ABOUT GREYSTAR
Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $350 billion of real estate in more than 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $34 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.
JOB DESCRIPTION SUMMARY
Chapter Highbury is undergoing a multi-year programme of building improvement works, including a phased internal decant/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 – so that residents are kept informed, safe, and well supported throughout, and so that Community Managers and the wider project team can focus on their own workstreams.
JOB DESCRIPTION
Key Role Responsibilities
- Own and issue resident communications across the life of the programme – standing notices, individual move notices, works-nearby notices and Q&A materials – in line with the agreed comms strategy and framing principles, working with Legal and PR for sign-off before issue.
- Act as the day-to-day liaison with the appointed move-management contractor (Ping), overseeing crate delivery, packing support, move-day logistics, and progress/risk tracking for each phase.
- Coordinate swing-space allocation and readiness with Community Managers and RLOs, ensuring each phase's decant and recant runs to schedule.
- Administer the resident compensation process – 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.
- Manage resident welfare and accessibility needs relating to the works, including PEEP/vulnerability flags and arranging additional packing/unpacking support where required.
- Own resident complaints and feedback relating to the works programme, tracking recurring themes and escalating to the wider project team where needed.
- Support group booking coordinators (e.g. Londonist, Go Britannia) with tailored communication and coordination where group-held rooms fall within a works phase.
- Maintain the single source of truth for residents on the programme – portal/app content, on-site signage, and FAQ – and keep it current as phases progress.
- Represent resident experience considerations at project and site meetings with Development & Construction, Legal, PR and community teams.
- Report regularly to the Community Manager on resident sentiment, complaint volumes, compensation spend and move-phase progress, with visibility to the Regional Operations Manager.
Knowledge & 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 (desirable).
Experience & Skills
Essential
- 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.
Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to AskHR@greystar.com.
