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Assistant Operations Manager Candidate Information Pack
Assistant Operations Manager
About Us
We’re Student Roost. An owner and operator of purpose-built student accommodation across the UK and Ireland. We are unrecognisable from the small brand that launched in late 2017, having already created a portfolio of over 19,000 beds, with ambitious plans for the future. We’ve all heard ‘if you build it…they will come’; we believe if you build it right, they will stay: that goes for both our customers and our people. We want to be a stable, welcoming and safe backdrop for our customer’s entire time at University, giving them one less thing to worry about. And for our people, we all spend more time at work than we do with our loved ones, we think it’s only right that you do that in an organisation, environment and a team that you love being a part of.
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As a business built largely on acquisition, we have an array of properties and people, whilst many of our teams didn’t choose to come and work here, they do choose whether or not to stay and we’re confident we’re building a business that attracts talent from a variety of sectors and backgrounds, further diversifying the team in place. Whether our properties were acquired from others or developed by ourselves, we’re excited about the positive changes we can bring to both the physical aspects of the property and the experience within it for our residents. We have, and continue to, invest in exciting, capital programmes, driving value for our residents, the people who work there and our investors. For our people; providing welcoming work environments, interesting roles, competitive pay and benefits that matter to the individual. Our Learning & Development framework too, so whilst the rewards should be there for everyone today, the real riches are in the long-term careers we can offer. We’re putting major efforts into building a brand and an organisation that people want to work for and we think our greatest days are still ahead of us.
Assistant Operations Manager
Locations
Birmingham
Aberdeen
Bath
Belfast
Bristol
Chester
Coventry
Durham
Newcastle
Leicester
Liverpool
London
Southampton
York
Wrexham
Swansea
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m Bournemouth
Brighton
Edinburgh
Glasgow
Nottingham
Sheffield
e
Assistant Operations Manager
Our Culture
Much is documented about the culture of an organisation; too much, some say. Or rather, that more effort can often be placed into the documenting of a culture and values, than the effort put into truly embracing and living the values of an organisation. We’re going to be the latter. We’re going to be better. You won’t find our values plastered across our walls, or our Team Members reciting them like a morning call; you won’t find a 100-page booklet detailing how we expect our Team Members to behave and you most certainly won’t find carbon-copy Team Members. Culture is how we work together to deliver a service to our customers, a meaningful career for our People and returns for our investors. It’s every single conversation we have internally and with our customers, parents, universities; it’s every piece of work we deliver, every person we hire, every supplier we pay, every room we sell, every new property we develop.
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Our values are delivered, not just displayed High challenge high support
Freedom in a framework
People over policy
Base Camp
Lift
Reward what’s right
Assistant Operations Manager
Our Values
We work hard and play hard. We’re here to win, but we don’t lose sight of the fact we spend more time at work than anywhere else, it needs to be enjoyable.
Be yourself, everyone else is taken. We’re a diverse bunch and we welcome and embrace our differences.
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We teach, train and develop our people; we believe you should be better tomorrow than you were yesterday. We commit to the growth of our people, the business, our profits, our resident experience and our reputation. We lift as we climb.
Have the courage to speak up, challenge when something’s not right, or when it can be better. Find your voice and know it matters. Don’t stay in your lane. Want more.
Assistant Operations Manager
You’re more than welcome to be here; made to feel welcome from your first day with us – and every day thereafter. Make others welcome. This is someone’s home after all. • We expect everyone in our team to be treated with dignity and respect and we’re not ok with anyone who thinks otherwise – this won’t be the right workplace for you. • We put family first and recognise that we all have a life outside of work. We leave loudly, not making a secret of our desire to get home in time for tea. • We’re welcoming, respectful and downright excited about variety in our teams, we recognise the riches aren’t just in the profit we turn. • We all love a good story, but there’s no gossiping here, no telling tales and no sharing information that isn’t appropriate. • We use gender-neutral language and we never, ever judge others based on their lives being different to our own. • We treat one another with equal respect; we don’t let our job titles enter the room before we do.
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Assistant Operations Manager
About The Role
Our Assistant Operations Managers are of our magic ingredients we use to deliver an exceptional customer experience; talented managers of people, packed with common sense and a strong commercial ability; they put the customer centre-stage and make sure the rest of the business does so too. They strive for customer retention and recommendation. The Assistant Operations 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 Operations Managers support the financial performance of our properties and operate safe and secure properties in line with all statutory, legal and moral obligations.
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Key Accountabilities
Safety & Welfare • 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.
People • Support recruit and develop team members, who conduct themselves consistently, fairly and are respected by their peers and colleagues.
Customers • 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.
Assistant Operations Manager
• 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 customer’s 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.
Finance • Procure goods and services in line with the policies and procedures of the business.
Property • 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.
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Leasing • 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.
Assistant Operations Manager
About You
What you’ve done before
• 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 you’re 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.
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What will it take?
Physical Effort • Assistant 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 a good proportion of your time. In line with the DSE assessment, we encourage time away from your workstation, fresh air throughout the day and a good balance 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 a seasonal operation, there are times of year when workloads may spike or unplanned 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 be required of you. • Unpredictable pattern of activity, no two days are the same and this role would be more suited to someone who can operate effectively in a highly-varied environment. Emotional Effort • Frequent exposure to difficult circumstances involving customers and/or people. There is a known increase in mental health challenges for the student population and whilst we will provide all the tools, training and support necessary, we recognise everyone is different and there may be a more profound or lasting effect on some of our people. • As we build out this business, working on the development of organisational processes, systems and change, it can bring with it uncertainty. We would seek to minimise or remove any concerns for people through clear, consistent communication.
Assistant Operations Manager
Skills
Relationship Management
Customer Service
Health & Safety
People Management
Energy Level
Organisational Skills
Commercial Acumen
Other Skills
Functional Commercially Minded
Behavioural
Sales Oriented
Strong Leadership
Creative & Innovative
People Focused
Health & Safety
Candidate Information Pack
Application Process To arrange a confidential conversation to discuss the opportunity in more depth, please contact Hannah Searle & Charlotte Turedi of The Management Recruitment Group. Applications should be sent to studentroost@mrgpeople.co.uk
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