Reports To: Senior Operations Manager, North (dotted line to Head of Marketing)
Location: Head Office, Manchester, with regular travel to properties across UK
Salary: £40,000 to £45,000 (depending on experience)
Job Purpose
The Resident Experience & Support Manager is responsible for leading the resident experience strategy across the PBSA portfolio, ensuring residents receive an exceptional living experience that supports wellbeing, community engagement, academic success, and personal development.
The role will own resident satisfaction, Net Promoter Score (NPS), resident surveys, customer insight, complaints management, safeguarding, wellbeing initiatives, and ANUK compliance relating to resident experience. The post holder will act as the organisational lead for resident feedback and service improvement, ensuring resident voice is at the centre of decision-making and continuously translated into measurable operational improvements.
The role will also oversee all formal complaints, including complaints escalated under the ANUK National Code, ensuring fair, timely and transparent investigations while driving learning and service enhancement across the business.
Key Responsibilities
Resident Experience & Community Engagement
Develop and implement the annual Resident Experience Strategy.
Create an engaging, inclusive and supportive residential environment.
Design and deliver a varied programme of social, educational, wellbeing and community events.
Lead welcome, induction and arrival programmes.
Develop initiatives that improve resident retention and rebooking.
Build partnerships with universities, students' unions and local organisations.
Promote diversity, equality, inclusion and belonging throughout the resident community.
Manage resident ambassador programmes and peer engagement initiatives.
Ensure communication channels are effective, engaging and responsive.
Wellbeing & Student Support
Lead wellbeing initiatives that promote positive mental health and resilience.
Act as a key point of contact for resident wellbeing concerns.
Provide guidance, support and signposting to appropriate support services.
Build effective relationships with university wellbeing teams and external agencies.
Support safeguarding processes and ensure concerns are appropriately escalated.
Maintain confidential and accurate wellbeing records.
Develop wellbeing campaigns focused on mental health, financial wellbeing, loneliness, personal safety and community cohesion.
Ensure staff understand safeguarding responsibilities and escalation procedures.
Resident Insight, NPS & Survey Management
Develop and manage the resident feedback strategy across the entire customer journey.
Manage all resident satisfaction surveys including:
Arrival surveys
Induction surveys
Mid-year surveys
Wellbeing surveys
Departure surveys
Rebooking surveys
Lead the Net Promoter Score (NPS) programme.
Monitor, analyse and report on resident satisfaction performance.
Identify emerging themes, risks and opportunities from resident feedback.
Analyse survey results and convert findings into actionable improvement plans.
Deliver detailed insight reports for senior leadership teams.
Maintain resident experience dashboards and performance metrics.
Monitor satisfaction trends across sites, demographics and resident groups.
Benchmark resident experience performance against sector standards.
Present resident insight and recommendations to leadership teams.
Ensure resident feedback directly informs operational and strategic decision-making.
Complaints Management & Resolution
Own and manage the resident complaints framework.
Ensure all complaints are handled professionally, fairly and in accordance with company policy.
Investigate complex and escalated complaints.
Produce high-quality written complaint responses.
Monitor complaint handling standards across all sites.
Ensure timely acknowledgement, investigation and resolution of complaints.
Maintain accurate complaint records and documentation.
Provide support and guidance to operational teams managing complaints.
Identify recurring complaint themes and underlying root causes.
Lead service improvement initiatives arising from complaints.
Escalate significant complaints and reputational risks appropriately.
Manage customer recovery plans where required.
Act as the senior point of escalation for resident dissatisfaction.
ANUK Compliance & Complaints Oversight
Act as the lead for complaints management under the ANUK National Code.
Maintain oversight of all complaints escalated through ANUK processes.
Coordinate evidence gathering and investigations relating to ANUK complaints.
Prepare submissions and responses for external reviews and determinations.
Ensure compliance with ANUK complaint handling requirements.
Monitor complaint outcomes and recommendations issued through the ANUK process.
Implement lessons learned and service improvement actions arising from external complaint reviews.
Support annual ANUK compliance audits and reviews.
Deliver complaint handling training and guidance to site teams.
Produce ANUK compliance and complaints performance reports.
Data Analysis & Continuous Improvement
Analyse resident experience, operational and performance data.
Produce reports.
Monitor trends relating to:
Resident satisfaction
Retention
Rebooking
Wellbeing
Complaints
Community engagement
Develop action plans to address service gaps.
Track and evaluate the impact of improvement initiatives.
Drive evidence-based decision making.
Present recommendations to senior leaders based on resident insight.
Lead service improvement workshops.
Foster a culture of continuous improvement and customer focus.
Operational Leadership
Support occupancy and retention objectives.
Work closely with operations and facilities teams to resolve resident concerns.
Support arrivals, departures and peak trading periods.
Contribute to risk management and operational planning.
Support policy development relevant to resident experience and wellbeing.
Ensure resident-facing services operate to agreed standards.
Key Performance Indicators (KPIs)
Resident Experience
Overall resident satisfaction score.
Net Promoter Score (NPS).
Resident recommendation score.
Online review ratings.
Community engagement levels.
Event participation rates.
Resident retention rates.
Rebooking rates.
Complaints & ANUK
Number of formal complaints.
Complaint response times.
Complaint resolution times.
First-contact resolution rates.
Repeat complaint rates.
ANUK escalations.
ANUK complaint outcomes.
Service improvements implemented from complaints.
Wellbeing
Wellbeing programme engagement.
Welfare case outcomes.
Safeguarding compliance.
University partnership effectiveness.
Insight & Improvement
Survey response rates.
Completion of action plans.
Improvement in satisfaction scores.
Improvement in NPS performance.
Implementation of resident-led improvements.
Senior leadership reporting performance.
Person Specification
Essential Qualifications
Degree-level qualification or equivalent experience.
Evidence of continued professional development.
Essential Experience
Experience within PBSA, Higher/ter education, housing or customer experience environments.
Experience leading customer experience or resident engagement functions.
Experience managing formal complaints and complex customer cases.
