Complaints jobs in United Kingdom

GREYSTAR is a leading fully integrated global real estate platform offering expertise in property management investment management development and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in more than 250 markets globally with offices throughout North America, Europe, South America and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing overunits / beds globally. Across its platforms Greystar has nearly $79 billion of assets under management including over $35 billion of development assets and over $30 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business.

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Job Description Summary: Student Wellbeing Manager is responsible for fostering a positive and supportive environment by delivering on-site welfare support to employees, building a strong sense of community, and leading wellbeing initiatives. This role involves developing and maintaining a comprehensive Welfare Guide, providing regular on-site training sessions on mental health and wellbeing, and acting as a key point of contact for welfare concerns. Additionally, the Welfare Manager supports the broader management team with day-to-day operational tasks to ensure the smooth running of the site.

Key Role Responsibilities

• Provide direct support to students facing mental health or welfare challenges.
• Signpost students to appropriate external services (e.g. university support, GPs, counselling, charities).
• Lead on debt-related conversations where necessary, offer personal support and manage documentation packs.
• Act as first point of contact for welfare-related incidents, escalating when appropriate.
• Maintain accurate, confidential welfare case records in line with safeguarding and GDPR requirements.

• Deliver a structured wellbeing events programme aligned with the student lifecycle.
• Run events focused on mental health, budgeting, social connection and personal development.
• Engage external contractors, charities and wellbeing partners to enhance programmes.
• Monitor participation and feedback to continuously improve the wellbeing calendar.

• Improve resident communication through wellbeing updates and digital channels.
• Host flat meetings, mediate disputes and support students in conflict resolution.
• Foster an inclusive community and promote peer-to-peer support initiatives (e.g. buddy schemes, cultural integration).
• Encourage shared responsibility for cleanliness, respectful co-living and positive community standards.

• Work as part of the property team, supporting and respecting colleagues to deliver exceptional resident living.
• Support the creation of a positive memorable experience for residents.
• Deliver customer service front-of-house, anticipating and exceeding resident expectations.
• Respond positively to customer queries and complaints, undertaking appropriate action in line with company procedures.
• Support and attend property-wide events and community activities.
• Conduct regular community walks and room inspections to identify early wellbeing or hygiene concerns.
• Advise students on cleanliness and hygiene standards, encouraging healthy living habits to reduce the likelihood of pest or health problems.
• Support incident management outside direct welfare (e.g. behavioural issues, disputes).
• Act as a role model by demonstrating company values at all times.
• Actively interact with residents to proactively improve service delivery and welfare awareness.
• Participate where required in the on-call rota to provide out-of-hours emergency support for the community.
• Develop policy and procedures that can standardise the wellbeing approach across the city with wider effects at Greystar level.
• Develop and maintain external relationships with providers and charities to establish a support network for students.
• Develop and deploy training programmes for operational team members to ensure compliance with signposting, welfare response and community engagement.

• Develop and maintain a Welfare Guide outlining responses to welfare scenarios and escalation pathways.
• Deliver welfare awareness training to on-site staff, ensuring confidence in basic protocols.
• Arrange or provide local training (e.g. safeguarding refreshers, cultural awareness, wellbeing first aid) to reduce reliance on external options.
• Stay up to date with local student wellbeing networks, charities and referral partners.

Knowledge & Qualifications

• Good level of general education.
• Fluent English verbal and written communication skills.
• Proficient in Microsoft Office (Word, Excel, Outlook) and confident in using databases or booking systems (training provided on in-house systems).
• Excellent organisational skills with the ability to manage multiple cases and initiatives.
• Emotionally intelligent, compassionate and highly resilient.
• Strong experience in a wellbeing, safeguarding or mental health-related leadership role.
• Self- and culturally-aware, able to adapt relationship-building, communication and negotiation skills to diverse audiences.
• Demonstrable experience working with young adults, ideally within higher education or student accommodation.
• Significant experience managing and supporting individuals with complex mental health needs or trauma.
• Understanding of debt management processes and awareness of support services (training provided).
• Knowledge of relevant legislation including GDPR, The Care Act, Prevent Duty and mental capacity frameworks.
• A strong team player but also capable of working autonomously and taking ownership.

Required Experience: Manager

Key Skills: Anti Money Laundering, Access Control System, Catering, Assessment, Communication

Employment Type: Full-Time

Experience: years

Vacancy: 1