General Manager - Student Accommodation

General Manager

Our client is one the largest privately owned property investment and development companies in the UK , they focus on regenerating large brownfield city centre sites to create great places for people to live, work and thrive.

They are true pioneers in the purpose built student accommodation sector, with a large portfolio spanning residential , office, retail , educational buildings and leisure.

The Role

Responsible for the mobilisation of 1900 co-living beds with phase 1 consisting of 1187 beds due August 2024 and further 713 beds in March 2025.

The role requires a hands-on approach to work alongside and manage operational teams together with subcontractors to maintain the smooth running of the Manchester Square Gardens development.

You will be accountable for the execution of all day-today activities including building management, as well as achieving high occupancy, retention, and satisfaction. Ensuring all services are carried out, are delivered accurately and in a cost-effective manner.

Responsibilities

• Manage the leasing cycle supporting 100% occupancy including marketing activities, viewings, check in and out, inspections, tenancy management, welfare documentation.
• Proactively promote, monitor, and encourage engagement with resident services, activities, planned events and reviews.
• Support hospitality & resident service functions including the presentation of communal areas, handling of complaints and pastoral issues.
• Drive resident service standards, using customer feedback. Identify areas of improvement, key touch points and enhancement of resident experience.
• Using best practice models to achieve 5* customer satisfaction, oversee the formulation and implementation of event planners and other quality assurance frameworks with the aim of always achieving consistently high standards of work, operational excellence and service.
• Develop and maintain local competitor analysis.
• Maximise income by promoting extensions, summer lets and other strategies for increased revenue.
• Contribute to pre-letting activity, assisting in planning the availability and viewing of all rooms to be let.
• Drive the Net Promotor Scores (NPS) through key campaigns across all channels
• Lead renewal and referral campaigns.
• Take appropriate action to resolve and address service issues.
• Support with the management, coordination and content on social media and 3rd party channels.
• Ensure the delivery of the operations audit programme which reinforces standards and identifies and addresses any problems at an early stage.
• Prepare reports relating to KPI’s such as Health & Safety compliance, Debt management, income / occupancy, and customer satisfaction

Team

• Lead the team to drive resident satisfaction and retention by ensuring a timely response to all queries, questions, requests, and complaints.
• Develop and align business etiquette to ensure consistent communication by associated staff.
• Support with hiring, onboarding, and ongoing management & training of staff.
• Maximise team performance by motivating the team to always provide excellent service to all residents.
• Instruct the team regarding Health, Safety, data protection & current legislation.
• Support the development of a positive organisational culture which attracts high quality staff.

Facilities Management

• Provide resident focused Facilities and Maintenance services to include management of health and safety, utilities, waste, security & cleaning contracts, and full budgets.
• Responsible for the delivery of the scheme’s statutory inspection and testing programme and all associated paperwork.
• Contribute to and ensure compliance with Health & Safety legislation and that all risk assessments are correctly carried out.
• Support the on-site procurement programme for maintenance, servicing, and facilities contracts and to monitor contractors throughout the contract term.
• Organise, tender and manage own quota of minor works, planned and preventative maintenance programs.
• Manage defects and resolvecomplex or outstanding defects.

Person Specification

• Previous experience in a similar position within Buy to Rent (BTR), Purpose Built Student Accommodation (PBSA) or Hospitality is required.
• Experience of managing in house teams and external contractors
• Previous mobilisation experience would be an advantage.
• Association of Residential Lettings Agents qualification (ARLA) and knowledge of Institute of Residential Property Management (IRPM) Landlord/Tenant legislation would be advantageous.
• Excellent understanding of building operations, health, safety, and statutory obligations.
• Passion for delivering excellent customer service ensuring excellence.
• Ability to influence, adapt and be motivated in exceeding resident expectations and sales targets.
• Professional presentation, confident, outgoing in nature and excellent attention to detail.
• A strong team player, with a hands on approach, supporting all colleagues when required.
• Able to use initiative to enhance the reputation of the brand and contribute to increased profitability.
• Well organised, ability to problem solve, and work under pressure.
• Experienced in working to targets with attention to detail. Understanding the importance of achieving deadlines and ensuring quality output.
• Excellent verbal / written communication skills and IT (MS Office, Excel, Property Management System (PMS) and a Customer Relation Management System (CRM)
• Culturally aware and able to adapt communication style as required.
• Local understanding and knowledge of the city, its people, culture, and social scene an advantage

To apply, please send a copy of your CV and a covering letter to alex . drury @ nmsrecruit . com or, alternatively, submit your application via the link below