Resident Experience Coordinator

Hours: Monday-Friday 9-5:30pm 1 day working from home

Location: Reading

Salary: £32,000

About the Role

We are looking for a customer-focused and organised Resident Experience Coordinator to support residents throughout their tenancy, delivering a high standard of service from move-in through to move-out.

Acting as a key point of contact for residents, you will manage enquiries, oversee tenancy administration, handle complaints, support legal processes and maintain accurate records. You will work closely with internal teams and external stakeholders to ensure resident matters are dealt with efficiently, professionally and in line with relevant legislation and company procedures.

The successful candidate will have experience in customer service, residential property, lettings, housing or a similar operational environment, with excellent communication skills, strong attention to detail and the ability to manage a busy workload.

Key Responsibilities

Resident Services & Communication

• Act as a key point of contact for residents, providing a professional and customer-focused service.

• Manage enquiries via phone, email and internal systems, ensuring responses meet agreed service standards.

• Maintain accurate records of resident interactions and tenancy information.

• Provide proactive updates regarding tenancy matters, maintenance and general services.

• Support residents with property-related services and technology where required.

Resident Lifecycle Management

• Support the resident journey from move-in through to move-out.

• Coordinate onboarding, tenancy changes, inspections and tenancy termination processes.

• Ensure resident and property records are accurate and up to date.

• Contribute to initiatives that improve resident satisfaction and retention.

Arrears, Notices & Legal Administration

• Support the management of rent arrears in line with company procedures.

• Prepare and administer tenancy notices and legal documentation.

• Liaise with legal representativ