General Manager Birmingham, England
Job description
Unilife provides the best accommodation experience for students in the cities where we operate. We build communities were residents and the team are able to have positive relationships in a supportive environment, combining great facilities with outstanding customer service.
The General Manager is responsible for ensuring we fulfil our commitments to our team and our residents, through the leadership of exceptional service delivery, in a safe and welcoming environment.
The role will also take responsibility for the financial performance of the property, the safe operation in line with all statutory, legal and moral obligations and deliver the ultimate student living experience that both our residents and our people expect.
This is a very wide role, ideal for a leader with a range of skills ranging from passion for customer service to sales and marketing.
KEY ACCOUNTABILITIES:
CUSTOMERS
· Champion the needs of our customers, leading by example and demonstrating a personal desire for high levels of service in all interactions.
· Use data to understand each property’s service delivery and identify ways to improve, so that we are constantly pursuing sector-leading renewal and referral ratios through great service.
· Represent the voice of the residents at all levels in the business, ensuring business decisions are made with the students at the forefront.
· Take regular time to understand the shifting shape of the University landscape, the demographic of customers we serve and develop and showcase a strong understanding of what life is like for our students.
PEOPLE
· Recruit, develop and lead strong people in every position, who conduct themselves consistently, fairly and are respected by their team and the residents and share the passion for the highest levels of customer service.
· Set clear objectives for your teams, aligned to the business plan and ensure a routine is in place to regularly review performance and behaviours for each team member.
SALES
· Driving enquiries through building relationships both with local stakeholders and other external key players and ensuring the correct marketing positioning of the property across all channels.
· Responsible for the successful lease-up of the accommodation in line with targets on bookings, average rate and tenancy lengths.
· Accountable for delivering on a solid customer retention and recommendation performance in each relevant property.
· Develop and continuously improve a solid understanding of each market in which you operate; understand the landscape of Universities, competitors and where your assets rank relative to the comp set to maximise performance.
· Be expert in your knowledge of the leasing performance and sales process; attending the routine calls/meetings well prepared to discuss performance with a solution-based mindset for your properties.
· Be agile and quick to respond to the shift in leasing cycle, seeking support or approval as necessary for any changes to sales and marketing strategy of customer offer.
· Encourage and reward the input and ideas of your team to develop the marketing plan for your markets.
COMMERCIAL
· Accountable for the financial performance of the property, conducting monthly reviews of P&L performance and being prepared to narrate on the variances.
· Clear focus on driving an efficient operating model against clear KPI measures.
· Capable of input to the annual budget- setting process and routine reforecasting, based on a sound knowledge of the activity at each property.
· Operate with diligence; identify and share cost effective opportunities.
PROPERTY
· Ensure, with your teams, that the physical appearance of property is of the highest standard and aligned to our brand standards.
· Work with the relevant teams internally, to determine and agree improvements, changes or fixes to the properties.
· Ensure the summer turnaround 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.
SAFETY, WELFARE
· Practice an unrelenting approach to safety and welfare by adherence to any and all safety policies and processes in our organisation.
· Develop an understanding within your geographical area for all statutory and legal accountabilities we hold; furthermore, ensure that your 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.
· Ensure your 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 your teams and that handling of deposits is done so within the legislative requirements.
Person Specification
· Demonstrable experience leading a customer focused high quality operation
· Ability to work to tight deadlines and maintain a calm outlook.
· Adaptable to changing circumstances of the operation, the business and the residents requirements
· Commercially focused and target driven.
Job Types: Full-time, Permanent
Salary: £45,000.00-£55,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Yearly bonus
Ability to commute/relocate:
- Birmingham: reliably commute or plan to relocate before starting work (required)
Experience:
- General Management: 3 years (required)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
Application deadline: 30/06/2023
Reference ID: GMBirmingham
Expected start date: 29/08/2023
