Resident Relations Manager

Job Title

Resident Relations Manager

Job Description Summary

Lead resident engagement and customer service delivery for the Town Council, ensuring residents’ enquiries and feedback are handled promptly, accurately and professionally while strengthening community relationships and service satisfaction.

Job Description

• Plan and implement the resident engagement strategy, outreach programmes, dialogues, roadshows and community initiatives in collaboration with the Town Council and relevant stakeholders.
• Oversee resident enquiries and feedback received through calls, counter services, email, written correspondence, digital channels and other contact points.
• Drive first-contact resolution by equipping frontline staff with accurate information, standard responses, escalation protocols and service recovery guidance.
• Coordinate with property, maintenance, project, finance and administrative teams to investigate cases, secure timely action and provide clear updates to residents.
• Monitor call handling performance, including call-resolution and dropped-call trends, and implement corrective actions where service levels are not achieved.
• Ensure feedback is acknowledged or responded to within one business day, with unresolved or sensitive cases escalated promptly to the appropriate management level.
• Monitor customer satisfaction and analyse compliments, complaints, recurring issues and service gaps to identify improvement opportunities.
• Maintain complete case records, track ageing and closure status, and ensure correspondence is professional, consistent and approved where required.
• Prepare and submit accurate monthly reports on resident engagement and service delivery, including KPI results, trends, root causes, corrective actions and follow-up status.
• Conduct service quality checks, coaching and briefings for customer-facing staff and support the implementation of customer-service procedures.
• Support communications and resident engagement during major incidents, service disruptions, estate works and Town Council initiatives.
• Perform other resident engagement, publicity and community development duties assigned by the Town Council or management.

 

 

 

INCO: “Cushman & Wakefield”