or willingness to work towards one).

Responsibilities

• Lead, coach and develop a high-performing Resident Services team.
• Champion a resident-first culture across every interaction and touchpoint.
• Own escalated complaints from first contact through to resolution, spotting trends and driving improvements.
• Oversee move-outs and deposit returns, ensuring fair, accurate and timely outcomes.
• Drive retention initiatives and reduce avoidable churn.
• Oversee tenancy legal processes and ensure compliance with current legislation.
• Report on key metrics, including satisfaction, complaints, deposits and retention, to senior leadership.
• Partner with Property Management, Lettings, Maintenance and wider operational teams.

Skills

Team leadership

Customer service

Complaint escalation

Tenancy management

CRM proficiency

MS Office

Attention to detail

ARLA knowledge

Education

ARLA qualification (desirable)

Tools

CRM platforms

Microsoft Office

Job description

Amazing opportunity to join a very successful Build-to-Rent property business.

Now we’re looking for a Resident Experience Manager to take charge of the day-to-day running of our Resident Services function based in Reading.

The Role:

• Lead, coach and develop a high-performing Resident Services team
• Champion a resident-first culture across every interaction and touchpoint
• Own escalated complaints from first contact through to resolution, spotting trends and driving improvements
• Oversee move-outs and deposit returns, ensuring fair, accurate and timely outcomes
• Drive retention initiatives and reduce avoidable churn
• Oversee tenancy legal processes and ensure compliance with current legislation
• Report on key metrics, including satisfaction, complaints, deposits and retention, to senior leadership
• Partner with Property Management, Lettings, Maintenance and wider operational teams

Skills & Experience Required:

• Experience managing a customer-focused operational team
• Background in Build to Rent, residential property, student accommodation, hospitality or a similar fast-paced property environment
• Proven track record handling complex complaints and escalations
• Strong knowledge of tenancy management, move-outs and deposit administration
• Excellent organisation, attention to detail and a calm, solutions-driven approach under pressure
• Proficiency in Microsoft Office and CRM platforms
• Desirable: Understanding of UK tenancy legislation and ARLA qualification (or willingness to work towards one)

This is a pivotal role in delivering an industry-leading resident experience, with real scope to shape service standards, lead change and make a visible impact in a growing business.