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)

Job Purpose

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.

Key Responsibilities

Resident Experience & Community Engagement

• Develop and impleme...