Guardian Care Executive

About the role

We are looking for a passionate Guardian Care Executive to own the end‑to‑end experience of our guardians across a growing property portfolio in London. You will be the main point of contact, ensuring a smooth journey from move‑in to move‑out while driving satisfaction, retention and community wellbeing.

Key responsibilities

• Manage the full guardian journey, from onboarding through departure, proactively engaging to improve satisfaction and reduce attrition.
• Conduct move‑in onboarding, explain licence agreements, house rules and reporting procedures, and perform satisfaction checks.
• Build and nurture relationships with guardians, coordinate communications, newsletters and community initiatives, and gather feedback for service improvement.
• Investigate and resolve complaints and disputes related to shared living, behaviour, cleanliness, maintenance and property matters, working closely with internal teams.
• Respond to welfare and safeguarding concerns with empathy, escalating high‑risk situations and liaising with external agencies as required.
• Monitor feedback, track key performance indicators and implement initiatives to enhance overall guardian experience.

Required profile

• Proven experience in customer service, resident services, housing or property management.
• Strong communication and relationship‑building skills with a focus on empathy and problem solving.
• Ability to work collaboratively with operational teams and external partners.
• Attention to detail and capacity to manage records and follow‑up actions.
• Commitment to safeguarding standards and welfare best practices.

Required skills