Residential Experience Manager- BPSDC

The Residential Experience Manager provides an estate-wide residential liaison and coordination function across all three residential phases. The role ensures that resident matters involving multiple teams are joined up, appropriately allocated, actively monitored and communicated through to resolution, so residents experience a consistent, responsive and well-coordinated service.

The role sits within the Residential team and acts as the principal residential interface with Operations and other specialist functions. It improves visibility, accountability and consistency without duplicating or taking over the responsibilities of Property Management, Operations, Surveying, Technical, PODs, Concierge or other functional owners.

This role is based onsite within the management office, with a requirement to perform certain duties within the buildings around the estate.

Key Responsibilities

• Cross-functional coordination and escalation
• Resident communications and experience
• Residential Portal governance and workflow
• Operational liaison and service insight
• Resident engagement and continuous improvement
• Reporting, governance and business continuity 

- Experience in residential property, resident services, hospitality, customer experience, estate management or a comparable multi-stakeholder service environment.
- Demonstrable experience coordinating complex issues involving several teams or service providers.
- Strong resident or customer communication skills, including managing expectations during delays, incidents or service disruption.
- Experience using a case-management, property-management, CAFM or similar system to record, track and report requests.
- Ability to monitor actions, identify overdue matters, follow up constructively and escalate appropriately.
- Strong organisation, prioritisation, record-keeping and problem-solving skills.
- Confidence working across operational, technical and property-management functions without direct authority over all contributors.
- Ability to analyse feedback and service information, identify trends and recommend practical improvements.
- Good judgement, professionalism, discretion and an understanding of the importance of accurate records and  appropriate information handling

- Experience in a large-scale, premium residential or mixed-use estate.
- Experience with Dwellant or a comparable resident portal, case-management or task-tracking system.
- Experience coordinating incidents, maintenance communications or resident-facing activity associated with major works.
- Understanding of residential property management, service-charge environments and the responsibilities of specialist estate teams.

Personal Attributes
- Resident-focused and approachable, with a clear understanding of how communication and follow-through shape the resident experience.
- Proactive and persistent, ensuring matters do not lose momentum between teams.
- Collaborative and influential, able to build effective working relationships without overstepping functional responsibilities.
- Accountable and organised, with a strong focus on clear ownership, reliable records and follow-through.
- Calm and decisive when coordinating live incidents or competing priorities.
- Commercially aware and focused on practical, proportionate improvements.
- Committed to consistency, transparency and continuous improvement.

What Success Looks Like
- Consistently meeting or exceeding response time and resolution KPIs
- Clear, insightful reporting that drives operational improvements
- Proactive identification and escalation of issues before they impact residents
- High resident satisfaction with communication and service delivery
- Reduced backlog of open requests and improved resolution efficiency
- Strong coordination across teams, ensuring no issues fall through the cracks