Resident Experience & Support Manager

MCR Property Group; Greater Manchester; On-site; GBP 40,000 - 45,000; Full time

Job summary

MCR Property Group is seeking a Resident Experience & Support Manager to lead the resident experience across the PBSA portfolio from Head Office, Manchester, with regular travel to properties across the UK. You will own NPS, surveys, safeguarding and ANUK compliance while driving service improvements and community engagement.

You will develop annual strategies, oversee wellbeing campaigns, and manage complex complaints with a focus on resident voice and continuous improvement.

Qualifications

• Degree-level qualification or equivalent experience.
• Mental Health First Aid qualification desirable or essential depending on role.
• Experience leading customer experience or resident engagement functions.
• Experience managing formal complaints and complex customer cases.

Responsibilities

• Develop and implement the annual Resident Experience Strategy.
• Lead wellbeing initiatives and safeguarding processes.
• Manage resident feedback, NPS, and surveys across the journey.
• Oversee complaints handling and ANUK compliance.
• Analyse resident data and drive service improvements.
• Collaborate with universities, students' unions, and local organisations.

Skills

Customer focus

Communication

Analytical skills

Leadership

Stakeholder management

Wellbeing awareness

Education

Degree-level qualification or equivalent

Tools

CRM systems

Survey platforms

Job description

Mental Health First Aid qualification.

Job Title: Resident Experience & Support Manager

Department: Operations

Reports To: Senior Operations Manager, North (dotted line to Head of Marketing)

Location: Head Office, Manchester, with regular travel to properties across UK

Salary: £40,000 to £45,000 (depending on experience)

Job Purpose

The Resident Experience & Support Manager is responsible for leading the resident experience strategy across the PBSA portfolio, ensuring residents receive an exceptional living experience that supports wellbeing, community engagement, academic success, and personal development.

The role will own resident satisfaction, Net Promoter Score (NPS), resident surveys, customer insight, complaints management, safeguarding, wellbeing initiatives, and ANUK compliance relating to resident experience. The post holder will act as the organisational lead for resident feedback and service improvement, ensuring resident voice is at the centre of decision-making and continuously translated into measurable operational improvements.

The role will also oversee all formal complaints, including complaints escalated under the ANUK National Code, ensuring fair, timely and transparent investigations while driving learning and service enhancement across the business.

Key Responsibilities

Resident Experience & Community Engagement

• Develop and implement the annual Resident Experience Strategy.
• Create an engaging, inclusive and supportive residential environment.
• Design and deliver a varied programme of social, educational, wellbeing and community events.
• Lead welcome, induction and arrival programmes.
• Develop initiatives that improve resident retention and rebooking.
• Build partnerships with universities, students' unions and local organisations.
• Promote diversity, equality, inclusion and belonging throughout the resident community.
• Manage resident ambassador programmes and peer engagement initiatives.
• Ensure communication channels are effective, engaging and responsive.

Wellbeing & Student Support

• Lead wellbeing initiatives that promote positive mental health and resilience.
• Act as a key point of contact for resident wellbeing concerns.
• Provide guidance, support and signposting to appropriate support services.
• Build effective relationships with university wellbeing teams and external agencies.
• Support safeguarding processes and ensure concerns are appropriately escalated.
• Maintain confidential and accurate wellbeing records.
• Develop wellbeing campaigns focused on mental health, financial wellbeing, loneliness, personal safety and community cohesion.
• Ensure staff understand safeguarding responsibilities and escalation procedures.

Resident Insight, NPS & Survey Management

• Develop and manage the resident feedback strategy across the entire customer journey.
• Manage all resident satisfaction surveys including:
• Arrival surveys
• Induction surveys
• Mid-year surveys
• Wellbeing surveys
• Departure surveys
• Rebooking surveys
• Lead the Net Promoter Score (NPS) programme.
• Monitor, analyse and report on resident satisfaction performance.
• Identify emerging themes, risks and opportunities from resident feedback.
• Analyse survey results and convert findings into actionable improvement plans.
• Deliver detailed insight reports for senior leadership teams.
• Maintain resident experience dashboards and performance metrics.
• Monitor satisfaction trends across sites, demographics and resident groups.
• Benchmark resident experience performance against sector standards.
• Present resident insight and recommendations to leadership teams.
• Ensure resident feedback directly informs operational and strategic decision-making.

Complaints Management & Resolution

• Own and manage the resident complaints framework.
• Ensure all complaints are handled professionally, fairly and in accordance with company policy.
• Investigate complex and escalated complaints.
• Produce high-quality written complaint responses.
• Monitor complaint handling standards across all sites.
• Ensure timely acknowledgement, investigation and resolution of complaints.
• Maintain accurate complaint records and documentation.
• Provide support and guidance to operational teams managing complaints.
• Identify recurring complaint themes and underlying root causes.
• Lead service improvement initiatives arising from complaints.
• Escalate significant complaints and reputational risks appropriately.
• Manage customer recovery plans where required.
• Act as the senior point of escalation for resident dissatisfaction.

