Resident Experience Coordinator

Centrick Group; Worcester; On-site; GBP 22,000 - 28,000; Full time

Job summary

A property management company in Worcester is seeking a Customer Experience Advisor to be the first point of contact for residents and clients. This role involves enhancing resident experiences, managing queries, and implementing retention strategies. The ideal candidate enjoys a fast-paced environment and is eager to develop skills for future career advancement in the property sector. Join a collaborative team dedicated to service excellence while benefiting from a robust perks package.

Benefits

25 days’ holiday plus bank holidays

Enhanced pension scheme

Extra holiday with length of service

Health & Wellbeing support

Company sick pay increases

Study support for professional growth

24/7 mental health services

Extra day off on birthday

Volunteer day annually

Monthly rewards platform

Qualifications

• Experience in a customer service role is an advantage.
• Ability to thrive in a fast-paced environment.
• Strong communication skills for effective interaction with clients.

Responsibilities

• Enhance the living experience of residents through engagement programs.
• Respond to resident queries efficiently at the reception.
• Implement strategies for resident retention and manage reviews.
• Monitor and report on site performance and compliance checks.

Skills

Customer service

Empathy

Communication

Problem-solving

Time management

Job description

We are Centrick—a team of driven property experts united by a simple goal: to make customers’ lives better every day. With a growing national presence, we manage buildings and estates of all shapes and sizes, ensuring residents enjoy a peaceful and secure home.

We’re all about people—professional, friendly, and always up for working closely with our teams, clients, and customers. Every step we take is about building up our people or enhancing our business. That’s why we reinvest our profits back into our team, cutting-edge tech, and the future of Centrick!

We take pride in the service we provide as well as building a collaborative culture internally.

So, who are we looking for?

As a Customer Experience Advisor at Centrick, you’ll be the first point of contact for residents and clients, providing support across a wide range of property-related queries. Sitting within our newly restructured Property Assistant team, this is a customer service-focused role designed to deliver an exceptional resident experience, build trust, and offer timely, accurate resolution to queries.

This role is perfect for someone who thrives in a fast-paced, high-volume environment, is confident on the phone, and demonstrates empathy and ownership with every interaction. You’ll be trained to manage systems, understand property operations, and develop the skills needed to progress into more senior roles such as Team Lead or into the wider Property function.

And what will you be doing?

No two days are the same but the below gives you a flavour for some of the tasks you’d typically be involved with. Even if you can’t tick everything off from the list below but think you’ve got what it takes, we’d be keen for you to apply:

• Enhance the living experience of residents by implementing a Residents Engagement Programme
• Cover the reception desk and respond to resident queries efficiently
• Work with Central Services & third-party agents to maximise occupancy
• Implement resident retention strategies
• Achieve positive resident reviews on various online platforms in line with set KPIs
• Manage post and parcels for residents
• Ensure optimum service levels at all stages of the resident journey — move ins, during residency and move out.
• Create an online presence on social media channels in line with Centrick brand guidelines.
• Be aware of competitor activity and shifts in the local market
• Effectively maintain your site in line with set KPIs
• Report on site performance in line with client and Line Manager expectations
• Any risks to visitors, staff and residents are removed or reported
• To monitor contractors on-site to ensure they observe noise and other restrictions as well as abide by Centrick procedures
• Carry out routine inspections and compliance checks with reporting for audits
• Manage works conducted by suppliers
• Ensure a robust PPM schedule is implemented

Why join us?

• Time to Recharge: 25 days’ holiday plus bank holidays
• Future Security: Enhanced pension scheme based on role
• Extra Holiday: Your holiday allowance grows with your length of service—because loyalty deserves rewards
• Health & Wellbeing: Medicash, virtual GP, therapies, dental and optical support
• Sick Pay Boost: Company sick pay increases over time to support your wellbeing when you need it most
• Learning & Development: Study support and access to our dedicated academy to help you grow professionally and personally
• Mental Health Support: 24/7 mental health services
• Birthday Bonus: Enjoy an extra day off on your birthday to celebrate your way
• Giving Back: One volunteer day annually to support a charity or cause close to your heart
• Reward Platform: Monthly perks to spend how you like

At Centrick, diversity and inclusivity are fundamental to who we are. We welcome applicants from all backgrounds and are committed to creating a respectful and supportive hiring experience. If you need any adjustments during the interview process, please let us know—we’re here to help you succeed.