Project Manager - Student Operations

About the role

The Resident Experience Manager will lead the resident‑facing side of a multi‑year improvement programme at Chapter Highbury, overseeing communications, welfare, complaints, compensation and day‑to‑day liaison with the move‑management contractor.

Key responsibilities

• Issue resident communications throughout the programme, including notices, move notices and Q&A materials, in line with the communications strategy.
• Liaise daily with the appointed move‑management contractor, overseeing crate delivery, packing support, move‑day logistics and progress tracking.
• Coordinate swing‑space allocation and readiness with Community Managers to ensure decant and recant phases stay on schedule.
• Administer resident compensation, applying the agreed model and processing payments or credits.
• Manage resident welfare and accessibility needs, handling vulnerable resident flags and additional support requests.

Required profile

• Degree level education or equivalent experience, preferably in hospitality, customer experience or residential/property management.
• Working knowledge of UK tenancy matters related to notice periods and temporary relocation (desirable).

Required skills

• Proven experience in resident or customer experience roles within student accommodation, build‑to‑rent or hospitality.
• Strong written communication ability to draft clear, empathetic resident communications.
• Experience handling sensitive situations such as complaints, compensation and vulnerable residents.
• Highly organized with the ability to manage overlapping move phases across multiple buildings.
• Comfortable working with data and spreadsheets (Excel) to track compensation, occupancy and move status.