Purpose of the Role

The Residential Services Operations Coordinator is responsible for managing and optimising resident communications through the development’s online portal (Dwellant), ensuring a seamless, responsive, and high-quality service experience. Based at Battersea Power Station, this role plays a critical part in upholding five-star service standards by overseeing communication workflows, monitoring performance metrics, and ensuring all resident requests are handled efficiently and professionally. This role is based onsite within the management office, with a requirement to perform certain duties within the buildings around the estate.

Key Responsibilities

· Act as the primary coordinator for all resident communications via the online portal/app, ensuring timely, accurate, and professional responses.

· Monitor and manage incoming requests, queries, and forms, ensuring they are triaged, assigned, and resolved within agreed service level standards.

· Track, monitor, and report on response times and resolution performance, ensuring adherence to defined KPIs and service benchmarks.

· Produce regular reports (daily/weekly/monthly) on communication volumes, response times, resolution rates, and outstanding requests.

· Analyse performance data to identify trends, bottlenecks, and opportunities for improving efficiency and service delivery.

· Review daily shift reports from front-of-house and concierge, identifying key issues, trends, and outstanding actions.

· Escalate urgent or unresolved issues to the relevant phase team or Head of Residential (Senior Leadership Team - SLT), supporting timely follow-up and resolution.

· Maintain consistent tone, quality, and professionalism in all written communications, reflecting a prime residential, five-star brand experience.

· Track and follow up on open requests, ensuring residents are regularly updated until full resolution.

· Coordinate closely with operations, property managers, concierge, and external contractors to deliver services aligned with expected timelines and standards.

· Support the development, implementation, and continuous improvement of service standards, SLAs, and communication protocols.

· Assist in onboarding residents to the portal, ensuring they are confident in using the platform and aware of available services, booking processes, and communication methods.

· Maintain accurate system records and ensure data integrity across all resident interactions.

· Collaborate with front-of-house teams to ensure a seamless residential and wider estate customer experience.

· Maintain proactive resident engagement, including regular resident communications, updates on events and activities, and newsletters.

· Support urgent or critical communications with clarity, accuracy, and professionalism.

Skills, Knowledge, and Experience

· 2+ years’ experience in prime residential, hospitality, or customer experience roles with a strong digital communication focus.

· Experience using CRM systems, resident portals, or service management platforms.

· Strong analytical skills with experience in performance tracking and reporting.

· Advanced proficiency in Microsoft Excel or reporting tools (e.g., dashboards, data analysis).

· Exceptional written communication skills with a keen eye for tone, clarity, and detail.

· Highly organised with the ability to manage multiple priorities and deadlines.

· Customer-first mindset with a commitment to delivering premium service experiences.

· Ability to assess situations quickly and escalate issues appropriately.

Key Competencies

· Performance monitoring and reporting

· Digital communication excellence

· Service standards and SLA management

· Issue identification and escalation

· Data-driven decision making

· Attention to detail

· Resident-centric approach

What Success Looks Like

Consistently meeting or exceeding response time and resolution KPIs

Clear, insightful reporting that drives operational improvements

Proactive identification and escalation of issues before they impact residents

High resident satisfaction with communication and service delivery

Reduced backlog of open requests and improved resolution efficiency

Strong coordination across teams, ensuring no issues fall through the cracks

Working Hours - 9am – 5.30pm, Monday to Friday (37.5hrs)

Salary - £40K- 45K - dependant on experience

#LI-DNI

Please see our Benefits Booklet for more information.