Resident Experience Manager
Build to Rent | Reading
Salary: £40,000 + benefits

Deverellsmith is partnering with a leading operator in the single-family Build to Rent sector to appoint a Resident Experience Manager. The business owns and manages high-quality, new-build family homes for rent across the UK, is backed by significant institutional investment, and has built its reputation on putting residents first.

This is a key leadership role within the Property Operations function, reporting to the Property Operations Manager. You'll lead the Resident Services team and take ownership of the end-to-end resident journey, from day-to-day enquiries and escalated complaints through to move-outs, deposits and retention.

The role

You'll lead, coach and develop the Resident Services team through weekly huddles, regular one-to-ones and a clear focus on service levels and productivity, building a positive, resident-focused culture. You'll champion a resident-first approach across every touchpoint, making sure enquiries are prioritised and resolved promptly, and you'll drive satisfaction and online reputation through reviews and feedback programmes.

You'll take ownership of escalated complaints through to resolution, spot recurring issues, and produce trend analysis for senior leadership. You'll oversee the end-of-tenancy process, approving deposit deductions fairly and within required timescales, and use termination trends and feedback to reduce avoidable churn. You'll also oversee legal processes relating to tenancy management, ensuring notices and documentation are compliant and liaising with external legal partners where needed.

Reporting is central to the role: you'll track KPIs including resident satisfaction, complaint volumes and resolution times, deposit performance, churn and retention, and team productivity, working closely with Property Management, Lettings, Tenancy Progression and Maintenance teams to deliver a joined-up service.

What they're looking for

You'll have experience managing a customer-focused operational team in Build to Rent, residential property, student accommodation, hospitality or a similar fast-paced service environment. You'll bring proven experience handling complex complaints and escalations, a strong working knowledge of tenancy management (particularly move-outs and deposit administration), and the analytical skills to turn data into service improvements. You'll be highly organised, calm under pressure, and confident using Microsoft Office and CRM platforms.

Experience in single-family housing or BTR, an understanding of UK tenancy legislation, and an ARLA qualification (or willingness to work towards one) would all be a bonus, as would a track record of leading change and service improvement.

Why apply?

This is an opportunity to shape resident experience at a well-funded, growing operator in one of the most exciting parts of the rental living market, with real visibility to senior leadership.