Resident Experience Team Member

Found; Manchester; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25 days leave

Pension

Life Assurance

Gym discounts

Cycle to work

Paid voluntary work

Job summary

Found is the exclusive operator for UK developer FEC, delivering experience-led living across residential and commercial markets. We seek standout team members who care about creating unforgettable living experiences for our residents and who thrive under pressure in a fast-paced environment.

As a resident relations role, you will handle complaints, support community events, maintain property standards, and coordinate maintenance while representing the brand in public reviews.

Qualifications

• Experience in delivering excellent customer service in a community or hospitality setting.
• Ability to manage multiple tasks and respond quickly to resident needs.
• Strong communication skills and a professional, positive attitude.

Responsibilities

• Resident relations: Handle complaints, feedback and queries promptly to maintain high satisfaction.
• Community engagement: Build connections with residents and support events planning and delivery.
• Property standards: Keep the property clean, safe and well-presented through checks and hands-on support.
• Event & brand support: Assist onsite events and initiatives that enhance resident experience and brand.
• Problem solving: Tackle issues proactively and contribute ideas to improve operations.
• Administration & compliance: Manage paperwork and ensure health, safety and confidentiality standards.
• Maintenance coordination: Respond to maintenance requests and support apartment operations.
• Brand ambassador: Represent the brand professionally in all resident interactions and reviews.

Skills

Autonomy & initiative

Team player

Market best practice

Adaptability

Thrives in fast-paced environment

Confident communication

Negotiation skills

Continuous improvement mindset

Job description

Found is the exclusive operator for UK developer FEC. We're on a mission to become no.1, experience led, brand-centric 360 lifestyle operator in the UK. Not just for a time in life, but for a lifetime. If that sounds like your thing, keep reading.

We're actually pretty special... Found is the only operator working across residential and commercial markets, from property and asset management to lettings, estates, and green spaces. We live and breathe experience-led living, sweating the small stuff so that every customer interaction adds value.

Why? Above all else, for experience.

The Role:

We are looking for standout team members who have a true passion for delivering exceptional customer service and creating unforgettable living experiences for our residents. The perfect candidate thrives under pressure, fostering a positive and welcoming community atmosphere. They will be there for our residents, handling any communication and supporting with our community events.

• Resident Relations: Handle complaints, feedback, and queries promptly, ensuring high satisfaction and a positive living experience.
• Community Engagement: Build strong connections with residents and support the planning and delivery of community events.
• Property Standards: Maintain a clean, safe, and well-presented property through regular checks and hands-on support.
• Event & Brand Support: Assist with onsite events and initiatives that enhance resident experience and strengthen brand reputation.
• Problem Solving: Tackle issues proactively, adapt quickly, and contribute ideas to improve operations and service delivery.
• Administration & Compliance: Manage paperwork, records, and ensure adherence to health, safety, and confidentiality standards.
• Maintenance Coordination: Respond to maintenance requests and support smooth apartment operations.
• Brand Ambassador: Represent the brand consistently and professionally in all resident interactions and public reviews.

What we're looking for:

Having the experience is important - but being the right fit is crucial, bring your personality, but hold the ego, these are the traits we wanna' see in you.

• Able to work with autonomy and demonstrate initiative
• An inspiring team player
• Bring and champion market best practice
• Up for change and can adapt easily
• Thrives in a fast-paced environment
• Confident and proactive approach
• The highest level of communication skills with the ability to be able to negotiate with a range of stakeholders including customers and internal teams
• An ethos of continuous improvement

What's in it for You:

As much as we want you to love working with us, we don't expect you to do it for nothing, here is what's in it for you.

• 25 days annual leave increasing with employment
• Pension Scheme
• Life Assurance
• Voluntary benefits including gym membership discounts and cycle to work
• Paid voluntary work

It is the Company's policy to treat all employees and job applicants fairly and equally regardless of their gender, marital or civil partnership status, race, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. Furthermore, the Company will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds.