Residential Services & Operations Coordinator - Battersea Power Station,... Business Operations ...

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 - dependent on experience