Operations Manager
This is a leadership role responsible for the running of the building and the team, with overall responsibility to the residents and your accommodation team, ensuring that the building is well run on a day-to- day basis and that residents are happy, safe, and content.
The Operations Manager is responsible for ensuring that a high standard of customer service is provided at all times to maximise revenue generation. This will be achieved through the delivery of residence services and effective staff management. You are responsible for ensuring the future occupancy of the building, looking after lettings, viewings, and sales enquiries for the next academic year.
Financial management is a main focus of the role with responsibility, for daily management of budgets, P&L and cost control. You will be accountable for maintaining the profitability and occupancy of the residence, so a full understanding of the business is vital.
Effective staff management includes responsibility for the overall performance of your team, ensuring they’re coached, reviewed, mentored and supported in their role.
The role is a hands-on position which will require you to be able to balance the serious aspects of the role while providing a social and fun atmosphere to create a community where students want to live and work
Core Objectives – Specific Expectations of the Role
Business Development
- Actively support new and existing business and revenue generating opportunities by working with the Lead Asset Manager (LAM) to conduct sales viewings and manage the student renewal and expansion process.
- Ensure student retention and revenue generating opportunities through the delivery of a high standard of customer service.
- Maximise residence occupancy to meet and exceed targets, including building and maintaining a summer rental business.
Customer Care
- Develop and maintain relationships with the University/Colleges in your city/region
- Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers’ expectations and service levels, and in line with the National Code of Standards and Now Student Living’s own procedures.
- Provide pastoral care and support to residents.
- Be fully conversant with the residences’ Mental Health awareness protocols; be able to direct students to specialist resources and be able to deal with emergency situations if they arise.
- Conduct judicial reviews where appropriate.
- Ensure revenue generating opportunities through the delivery of a high standard of customer service.
- Manage the student move in and move out process to provide a smooth transition for the customer whilst ensuring all administrative, operational and financial aspects are completed to a high standard.
Daily Management
- Daily management of the residence to the high standards by interpreting and implementing policies and procedures as laid down by Now Student Living.
- Manage all aspects of administration within the residence including electronic and paper-based systems.
- Maintain full and up-to-date knowledge of the Company’s policies, procedures and common practices. Informing the LAM and/or HR of any concerns they may have in relation to suspected gaps in that knowledge.
- Ensuring that all relevant staff are trained and competent in the Company’s policies and procedures.
Financial Management
- Maintain profitability of the residence by maintaining and increasing occupancy and service revenue in line with the budget and targets.
- Assist the preparation of residences budgets.
- Implementation of financial controls having full and up-to-date knowledge of the finance system in line with financial operating procedures.
- Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions to collect outstanding debt in line with policies and procedures.
- Use of StuRents, to input financial information and to extract important financial information.
- Ensure billing is completed in line with company procedures.
- Maintain full and up-to-date knowledge of the Company’s cash-handling procedures and ensure all relevant staff are competent in the appropriate handling of cash within the residence.
- Transaction management through full and correct receipting and use of all financial and booking systems.
Health & Safety
- Manage all aspects of Health & Safety of the residences from both student and staff perspectives, ensuring the team are trained to the required standard. Follow policies and procedures dictated by current H&S legislation.
- Ensure health and safety checks are completed including fire alarm testing, emergency light testing, monthly checks, emergency equipment and emergency evacuation practices.
- Support the business in any workstreams relating to Building Safety legislation
Planning and Organising
- Effective planning and organising of time and tasks in line with needs of residences and the business as dictated by the Lead Asset Manager.
- Adherence to reporting deadlines as laid down by the Lead Asset Manager.
- Time and movement management of self and team to ensure adequate staff and management cover of the residence.
Maintenance, Cleaning & Visual Standards
- Ensure reactive maintenance work is carried out promptly and in line with the National Code of Standards. Planned maintenance is carried out in line with requirements.
- Ensure that the residences are clean and highly presentable at all times through management of the cleaning contractor and cleaning operative and daily housekeeping checks.
- Ensure all legislative requirements for cleaning and maintenance are met through implementation of company policies and operating practices.
- Ensure that a high visual standard is maintained to ensure brand compliance and a high standard of presentation is maintained throughout the residence.
Reporting, Audits and Compliance
- Complete month-end reports for reporting to LAM in line with company procedures.
- Respond to information requests from Head Office and LAM as directed.
- Maintain regular contact with the LAM, keeping them fully updated of pertinent issues, requesting involvement where necessary/appropriate.
- Ensure compliance in all areas by keeping up to date records in line with company policy.
- Liaise with maintenance contractors to ensure works are carried out correctly and to a high standard whilst ensuring compliance to health and safety and company regulations and procedures.
Recruitment and On-Boarding
- Participate in the recruitment of the team, ensuring the interview process is carried out in accordance with company standards.
- Keep HR advised of all recruitment requirements and ensure recruitment procedures are carried out in accordance with company policy, liaising with HR in a timely manner.
- Manage the successful on-boarding of all new employees.
- Manage the probationary period of all new recruits.
Team Management
- Manage the team in all aspects from recruitment, performance management, communication, employee relations and off-boarding within the guidelines defined by HR policy in line with employment legislation.
- Introduce and maintain high levels of team spirit and be a team player.
- Ensure that there is effective delegation to meet the needs of the students and the residence.
- Establish regular communication with the team including individual performance reviews, 121 meetings and regular team meetings.
- Manage holiday and lieu requests ensuring adequate cover for the residence at all times and ensure Breathe HR is updated on a regular basis. Manage leave to ensure that minimal amounts (if any) require to be carried forward to the following calendar year.
- Manage poor performance and absence management in line with company procedures and guidelines.
- Where appropriate, manage a team of resident Student Advisers who provide pastoral care and operational services for the residence.
Training, Coaching & Development
- Develop and coach team members in line with the requirements of both the residence and the business, ensuring self-perpetuating teams that are multi-skilled.
- Provide and recommend training and development as part of the performance appraisal system.
About Us:
Being a member of the Here! Student Living team requires an appreciation for the dedication our core vison to be the best choice for our students and our clients, as an innovative industry leader, to inspire them and grow together. Our Vision and Values are fundamental to Now Student Living’s ultimate mission to provide a safe and welcoming environment for our residents, colleagues and visitors.
Vision and Values
At Now Student Living, we stand for core brand values of Community, Accessibility and Sustainability. Three pillars that inspire our brand name through everything we do.
Our Residence Teams help shape and contribute to our community, giving back in the most environmentally friendly way, whilst being on hand with 1-2-1 support our students with their studies, accommodation maintenance or something more personal.
Job Types: Full-time, Permanent
Pay: £40,000.00-£47,000.00 per year
Benefits:
- Company events
- Company pension
- Health & wellbeing programme
- Private medical insurance
- Sick pay
Ability to commute/relocate:
- Bournemouth BH8: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (required)
Experience:
- Operations management: 2 years (required)
- PBSA Management: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
