About LIVINGWAY
At LIVINGWAY, we are dedicated to empowering individuals and communities through innovative solutions and exceptional service. Rooted in a commitment to excellence, integrity, and collaboration, we strive to create meaningful impact in everything we do.
Our organisation is built on a foundation of strong values and a vision to inspire positive change. Whether in the workplace or the communities we serve, LIVINGWAY is a place where passion meets purpose, and everyone is encouraged to grow, thrive, and succeed.
At LIVINGWAY, we don’t just manage buildings we create homes, experiences, and communities where people can truly live how they love.
Job Title / Resident Experience Manager
Reports To / Chief Operating Officer (COO)
Location / Head Office Based
Contract Type / Full-Time | Permanent
Role Overview
The Resident Experience Manager is responsible for overseeing and elevating the customer service experience across all LIVINGWAY communities. Acting as the central point of contact for resident communication, this role ensures residents receive a consistent, high-quality, hospitality-led experience throughout their tenancy journey.
This role will manage resident correspondence across the portfolio, oversee inbound communication and service delivery standards, coordinate operational appointments, and ensure all resident matters are resolved efficiently by either directly assisting or directing enquiries to the appropriate department or individual.
The Resident Experience Manager will play a key role in shaping the overall resident journey, driving service excellence, supporting resident retention, and ensuring LIVINGWAY consistently delivers exceptional customer experiences and memorable “wow” moments.
This is a highly organised, people-focused role that requires strong communication skills, operational awareness, and a genuine passion for customer service and community experience.
Key Responsibilities
Resident Experience & Customer Service Oversight
- Act as the primary central contact for resident communication across all LIVINGWAY communities.
- Deliver exceptional customer service and ensure residents receive a professional, efficient, and positive experience at all times.
- Manage incoming resident communication including:
- Phone calls
- Emails
- Resident app messages
- General enquiries
- Ensure all resident correspondence is responded to within company service level expectations.
- Resolve resident queries directly where possible or escalate/direct them to the appropriate operational department.
- Monitor resident satisfaction and proactively identify opportunities to improve the resident journey.
- Create and coordinate “wow” moments and resident engagement initiatives across the portfolio.
- Handle complaints professionally, empathetically, and solutions focused.
- Ensure communication remains aligned with the LIVINGWAY tone, values, and brand standards.
Resident Communication & Tenancy Documentation
- Co-ordinate and provide current and future residents with all relevant documentation relating to their tenancy in a professional and timely manner.
- Ensure residents receive required statutory and compliance documentation in line with current legislation and company procedures.
- Support the distribution and communication of any tenancy-related legislative changes, policy updates, or operational notices affecting residents.
- Work closely with operational and compliance teams to ensure documentation processes remain accurate, compliant, and up to date.
- Maintain accurate records of all resident documentation issued and correspondence relating to tenancy matters.
Central Communication Management
- Be the main phone-answering contact for the business and ensure calls are managed professionally and efficiently.
- Coordinate communication between residents and site teams including:
- Community Managers
- Leasing teams
- Maintenance teams
- Housekeeping
- Wellness and events teams
- External contractors
- Ensure residents are updated regularly regarding maintenance works, operational updates, appointments, and building notices.
- Support the creation and distribution of resident communications and announcements.
- Ensure consistency in customer service standards across all sites.
Appointment & Operational Coordination
- Coordinate and manage bookings for:
- Property inspections
- Check-ins
- Check-outs
- Contractor appointments
- Maintenance visits
- Resident meetings
- Work closely with operational and site teams to ensure appointments are completed efficiently and on time.
- Assist with move-in and move-out coordination where required.
- Support site teams during busy leasing periods, including assisting with resident viewings when necessary.
Resident Retention & Experience Enhancement
- Support resident retention strategies through exceptional service delivery and relationship management.
- Assist in creating initiatives that improve resident satisfaction and community engagement.
- Monitor resident feedback, complaints, and trends to identify operational improvements.
- Work collaboratively with Community Managers to ensure residents feel valued and connected to their communities.
- Support portfolio wide resident engagement activities and experiences.
Administration & Reporting
- Maintain accurate records of resident communication, issues, and resolutions within internal systems.
- Monitor response times and service standards across the customer experience function.
- Produce reporting on:
- Resident satisfaction
- Complaints and resolutions
- Response times
- Service trends
- Retention-related insights
- Ensure compliance with company procedures, GDPR requirements, and operational processes.
- Support the COO with customer service improvements and operational efficiencies across the portfolio.
Skills & Experience Required
- Previous experience in customer service, hospitality, Build-to-Rent, property management, hotels, or front-of-house operations preferred.
- Exceptional communication and interpersonal skills.
- Strong organisational and administrative abilities.
- Ability to manage multiple communities and priorities simultaneously.
- Professional, approachable, and highly solutions-focused.
- Strong conflict resolution and complaint-handling capability.
- High attention to detail and service standards.
- Comfortable working within fast-paced operational environments.
- Strong IT skills including CRM/property management systems and Microsoft Office.
- Ability to work collaboratively across departments and operational teams.
- Positive, proactive, and customer-first mindset.
What Success Looks Like in This Role
- Residents receive a consistently exceptional experience across all communities.
- Resident communication is managed efficiently, professionally, and proactively.
- High resident satisfaction and positive feedback levels.
- Strong coordination between residents and operational teams.
- Complaints and issues are resolved effectively and promptly.
- Increased resident retention and positive community engagement.
- LIVINGWAY’s hospitality-led service standards are consistently upheld across the portfolio.
Why Join LIVINGWAY?
At LIVINGWAY, we are redefining modern renting through hospitality, community, wellness, and exceptional customer experiences.
This role is ideal for someone passionate about people, service, and creating meaningful resident experiences. You will play a central role in shaping how residents experience life at LIVINGWAY while working closely with operational leadership to continuously elevate standards across the business.
Pay: £28,000.00-£35,000.00 per year
Benefits:
- Company events
- Company pension
- Health & wellbeing programme
Application question(s):
- What does “exceptional resident experience” genuinely look like to you in a Build-to-Rent or hospitality environment?
- How would you deal with a resident who feels ignored after multiple maintenance issues?
- This role involves managing communication across multiple sites and departments. How do you stay organised under pressure?
- How would you ensure communication stays aligned with brand tone and values?
- How would you handle a situation where an internal team member was delaying resident resolutions?
- How would you improve resident engagement across multiple communities?
Work Location: In person
