Complaints Management & Resolution

• Own and manage the resident complaints framework.
• Ensure all complaints are handled professionally, fairly and in accordance with company policy.
• Investigate complex and escalated complaints.
• Produce high-quality written complaint responses.
• Monitor complaint handling standards across all sites.
• Ensure timely acknowledgement, investigation and resolution of complaints.
• Maintain accurate complaint records and documentation.
• Provide support and guidance to operational teams managing complaints.
• Identify recurring complaint themes and underlying root causes.
• Lead service improvement initiatives arising from complaints.
• Escalate significant complaints and reputational risks appropriately.
• Manage customer recovery plans where required.
• Act as the senior point of escalation for resident dissatisfaction.

ANUK Compliance & Complaints Oversight

• Act as the lead for complaints management under the ANUK National Code.
• Maintain oversight of all complaints escalated through ANUK processes.
• Coordinate evidence gathering and investigations relating to ANUK complaints.
• Prepare submissions and responses for external reviews and determinations.
• Ensure compliance with ANUK complaint handling requirements.
• Monitor complaint outcomes and recommendations issued through the ANUK process.
• Implement lessons learned and service improvement actions arising from external complaint reviews.
• Support annual ANUK compliance audits and reviews.
• Deliver complaint handling training and guidance to site teams.
• Produce ANUK compliance and complaints performance reports.

Data Analysis & Continuous Improvement

• Analyse resident experience, operational and performance data.
• Produce reports.
• Monitor trends relating to:
  • Resident satisfaction
  • Retention
  • Rebooking
  • Wellbeing
  • Complaints
  • Community engagement
• Develop action plans to address service gaps.
• Track and evaluate the impact of improvement initiatives.
• Drive evidence-based decision making.
• Present recommendations to senior leaders based on resident insight.
• Lead service improvement workshops.
• Foster a culture of continuous improvement and customer focus.

Operational Leadership

• Support occupancy and retention objectives.
• Work closely with operations and facilities teams to resolve resident concerns.
• Support arrivals, departures and peak trading periods.
• Contribute to risk management and operational planning.
• Support policy development relevant to resident experience and wellbeing.
• Ensure resident-facing services operate to agreed standards.

Key Performance Indicators (KPIs)

Resident Experience

• Overall resident satisfaction score.
• Net Promoter Score (NPS).
• Resident recommendation score.
• Online review ratings.
• Community engagement levels.
• Event participation rates.
• Resident retention rates.
• Rebooking rates.

Complaints & ANUK

• Number of formal complaints.
• Complaint response times.
• Complaint resolution times.
• First-contact resolution rates.
• Repeat complaint rates.
• ANUK escalations.
• ANUK complaint outcomes.
• Service improvements implemented from complaints.

Wellbeing

• Wellbeing programme engagement.
• Welfare case outcomes.
• Safeguarding compliance.
• University partnership effectiveness.

Insight & Improvement

• Survey response rates.
• Completion of action plans.
• Improvement in satisfaction scores.
• Improvement in NPS performance.
• Implementation of resident-led improvements.
• Senior leadership reporting performance.

Person Specification

Essential Qualifications

• Degree-level qualification or equivalent experience.
• Evidence of continued professional development.

Essential Experience

• Experience within PBSA, Higher/ter education, housing or customer experience environments.
• Experience leading customer experience or resident engagement functions.
• Experience managing formal complaints and complex customer cases.
• Experience handling sensitive wellbeing matters.
• Experience delivering customer satisfaction programmes.
• Experience managing NPS and resident survey programmes.
• Experience analysing customer insight and operational data.
• Experience developing service improvement plans.
• Experience producing reports and presenting findings to senior stakeholders.
• Experience leading projects and initiatives across multiple teams.

Desirable Experience

• PBSA sector experience.
• Knowledge of the ANUK National Code.
• Experience supporting higher education students.
• Safeguarding experience.
• Mental Health First Aid qualification.
• Experience managing resident communities.
• Experience with CRM and survey platforms.

Knowledge

Essential

• Customer experience best practice.
• Complaint handling principles.
• Resident wellbeing and safeguarding.
• Data analysis and reporting.
• Equality, diversity and inclusion.
• GDPR and confidentiality requirements.

Desirable

• ANUK National Code.
• Student accommodation regulation.
• Consumer protection legislation.
• Higher Education sector knowledge.

Skills & Competencies

Customer Focus

• Passionate about delivering exceptional customer experiences.
• Strong relationship-building skills.
• Ability to create resident-centred solutions.

Communication

• Excellent verbal and written communication.
• Strong report writing skills.
• Influencing and presentation skills.

Analytical Skills

• Strong data interpretation capability.
• Ability to identify trends and root causes.
• Experience producing actionable insight.

Leadership

• Ability to motivate and influence others.
• Strong stakeholder management.
• Ability to drive change and service improvement.

Personal Attributes

• Empathetic and approachable.
• Resilient and calm under pressure.
• Highly organised.
• Professional and confidential.
• Proactive and solution-focused.
• Committed to inclusion and resident wellbeing.

Values & Behaviours

The Resident Experience & Wellbeing Manager Will

• Put residents at the heart of every decision.
• Champion wellbeing, inclusion and belonging.
• Demonstrate integrity and accountability.
• Use resident feedback to drive improvements.
• Foster collaborative working relationships.
• Promote a culture of continuous improvement.
• Deliver service excellence through insight-led decision making.
• Lead by example and uphold the highest professional standards.