Resident Experience Manager

Pension Insurance Corporation ("PIC") provides secure retirement incomes through comprehensive risk management and excellence in asset and liability management, as well as exceptional customer service. Our purpose is to pay the pensions of our current and future policyholders. We achieve our purpose by setting Companywide strategic objectives and driving a healthy culture based on our PIC Values of Resilient, Adaptable, and Loyal.

At PIC, we are recruiting for a Resident Experience Manager to join our PIC Capital department on a 12 month Fixed Term Contract basis.

In this role, you will effectively collaborate with Risk, Legal, Built Environment to secure their buy-in and implement improvements to systems, processes, and technology, as appropriate. You will apply knowledge and insights concerning asset management and how this ultimately impacts our policyholders. You will further deliver strong business outcomes relating to capital, profitability, the Company brand and market reputation whilst achieving positive outcomes to residents of our operational assets on a consistent basis.

Specific accountabilities assigned to the role of Resident Experience Manager within PIC Capital:

• Responsible for the oversight and governance of customer experience and resident facing service delivery across all assets, including working collaboratively with stakeholders to provide expert customer focussed input on amenity design, branding and marketing, amenity furniture procurement to make assets appealing to prospective residents whilst meeting the agreed budgets.
• Attending final interviews for site staff recruitment to ensure employed site staff demonstrate the core values required within Home by PIC assets.
• Takes ownership of the design of the customer journey for each asset and creation of market leading events programme by working in partnership with the managing agents.
• Collaborates effectively with technology partners to ensure solutions are on brand and potential is maximised by creating the maximum benefit for residents and, where possible, ancillary income for the asset.
• Takes ownership of reviewing new technology solutions through expert knowledge of the customer, their requirements, to enhance customer experience.
• Accountable for providing excellent monitoring and reporting on all customers related KPIs, customer reviews and complaints, as well as customer related ESG targets/initiatives.
• Takes ownership of the development and implementation of best practices and controls for the various workflows relating to customer experience within operational assets working closely with third party managing agents.
• Lead continuous improvement initiatives through reviewing customer feedback and inspecting assets - that will enhance quality of service and operational performance of assets.
• Provides expert insights to enhance organisational initiatives by positively engaging and contributing in ESG forums.
• Takes ownership for their own learning and development in both technical (e.g. real estate and private rented sector) and non-technical (self-insight and relationship management) skills of PIC Capital.
• Keeps informed of industry trends, market developments, regulatory changes in the public and private sectors, as well as best practices related to Real Estate by attending industry seminars, reading and sharing relevant published articles.

Experience:

• Experience in developing and delivery effective branding and marketing campaigns.
• Experience of reporting business performance at a senior level.
• Experience of managing third parties to deliver positive outcomes.
• Experience of designing, implementing and reviewing customer journeys.

Knowledge:

• Established knowledge of branding/marketing and customer experience measurement metrics.
• Expert knowledge of the private rented sector and a good understanding of Build to Rent.

Skills:

• Strong organisational and communication skills.
• Ability to persuade and influence both directly and indirectly.
• Ability to manage third party suppliers and other resources effectively.
• Ability to organize work to meet deadlines.
• Ability to work within defined procedures as recommended by functional teams.
• Commercial judgement.
• Good working knowledge of MS Access, MS PowerPoint, MS Word.

Desirable personal attributes aligned to what success looks like in the role:

• Intellectually curious with a willingness to learn through own research.
• Strong problem-solving skills utilising consultative questioning to challenge current norms and drive change within the business function.
• Effective communicator - structures insights into clear messages and effectively engages others within business function, as well as internal stakeholders, professional and regulatory bodies.
• Innovative thinker - positive attitude to change and a willingness to embrace new ideas and techniques to improve performance.

In addition to a competitive base salary and the opportunity to participate in our annual, performance-related bonus plan, upon joining us here at Pension Insurance Corporation, you will get access to some great benefits, including private medical insurance, 28 days' annual leave (excluding bank holidays), a generous pension scheme and much more.