Resident Experience Team Member

Found Ltd; Manchester; On-site; GBP 20,000 - 25,000; Full time

Benefits

25 days annual leave (+ bank holidays)

Pension

Gym membership discounts

Wellness programs

Job summary

A dynamic residential service provider in Manchester seeks a Resident Experience Team Member (Days) for a full-time position. The role requires a passion for exceptional customer service, engaging with residents, and leading community events. Ideal candidates should thrive under pressure and have excellent communication skills. Benefits include 25 days annual leave, pension, and wellness programs.

Qualifications

• Passion and experience in delivering exceptional customer service, ideally within the residential sector.
• Ability to work autonomously and demonstrate initiative.
• Strong communication skills and a proactive approach.

Responsibilities

• Engage with residents to ensure their voices are heard.
• Assist or lead onsite events that deliver top-tier service.
• Conduct regular property checks to ensure high standards.

Skills

Exceptional customer service

Autonomy and initiative

Team player

Communication skills

Adaptability

Continuous improvement ethos

Job description

Found Manchester, England, United Kingdom

Resident Experience Team Member (Days)

Resident Experience Team Member (Days) at Found

Full Time position - Contracted 37 hours a week on average

5 days a week – Monday to Sunday

Shift start times – 6:30am, 9am, 11am, or 3pm

Based at Crown Point (Victoria Riverside): 5-10 min walk from Victoria Station

Found is the exclusive in‑house operator of market‑leading UK developer FEC. We are striving to be the #1 experience‑led, brand‑centric 360 lifestyle operator in the UK.

We are looking for a Resident Experience Team Member (Days) to join our friendly and growing team. We are searching for standout team members who have a true passion for delivering exceptional customer service and creating unforgettable living experiences for our residents. The perfect candidate thrives under pressure, fostering a positive and welcoming community atmosphere. They will be there for our residents, handling any communication and supporting with our community events.

What's the role?

• Tackle resident issues head‑on and turn frowns upside down with stellar solutions.
• Engage with residents, ensuring their voices are heard, listening to feedback and ideas to review service delivery and enhance community events.
• Assist or lead exceptional onsite events that deliver top‑tier service and fantastic reviews.
• Keep the property looking sharp and running smoothly – you won’t be afraid to litter‑pick when needed.
• Conduct regular property checks to ensure everything is in prime condition and up to our high standards.
• Ensure prompt and effective responses to resident questions, requests, Google reviews and feedback.
• Assist with managing and maintaining apartments to ensure a seamless and enjoyable living experience for everyone.
• Dive into new challenges with a hands‑on approach, tackling challenges and processes before they even get a chance to become a problem.
• Speak up with fresh ideas and clever solutions to keep things running smoother than ever.
• Master the art of organization with a knack for handling paperwork, filing and record keeping, turning a mountain of documents into a perfectly ordered masterpiece.
• Represent our brand with flair and consistency, making sure every interaction shines.
• Jump into action for maintenance needs and keep everything running without a hitch.
• Have a solid understanding of health and safety regulations, to keep everyone safe and sound. Safeguard sensitive information with expert discretion, ensuring that every confidential detail stays secure and private.

Role requirements:

We need someone who has passion and experience delivering exceptional customer service for a range of customers above all else, ideally within the residential sector.

Having the experience is important – but being the right fit is crucial, these are the traits we want to see in you:

• Able to work with autonomy and demonstrate initiative
• An inspiring team player
• Bring and champion market best practice
• Up for change and can adapt easily
• Thrives in a fast‑paced environment
• Confident and proactive approach
• The highest level of communication skills with the ability to negotiate with a range of stakeholders including customers and internal teams
• An ethos of continuous improvement

What's in it for you?

• 25 days annual leave (+ bank holidays) – increasing with service
• Pension
• Family‑friendly policies
• Access to gym membership discounts, cycle2work, health cash plans and more
• YAY Day – A dedicated day for strengthening relationships and collaboration through fun group challenges, creative workshops, and team activities, fostering a stronger community
• Together, we win – Celebrating team success with shared experiences
• Fearless Fund – We empower personal and professional development by offering support for experiences that challenge and inspire you, from attending conferences to pursuing certifications
• Feel great, do great – we will be offering you different wellness programs designed to support your health, resilience, and growth

The Process:

Once you’ve submitted your CV, the next step in the process is completing a video introduction. This gives the hiring manager a chance to get to know you beyond your CV. You’ll answer three simple questions, giving us a glimpse of your personality and approach. If selected, you’ll then be invited for a face‑to‑face interview.

It is the Company’s policy to treat all employees and job applicants fairly and equally regardless of their gender, marital or civil partnership status, race, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. Furthermore, the Company will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds.

Seniority level

Entry level

Employment type

Full‑time

Job function

Customer Service

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