Manager - Residents Relations

Job description

the employer Investment Company is looking for a passionate and dynamic professional to take on the role of Lead - Residents Relations (DEL5). 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 • Operate resident feedback, complaints, and service recovery governance frameworks. • Manage resident communication channels, notices, and information campaigns. • Track and escalate resident issues, ensuring timely closure and service recovery. • Coordinate with Housing Services, Catering, Recreation, Facilities, and other departments to resolve resident concerns. • Maintain resident satisfaction data, trend analysis, and improvement actions. • Support resident town halls, meetings, and engagement sessions. • Ensure documentation of complaints, investigations, and closure evidence.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, Communications, or related field.
• Customer service or complaints handling training is preferred.
• 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.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Proficient in using CRM systems and communication tools.
• Fluent in English.

Skills