Senior Customer Service & Manager

• Cross-Team Collaboration

Department:
Vertus

Company:
Vertus Residential Management Limited

Reporting to:
Director - Vertus

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

• 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.

• Support the management of resident satisfaction surveys, including NPS and other feedback tools.
• Maintain regular reporting on resident satisfaction trends for internal review.

• 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.

• 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.

• Attend meetings to capture feedback and action points.
• Assist in ensuring resident feedback is shared and responded to appropriately.

• Work alongside the Renewals Team to understand common reasons for non‑renewals.
• Help collate and review feedback from departing residents.

• Ensure customer feedback is shared with relevant teams to support service improvements.

• 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.

• 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‑manage the Events Manager & Front of House Manager, ensuring all resident interactions are of the highest standard across the two departments.

• 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).

• 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.

• 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.

• Membership in a professional body; RICS, ARLA, TPI etc.