Resident Experience & Wellbeing Lead

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

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.