Manager - Residents Relations

Job description

the employer is looking for a passionate and dynamic professional to take on the role of Manager - Residents Relations. In this key position, you will be responsible for fostering positive relationships with the resident community, ensuring their needs and concerns are addressed effectively. You will play an integral role in creating a welcoming and engaging environment that reflects the employer’s commitment to excellence in community relations. Key Responsibilities include operating resident feedback, complaints, and service recovery governance frameworks, managing resident communication channels, notices, and information campaigns, tracking and escalating resident issues, ensuring timely closure and service recovery, coordinating with Housing Services, Catering, Recreation, Facilities, and other departments to resolve resident concerns, maintaining resident satisfaction data, trend analysis, and improvement actions, and supporting resident town halls, meetings, and engagement sessions. The role requires a Bachelor’s degree in Hospitality Management, Business Administration, Communications, or a related field, with preferred customer service or complaints handling training, minimum 5 years of experience in resident relations, customer service, hospitality, or community management, experience managing complaint-handling frameworks and service recovery processes, strong interpersonal and communication skills, with the ability to engage effectively with diverse resident groups, proven experience in conflict resolution and problem-solving, and the ability to manage multiple projects and priorities in a fast-paced environment, with fluency in English.

Requirements

• Proficient in using CRM systems and communication tools, Excel, customer service, effective communication, 5+ years of experience

Skills