Location
Chapter Highbury

Hours
Full Time

Salary
Negotiable

About the Role
Chapter Highbury is undergoing a multi-year programme of building improvement works, including phased internal decant and recant of residents to swing space while fire safety and refurbishment works are carried out, alongside external scaffolding and re-cladding works. The Resident Experience Manager owns the resident-facing side of this programme end to end – communications, welfare, complaints, compensation, disruption, and day-to-day liaison with the appointed move-management contractor – ensuring residents are kept informed, safe, and well supported throughout. This allows Community Managers and the wider project team to focus on their own workstreams.

The key responsibilities include owning and issuing resident communications across the programme – standing notices, individual move notices, works-nearby notices, and Q&A materials – in line with the agreed communications strategy and framing principles, working with Legal and PR for sign-off before issue. Acting as the day-to-day liaison with the move-management contractor, overseeing crate delivery, packing support, move-day logistics, and progress/risk tracking for each phase. Coordinating swing-space allocation and readiness with Community Managers and RLOs to ensure each phase's decant and recant runs to schedule.

Additional duties include administering the resident compensation process by confirming affected-room and hoist-impact lists with the project team, applying the agreed compensation model (rent-back, vouchers, noise-impact multiplier), and processing payments or credits. Managing resident welfare and accessibility needs related to the works, including PEEP/vulnerability flags and arranging additional packing/unpacking support where required. Owning resident complaints and feedback related to the works programme, tracking recurring themes and escalating to the wider project team as needed.

Supporting group booking coordinators with tailored communication and coordination where group-held rooms fall within a works phase. Maintaining the single source of truth for residents on the programme – portal/app content, on-site signage, and FAQ – keeping it current as phases progress. Representing resident experience considerations at project and site meetings with Development & Construction, Legal, PR, and community teams. Reporting regularly to the Community Manager on resident sentiment, complaint volumes, compensation spend, and move-phase progress, with visibility to the Regional Operations Manager.

Experience
Proven experience in a resident/customer experience, community management, or similar people-facing operational role within student accommodation, build-to-rent, or hospitality. Experience managing multiple stakeholders – contractors, Legal, PR, and internal community teams – in a live operational environment. Strong written communication skills, with the ability to draft clear, empathetic, and policy-accurate resident communications. Experience handling sensitive resident situations – complaints, compensation, and vulnerable residents – with sound judgement and care. Highly organized, with the ability to manage a rolling schedule of overlapping move phases across multiple buildings and years. Comfortable working with data and spreadsheets to track compensation, occupancy, and move status (Excel). Calm under pressure, with a solutions-focused approach to fast-changing situations such as non-responsive residents or schedule slippage.

About you
Detail-oriented and proactive with excellent interpersonal skills. Able to work collaboratively with diverse teams and external contractors. Empathetic and resident-focused, ensuring a positive resident experience throughout complex building works. Adaptable and resilient in a dynamic environment.

Qualifications
Educated to degree level or equivalent experience, ideally in hospitality, customer experience, or residential/property management. Working knowledge of UK tenancy matters as they relate to notice periods and temporary relocation is desirable but not essential.