12 Month FTC - Assistant Operations Manager - Student Roost Deakins Place
Were Student Roost. An owner and operator of purpose-built student accommodation across the UK. Were not quite the new kids on the block, having already created a portfolio of over 19,000 beds and ambition to double that in the near future; but were at the very beginning of building our brand, our culture and our DNA. That makes it a really exciting time to join us.
Weve all heard if you build it…they will come; we believeif you build it right, they will stay: that goes for both our customers and ourpeople. We want to be a stable, welcoming and safe backdrop to our customersentire time at University, giving them one less thing to worry about. And forour people, we all spend more time at work than we do with our loved ones, wethink its only right that you do that in an organisation, environment and ateam that you love being a part of.
The Assistant Operation Managers help ensure we fill our properties all year round, with customers who want to stay year after year and for retaining a team of enthusiastic, curious and dedicated team members, who are the heartbeat of our customer service. Our Assistant Operation Managers support the financial performance of our properties and operate safe and secure properties in line with all statutory, legal and moral obligations.
The working hours are 37.5 per week with shifts Monday - Sunday on a 5 day out of 7 days between the hours of 8am - 8pm supporting the rota.
703 Bedroom Property
KEY ACCOUNTABILITIES:
SAFETY, WELFARE & COMPLIANCE
= Top of your agenda at all times; practice an unrelenting approach to safety and welfare by adherence to any and all safety policies and processes in our organisation.
= Develop an understanding supported by your Manager within your respective property for all statutory and legal accountabilities we hold; furthermore, ensure that the teams understand why we perform such duties and encourage an environment where safety and welfare is never overlooked.
= Create an environment whereby all team members feel confident and comfortable in raising any concerns about our properties or our practices.
= Support the completion of any and all Health & Safety routine checks and Planned Preventative Maintenance schedules.
= Champion always, the needs of our customers, leading by example and demonstrating a personal desire for high levels of service in all interactions.
= Support the provision of a service in your property that is constantly pursuing customer retention and recommendation.
= Represent the voice of the customer at all levels in the business, ensuring that the decisions you make are done so with the customer at the forefront.
= Know your customer ensure you lead by example in getting to know each of your customers; learning about their life at University, the courses they study, how they want events to be run in the property and maintain a solid database of these findings.
= Help deliver an excellent social calendar in your property throughout the year, making sure our efforts are spread consistently throughout a customers entire time with us.
= Take regular time to understand the shifting shape of the University landscape in your city, the demographic of customers it serves and develop and showcase a strong understanding of what life is like for our customers.
= Support recruit and develop team members, who conduct themselves consistently, fairly and are respected by their peers and colleagues.
= Support the successful lease-up of your property.
= Deliver on a solid customer retention and recommendation performance in the property.
= Help to assess the rebooking eligibility in the property on a routine basis, to ensure you and the team are clear on the potential retention you can achieve.
= Process and manage any and all booking administration efficiently and with care and attention to detail, in particular ensuring the data of our customers is treated with the utmost respect at all times.
= Develop a solid understanding of the local University picture, competitors and where your assets rank relative to the comp set.
= Encourage input and ideas of the team to develop the leasing plan for your markets.
= Develop strong, meaningful relationships with institutions in your cities; in particular, the Accommodation Office, International Office, Student Union and Welfare teams.
= Help to ensure the teams are compliant with all data protection requirements as it relates to customer data; that the fundamentals of Tenancy law are understood by you and the teams and that handling of deposits is done so within the legislative requirements.
= Procure goods and services in line with the policies and procedures of the business
= Ensure, with the team, that the physical appearance of properties is of the highest standard. Walk your property on a daily basis, as a minimum and ensure issues are resolved swiftly and to a high standard.
= Support the management of the Maintenance and Housekeeping services in your property ensuring they understand their obligations around Health & Safety
= Follow a routine inspection and audit processes across your property and resolve issues swiftly
= Ensure customer maintenance requests are being addressed in line with or ahead of agreed service levels.
= Conduct a Management check of every room ahead of new arrivals.
= Assist with summer turnaround ensuring it is conducted per the agreed process, in line with the property budget and to a standard that ensures clean, functional rooms are presented to every customer
PERSON SPECIFICATION
= Worked in a customer-facing business, offering goods and/or services
= Experience working in residential real estate ideal, but not essential
= Supervision of others on a regular, routine basis
WHAT YOURE GOOD AT/KNOWN FOR
= Building and sustaining high-quality relationships with your people, customers, clients and colleagues
= Commercially savvy
= Inclusive of others, non-judgmental, fair
= Presence and credibility to work with a wide range of groups and individuals
= Highly organised, on time, well-presented
WHAT WILL IT TAKE?
Physical Effort
= Operation Managers spend a great deal of time moving around their property, this may involve flights of stairs and an ability to respond to Fire Alarms or emergency situations where lifts may not be in use.
= You will be working in front of a screen for agood proportion of your time. In line with the DSE assessment, we encouragetime away from your workstation, fresh air throughout the day and a goodbalance between systems and human beings!
= Some travel will be required from time to time.
= Assistant Operations Managers are present for annual check-in weekends, which can involve lifting and carrying of items.
Mental Effort
= This is a role of competing priorities and as aseasonal operation, there are times of year when workloads may spike orunplanned incidents will take over. The role requires someone highly organised,but someone who is calm and pragmatic in their response to changes.
= Despite solid planning, short-notice work may berequired of you.
= Unpredictable pattern of activity, no two daysare the same and this role would be more suited to someone who can operateeffectively in a highly-varied environment.
Emotional Effort
= Frequent exposure to difficult circumstancesinvolving customers and/or people. There is a known increase in mental healthchallenges for the student population and whilst we will provide all the tools,training and support necessary, we recognise everyone is different and theremay be a more profound or lasting effect on some of our people.
= As we build out this business, working on thedevelopment of organisational processes, systems and change, it can bring withit uncertainty. We would seek to minimise or remove any concerns for peoplethrough clear, consistent communication.