ANUK Compliance & Complaints Oversight

• Act as the lead for complaints management under the ANUK National Code.
• Maintain oversight of all complaints escalated through ANUK processes.
• Coordinate evidence gathering and investigations relating to ANUK complaints.
• Prepare submissions and responses for external reviews and determinations.
• Ensure compliance with ANUK complaint handling requirements.
• Monitor complaint outcomes and recommendations issued through the ANUK process.
• Implement lessons learned and service improvement actions arising from external complaint reviews.
• Support annual ANUK compliance audits and reviews.
• Deliver complaint handling training and guidance to site teams.
• Produce ANUK compliance and complaints performance reports.

Data Analysis & Continuous Improvement

• Analyse resident experience, operational and performance data.
• Produce reports.
• Monitor trends relating to:
• Resident satisfaction
• Retention
• Rebooking
• Wellbeing
• Complaints
• Community engagement
• Develop action plans to address service gaps.
• Track and evaluate the impact of improvement initiatives.
• Drive evidence-based decision making.
• Present recommendations to senior leaders based on resident insight.
• Lead service improvement workshops.
• Foster a culture of continuous improvement and customer focus.

Operational Leadership

• Support occupancy and retention objectives.
• Work closely with operations and facilities teams to resolve resident concerns.
• Support arrivals, departures and peak trading periods.
• Contribute to risk management and operational planning.
• Support policy development relevant to resident experience and wellbeing.
• Ensure resident-facing services operate to agreed standards.

Key Performance Indicators (KPIs)

Resident Experience

• Overall resident satisfaction score.
• Net Promoter Score (NPS).
• Resident recommendation score.
• Online review ratings.
• Community engagement levels.
• Event participation rates.
• Resident retention rates.
• Rebooking rates.

Complaints & ANUK

• Number of formal complaints.
• Complaint response times.
• Complaint resolution times.
• First-contact resolution rates.
• Repeat complaint rates.
• ANUK escalations.
• ANUK complaint outcomes.
• Service improvements implemented from complaints.

Wellbeing

• Wellbeing programme engagement.
• Welfare case outcomes.
• Safeguarding compliance.
• University partnership effectiveness.

Insight & Improvement

• Survey response rates.
• Completion of action plans.
• Improvement in satisfaction scores.
• Improvement in NPS performance.
• Implementation of resident-led improvements.
• Senior leadership reporting performance.

Person Specification

Essential Qualifications

• Degree-level qualification or equivalent experience.
• Evidence of continued professional development.

Essential Experience

• Experience within PBSA, Higher/ter education, housing or customer experience environments.
• Experience leading customer experience or resident engagement functions.
• Experience managing formal complaints and complex customer cases.
• Experience handling sensitive wellbeing matters.
• Experience delivering customer satisfaction programmes.
• Experience managing NPS and resident survey programmes.
• Experience analysing customer insight and operational data.
• Experience developing service improvement plans.
• Experience producing reports and presenting findings to senior stakeholders.
• Experience leading projects and initiatives across multiple teams.

Desirable Experience

• PBSA sector experience.
• Knowledge of the ANUK National Code.
• Experience supporting higher education students.
• Safeguarding experience.
• Mental Health First Aid qualification.
• Experience managing resident communities.
• Experience with CRM and survey platforms.

Knowledge

Essential

• Customer experience best practice.
• Complaint handling principles.
• Resident wellbeing and safeguarding.
• Data analysis and reporting.
• Equality, diversity and inclusion.
• GDPR and confidentiality requirements.

Desirable

• ANUK National Code.
• Student accommodation regulation.
• Consumer protection legislation.
• Higher Education sector knowledge.

Skills & Competencies

Customer Focus

• Passionate about delivering exceptional customer experiences.
• Strong relationship-building skills.
• Ability to create resident-centred solutions.

Communication

• Excellent verbal and written communication.
• Strong report writing skills.
• Influencing and presentation skills.

Analytical Skills

• Strong data interpretation capability.
• Ability to identify trends and root causes.
• Experience producing actionable insight.

Leadership

• Ability to motivate and influence others.
• Strong stakeholder management.
• Ability to drive change and service improvement.

Personal Attributes

• Empathetic and approachable.
• Resilient and calm under pressure.
• Highly organised.
• Professional and confidential.
• Proactive and solution-focused.
• Committed to inclusion and resident wellbeing.

Values & Behaviours

The Resident Experience & Wellbeing Manager Will

• Put residents at the heart of every decision.
• Champion wellbeing, inclusion and belonging.
• Demonstrate integrity and accountability.
• Use resident feedback to drive improvements.
• Foster collaborative working relationships.
• Promote a culture of continuous improvement.
• Deliver service excellence through insight-led decision making.