Resident Experience & Engagement Lead

Cushman & Wakefield; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Cushman & Wakefield in Singapore seeks a Resident Relations Manager to lead resident engagement and ensure prompt, professional service delivery for the Town Council. You will coordinate with council stakeholders to drive feedback resolution and strengthen community relations.

The role requires overseeing multi-channel enquiries, coaching frontline staff, and delivering monthly KPI reports on engagement and service levels, while supporting major resident initiatives and estate works.

Responsibilities

• Lead resident engagement and customer service delivery for the Town Council, ensuring enquiries and feedback are handled promptly, accurately and professionally.
• Oversee resident enquiries received through calls, counter services, email, written correspondence and digital channels.
• Drive first-contact resolution by equipping frontline staff with accurate information and standard responses.
• Coordinate with property, maintenance, project, finance and admin teams to investigate cases and provide updates to residents.
• Monitor call handling performance and investigate trends to improve service levels.
• Ensure feedback is acknowledged within one business day and escalate unresolved cases.
• Prepare monthly reports on resident engagement, KPI results, trends and actions.
• Coach staff on service quality and support customer-service procedures during major incidents.

Job description

Cushman & Wakefield in Singapore seeks a Resident Relations Manager to lead resident engagement and ensure prompt, professional service delivery for the Town Council. You will coordinate with council stakeholders to drive feedback resolution and strengthen community relations.

The role requires overseeing multi-channel enquiries, coaching frontline staff, and delivering monthly KPI reports on engagement and service levels, while supporting major resident initiatives and estate works.