Customer Experience Manager - Care & Support

You will work 5 days out of 7, including some weekends and bank holidays on a rota basis between 8:30am and 18:00pm.

This role sits within the Customer Support Team and is based at the urbanest head office. As a Customer Experience Executive, you'll play a key part in the customer to resident experience, from the first initial enquiry through to ongoing resident support.
The role offers a variety of day to day focuses combining customer service, sales enquiry management, resident experience support and accounts receivable activity. You'll be responsible for managing and converting sales opportunities, proactively engaging with residents, resolving requests efficiently, and supporting rent collection.
This is a great opportunity for someone with a strong customer service background who is looking to broaden their skills, take on increased responsibility, and contribute to a high quality, consistent customer experience across urbanest.

Key responsibilities as Customer Experience Executive
Deliver an outstanding customer experience at all times, embodying our values of integrity, development, energy, achievement and support.
Communicate effectively, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs – and in line with urbanest general values.
Drive sales momentum through customer engagement and team collaboration, both online and in person.
Debt collection activities to maximise revenue and recovery efforts. Demonstrate a solid understanding of debt collection processes and financial statements.
Proactively build knowledge and awareness of urbanest buildings, teams, policies and ways of working to enable sufficient expertise to respond to and resolve resident queries.

A strong customer service orientation with a passion for creating positive experiences and going above and beyond for others.
Comfortable using various IT systems and databases (training provided for company platforms).
Travel & Cycle to Work Loans – Helping you get to work in a way that works for you
Enhanced Maternity & Paternity Leave – Supporting you through life’s most important milestone
Health & Wellbeing Support – Comprehensive financial, mental, and physical health resources
Generous Company Pension Contributions – Supporting your future, today
Free Eyecare Vouchers – Taking care of your vision
Life Assurance Policy – Peace of mind for you and your loved ones
Team Events & Staff Parties – Because we believe in celebrating together
Long Service Awards – Recognising your dedication and loyalty
Employee Assistance Programme – Free, confidential support when you need it
Training & Development Programme – Helping you grow your skills and career
Half-Price Gym Membership – Stay active with The Gym Group
Health Cash Plan – Claim back on everyday healthcare costs including dental, optical, and wellbeing treatments
Integrity, Development, Energy, Achievement and Support.
Our head office is in Covent Garden, and we operate a 24/7 business out of nine communities across the city (King’s Cross, St Pancras, Hoxton, Tower Bridge, Victoria, Vauxhall, City, Westminster and Battersea), with nearly 5,000 total beds. We opened urbanest Battersea in September 2024, one of the world’s most sustainable student accommodation buildings, and look forward to opening our 10th and largest community, urbanest Canary Wharf in 2026. Our communities each have a unique feel with buzzing social areas and quiet study spaces for our residents, and we are proud to offer an amazing living experience for students attending leading universities such as King’s College London, University College London, LSE, New York University, University of Arts, SOAS and many others. We have a co-ordinated calendar of in-house events to help students discover London and truly enjoy their time with us, ensuring urbanest has a positive impact during this developmental stage of their lives, serving us in our Mission:
“To enhance university life by delivering responsible, sustainable communities across London.”

At urbanest we are proud of our incredible work culture, and we all come together at different events throughout the year to celebrate our achievements. We are also pleased to offer numerous staff benefits, including discounted gym membership, travel to work/cycle to work loan, a generous company pension contribution, access to Wellbeing app Headspace, and more. Join us at urbanest and help us achieve our Vision of “a living and working experience better than yesterday;