Resident Relations Manager

About the role

The Resident Relations Manager leads resident engagement and customer service delivery for the Town Council, ensuring enquiries and feedback are handled promptly, accurately and professionally while strengthening community relationships and service satisfaction.

Key responsibilities

• Plan and implement resident engagement strategies, outreach programmes, dialogues, roadshows and community initiatives with the Town Council and stakeholders.
• Oversee resident enquiries and feedback received through calls, counter services, email, written correspondence, digital channels and other contact points.
• Equip frontline staff with accurate information, standard responses, escalation protocols and service recovery guidance to achieve first‑contact resolution.
• 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 resolution rates and dropped‑call trends, and implement corrective actions when service levels are not met.
• Ensure all feedback is acknowledged or responded to within one business day, escalating unresolved or sensitive cases promptly to management.
• Analyse customer satisfaction data, compliments, complaints and recurring issues to identify improvement opportunities and address service gaps.
• Maintain complete case records, track ageing and closure status, and ensure all correspondence is professional, consistent and approved where required.
• Prepare and submit accurate monthly reports on resident engagement and service delivery, covering 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 as assigned by the Town Council or management.