Overview
We are seeking a dedicated Resident Experience Advisor to join our team, committed to delivering exceptional service and fostering positive relationships with residents. The Resident Experience Advisor is a key front-of-house role responsible for delivering an outstanding resident experience within a Co-Living environment. Acting as the first point of contact for residents, visitors, and stakeholders, the role focuses on providing friendly, professional, and efficient customer service while supporting the smooth day-to-day operation of the building.
It’s a lively, social workplace where no two days are the same. You’ll work with a supportive team, meet people from all over the world, and be part of a resident-focused community full of energy, events, and great vibes - while making a real difference to residents’ experience.
Customer Service & Resident Experience
- Serve as the first point of contact for residents, prospective residents, visitors, and contractors, both in person and via phone/email.
- Deliver a welcoming, inclusive, and professional service aligned with Co-Living brand values.
- Handle enquiries, requests, and complaints efficiently, ensuring timely resolution and high levels of resident satisfaction.
- Support resident wellbeing by signposting to appropriate internal or external support services when required.
Front Desk & Administration
- Manage reception duties including access control, key management, parcel handling, and visitor sign-in procedures.
- Maintain accurate records on property management and CRM systems.
- Assist with bookings, room changes, and general administrative tasks.
- Ensure compliance with data protection and confidentiality standards
Operational Support
- Log and follow up maintenance requests, liaising with facilities and maintenance teams.
- Support health & safety procedures, including fire safety, incident reporting, and emergency response protocols.
- Assist during peak periods such as check-in, check-out, and arrivals weekends.
- Monitor communal areas to ensure cleanliness, safety, and appropriate behaviour.
Sales & Retention Support
- Support lettings and rebooking activity by answering sales enquiries and promoting services and events.
- Assist with viewings and open days where required.
- Encourage positive reviews and feedback to support occupancy and retention.
Skills & Experience
Essential
- Proven experience in a customer-facing role (hospitality, retail, BTR, Co-living, student accommodation, or similar).
- Excellent communication and interpersonal skills.
- Strong problem-solving ability with a calm and professional approach.
- Good IT skills, including Microsoft Office and CRM/property systems.
- Ability to work flexibly, including evenings, weekends, and peak leasing periods.
Desirable
- Experience within BTR, Co-living, PBSA, hospitality, or residential services.
- Understanding of residents’ needs and multicultural environments.
- Knowledge of health & safety or safeguarding procedures.
Personal Attributes
- Friendly, approachable, and customer-focused.
- Organised with strong attention to detail.
- Resilient and able to manage competing priorities.
- Team-oriented with a proactive and positive attitude
- Culturally aware and committed to equality, diversity, and inclusion.
Pay: £26,400.00 per year
Work Location: In person
