Residence Lead
Manchester
Full-Time
Permanent
Assistant General Manager level opportunity within one of the UK’s largest co-living communities.
This is a fantastic opportunity for an experienced hospitality, PBSA, BTR or customer service leader looking to take the next step into senior operational management.
Based at Square Gardens Manchester, one of the UK’s largest and most prestigious co-living communities, the Residence Lead reports directly to the General Manager and is responsible for the day-to-day leadership of Acer Tower, a residential community of 1,187 beds.
Working alongside the General Manager and a fellow Residence Lead responsible for The Fernley, you will play a key role in driving operational performance, resident experience, occupancy, retention and team development across a flagship living scheme of almost 2,000 beds.
Downing are an award-winning leading developer, owner, and operator of bespoke, luxury student accommodation, co-living, residential and commercial property across the UK. We have been operating for over 35 years and currently have 14 operational schemes in 10 major cities, with a further £1.6bn of upcoming developments in our pipeline.
Key Responsibilities:
- Act as main escalation point for resident issues, ensuring a welcoming, high-quality resident experience and driving satisfaction, retention, and community engagement.
- Monitor feedback and KPIs (including NPS, occupancy, conversion, and compliance) and implement improvements across the resident journey.
- Support frontline service delivery and on-call escalation rota.
- Drive occupancy targets by managing enquiries, viewings, CRM follow-ups, renewals, and referral activity.
- Minimise voids through proactive planning, efficient re-letting, and strong partner relationships with universities, agents, and corporates.
- Ensure show flats and building presentation standards are consistently maintained.
- Oversee tenancy transitions including pre-arrival, move-out, inspections, and turnaround to ensure apartments meet required standards.
- Coordinate closely with housekeeping, maintenance, and contractors, escalating issues impacting readiness or resident experience.
- Lead, coach, and support the Resident Services team, ensuring strong performance, accountability, and service standards.
- Support recruitment, onboarding, training, rotas, and performance management.
- Act as deputy to the General Manager when required.
- Deliver resident events and engagement activity aligned with brand standards.
- Oversee social media/content to promote resident life and community.
- Maintain high standards across all communal areas and ensure compliance with policies, GDPR, and audit requirements.
- Support reporting on occupancy, satisfaction, and operational performance.
- Escalate risks, defects, and operational issues appropriately.
- Promote a strong Health & Safety culture, ensuring compliance with legislation, inspections, contractor management, and incident escalation.
- Act as a visible ambassador for the brand, leading by example in professionalism, conduct, and presentation while fostering a positive, high-performance team culture.
Person Specification:
- Proven management or supervisory experience in a resident services, hospitality, build-to-rent, or customer-focused environment.
- Experience supporting the day-to-day performance of a building, ensuring exceptional standards across resident experience, facilities, and compliance.
- Strong leadership capability with experience managing and developing on-site teams.
- Commercially aware and target-driven, with experience delivering occupancy, retention and revenue performance within a building or department.
- Good understanding of building operations, health & safety and statutory compliance requirements.
- Confident managing resident relations, resolving escalations and maintaining high levels of satisfaction.
- Experience managing budgets, controlling costs and supporting financial performance.
- Excellent communication and stakeholder management skills, with the ability to work collaboratively with the General Manager and wider scheme leadership team.
- Highly organised, detail-focused and able to balance strategic direction with hands-on operational involvement.
Hours of Work:
- Monday to Friday, 8am – 5pm or 10am – 7pm on a rota basis.
- 1 Saturday in 5 on a rota basis with a lieu day off the following week.
- There will also be a requirement to work overtime on weekends during the busy student turnaround period and check in weekends.
Benefits:
- Competitive salary.
- 25 days holiday, plus bank holidays.
- Paid overtime.
- Pension scheme.
- Life Assurance cover.
- Employee Assistance Scheme.
Work Location: In person
