Resident & Support Manager

Job Title: Resident Experience & Support Manager

Department: Operations

Reports To: Senior Operations Manager, North (dotted line to Head of Marketing)

Location: Head Office, Manchester, with regular travel to properties across UK

Salary: £40,000 to £45,000 (depending on experience)

The Resident Experience & Support Manager is responsible for leading the resident experience strategy across the PBSA portfolio, ensuring residents receive an exceptional living experience that supports wellbeing, community engagement, academic success, and personal development.

The role will own resident satisfaction, Net Promoter Score (NPS), resident surveys, customer insight, complaints management, safeguarding, wellbeing initiatives, and ANUK compliance relating to resident experience. The post holder will act as the organisational lead for resident feedback and service improvement, ensuring resident voice is at the centre of decision‑making and continuously translated into measurable operational improvements.

The role will also oversee all formal complaints, including complaints escalated under the ANUK National Code, ensuring fair, timely and transparent investigations while driving learning and service enhancement across the business.

• Develop and implement the annual Resident Experience Strategy.
• Create an engaging, inclusive and supportive residential environment.
• Design and deliver a varied programme of social, educational, wellbeing and community events.
• Lead welcome, induction and arrival programmes.
• Develop initiatives that improve resident retention and rebooking.
• Build partnerships with universities, students' unions and local organisations.
• Promote diversity, equality, inclusion and belonging throughout the resident community.
• Manage resident ambassador programmes and peer engagement initiatives.
• Ensure communication channels are effective, engaging and responsive.

• Lead wellbeing initiatives that promote positive mental health and resilience.
• Act as a key point of contact for resident wellbeing concerns.
• Provide guidance, support and signposting to appropriate support services.
• Build effective relationships with university wellbeing teams and external agencies.
• Support safeguarding processes and ensure concerns are appropriately escalated.
• Maintain confidential and accurate wellbeing records.
• Develop wellbeing campaigns focused on mental health, financial wellbeing, loneliness, personal safety and community cohesion.
• Ensure staff understand safeguarding responsibilities and escalation procedures.

• Develop and manage the resident feedback strategy across the entire customer journey.
• Manage all resident satisfaction surveys including:
  • Arrival surveys
  • Induction surveys
  • Mid-year surveys
  • Wellbeing surveys
  • Departure surveys
  • Rebooking surveys
• Lead the Net Promoter Score (NPS) programme.
• Monitor, analyse and report on resident satisfaction performance.
• Identify emerging themes, risks and opportunities from resident feedback.
• Analyse survey results and convert findings into actionable improvement plans.
• Deliver detailed insight reports for senior leadership teams.
• Maintain resident experience dashboards and performance metrics.
• Monitor satisfaction trends across sites, demographics and resident groups.
• Benchmark resident experience performance against sector standards.
• Present resident insight and recommendations to leadership teams.
• Ensure resident feedback directly informs operational and strategic decision‑making.

• 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…