Senior Customer Service & Experience Manager

Department: Vertus \_\_\_\_\_\_\_\_\_\_\_\_\_\_ Company: Vertus Residential Management Limited \_\_\_\_\_\_\_\_\_\_\_\_\_\_ Reporting to: Director \- Vertus \_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Job Summary** Vertus are looking for a 12 month FTC Maternity cover for The Senior Customer Service \& Experience Manager. They will be responsible for supporting a positive and consistent resident experience across Vertus’ residential portfolio. The role focuses on day\-to\-day customer service delivery, monitoring resident feedback, and working closely with on\-site and central teams to help address issues and improve service standards. This position is primarily operational and coordination\-focused, with an emphasis on responsiveness, communication and continuous improvement. The ideal candidate will be organised, customer\-focused and comfortable working with feedback and data to support service enhancements. They will also need to have experience in a customer facing role. Start date: 4th May 2026 FTC: 12 months Salary: Circa £63,000 **Main Responsibilities** **1** **. Resident Reviews \& Feedback** * Monitor and respond to resident reviews on platforms such as Homeviews and Google in a timely and professional manner. * Track common themes in resident feedback and escalate recurring issues to relevant teams. * Share learnings from feedback with on\-site teams to support service improvement. * Work with marketing and operations teams to encourage positive resident feedback. * Resident Satisfaction \& Surveys * Support the management of resident satisfaction surveys, including NPS and other feedback tools. * Maintain regular reporting on resident satisfaction trends for internal review. * Mystery Shopping Support * Coordinate the mystery shopping programme and ensure reports are distributed to relevant teams. * Support the review of results and help identify service improvement actions. * Follow up with teams to ensure agreed actions are implemented. * Resident Engagement \& Feedback Initiatives * Assist with the delivery of resident feedback initiatives such as surveys, focus groups and informal meetings. * Work with property management teams to help address resident concerns and follow up on feedback. * Keep internal teams informed of key resident feedback themes. * Resident Meetings * Attend meetings to capture feedback and action points. * Assist in ensuring resident feedback is shared and responded to appropriately. * Resident Retention Support * Work alongside the Renewals Team to understand common reasons for non\-renewals. * Help collate and review feedback from departing residents. * Cross\-Team Collaboration * Ensure customer feedback is shared with relevant teams to support service improvements. * Reporting \& Administration * Prepare regular reports on reviews, survey feedback and mystery shopping results. * Ensure resident handbooks are up to date and approve any changes before new versions are shared with residents. * Operational Support * Carry out regular reviews of the look and feel of buildings and share observations with Building Managers. * Assist with the coordination and follow\-up of internal and external audits, ensuring actions are tracked and closed. * Line manager the Events Manager \& Front of House Manager, ensuring all resident interactions are of the highest standard across the two departments. **PERSON SPECIFICATION** **Experience** * Experience in front of house customer service or customer experience and/or operational roles in real estate. * Experience in hospitality and / or residential front of house * Experience in managing multi\-channel customer service operations (e.g., digital, phone, in\-person). **Knowledge And Skills** * Understanding of customer experience frameworks and service design. * Excellent people management capabilities. * Proficiency in CRM systems, customer feedback tools, and data analytics platforms. * Strong communication and interpersonal skills. * Knowledge of relevant regulatory and compliance requirements in customer service and real estate management. **Personal Attributes** * Passionate about delivering exceptional customer experience and exceptional operations. * Empathetic and customer focused. * Resilient and adaptable to change. * Must be a team player with a willingness to help others. **Desirable** * Membership in a professional body; RICS, ARLA, TPI etc **Health Safety And Welfare Responsibilities** All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health \& Safety responsibilities are set out in the Health \& Safety Policy in the Administrative Rules and Procedures, and the Health, Safety \& Welfare Manual. **Environmental, Social \& Governance (esg) Responsibilities** Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering. **Quality Management Responsibilities** In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual \& Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard. **Company Values** **Commit to Excellence** * Act with integrity and deliver high performance * Put our customers at the heart of what we do * Resolve issues by providing high quality solutions **Foster Collaboration** * Find opportunities to collaborate with others across the business to achieve shared goals * Encourage inclusive networks and treat others with respect and fairness * Use knowledge to work effectively with suppliers / contractors to meet shared goals **Encourage Engagement** * Confident in making decisions appropriate to the role * Learn from mistakes and listen to constructive feedback to improve performance * Prioritise safety and actively support community, wellbeing and sustainability programmes **Take Ownership** * Take pride in delivering high quality service which exceeds expectations * Committed to opportunities for self\-development * Take responsibility for my own performance and look for ways to improve **Embrace Innovation** * Embrace change and innovation * Proactively suggest ways to improve our business and encourage others to share ideas * See new challenges as opportunities to deliver effective change **What We Offer** **Diversity and Inclusion** We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential. **Flexible Working** As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent. **Learning and Development** At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e\-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth. **Other Benefits** We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs. If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any point.