Resident Experience & Wellbeing Lead

Commercial Real Estate Management Ltd; Manchester; On-site; GBP 40,000 - 45,000; Full time

Job summary

Commercial Real Estate Management Ltd is seeking a Resident Experience & Support Manager at the Head Office in Manchester, with regular travel to properties across the UK. The role leads resident experience strategy, wellbeing initiatives and complaints handling, ensuring ANUK compliance and actionable insights drive service improvements.

You will manage NPS and survey programmes, analyse resident feedback and build partnerships with universities to foster community engagement and retention.

Qualifications

• Experience within PBSA, higher education, or student housing environments.
• Experience leading customer experience or resident engagement functions.
• Experience managing formal complaints and complex cases.
• Experience safeguarding and wellbeing matters.
• Experience delivering customer satisfaction and NPS programmes.

Responsibilities

• Develop and implement the annual Resident Experience Strategy.
• Lead wellbeing initiatives and safeguarding processes.
• Manage resident surveys (NPS, satisfaction) and report insights.
• Oversee complaints handling and ANUK compliance.
• Build partnerships with universities and local organisations.
• Ensure resident voice informs decisions and service improvements.
• Drive continuous improvement across all sites.

Skills

Customer experience

Stakeholder management

Data analysis

Leadership

Communication skills

Education

Degree-level qualification or equivalent experience

Tools

CRM platforms

Survey platforms

Job description

Commercial Real Estate Management Ltd is seeking a Resident Experience & Support Manager at the Head Office in Manchester, with regular travel to properties across the UK. The role leads resident experience strategy, wellbeing initiatives and complaints handling, ensuring ANUK compliance and actionable insights drive service improvements.

You will manage NPS and survey programmes, analyse resident feedback and build partnerships with universities to foster community engagement and retention.