General Manager

General Manager

Manchester 

Full-time – Permanent 

 

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 sub-contractors to maintain the smooth running of our impressive 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.

Square Gardens by Downing Living is centred around green and open landscaped spaces. Fundamental to our brand is delivering a sustainable place to live and gather with exclusive shared resident amenities and services.

 

Duties and Responsibilities:

Service / Commercial

  • 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.
  • Ensure that operational teams are readily equipped to deliver new and existing products to the required standard driving consistent service levels across the board.
  • Prepare reports relating to KPI’s such as Health & Safety compliance, Debt management, income / occupancy, and customer satisfaction
  • Support and manage partnership agreements with 3rd parties with responsibility for all operational KPI’s.
  • Support the Regional Manager and Downing HQ teams with any other tasks as directed.

 

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 resolve complex 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

 

Hours of work

  • 40 hours per week, 8 hours per day
  • Hours of work: Between 8:00 & 19:00
  • Days of Work: Monday – Friday with 1 Saturday in 5 on a rota basis.

 

Benefits

  • 25 days holiday + bank holidays
  • Life Assurance cover
  • Pension contribution
  • Employee Assistance Scheme

The benefits

25 days holiday

+ bank holidays

Life assurance

cover

Mental health

support

Company pension

contribution

Work for us

Our people are our success and there has never been a more exciting time to join Downing as it enters the most significant expansion for three decades.

Our team is united in a mutual respect and a desire to move the business forward. Here you’ll find all our latest job vacancies, so if you’re excited by opportunity and want to be valued for your contribution, take a look at what we currently have available.

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