MULTI-SITE GENERAL MANAGER CANDIDATE INFORMATION PACK
ABOUT COLLEGIATE UK
10,805 beds in21 cites acrosst he UK
All over the UK, we have residences run by hard-working teams who are committed to delivering the best possible experience, keeping our residents safe and ensuring their wellbeing. The residences are supported by our Central Support team, based in Ardington, in Oxfordshire. Our Central Support Team is comprised of our HR, Marketing and Communication, Sales, Finance, Business Intelligence, Operations Support
NEWCASTLE
Collegiate UK is an operator and manager of studentaccommodation with over 10,805 beds in 21 cities acrossthe UK. We work in close partnership with investors,developers, universities, and stakeholders to be the mosttrusted accommodation choice for students by creating aunique experience where everyone feels they belong.
LEEDS
SHEFFIELD
CHESTER
DERBY
NOTTINGHAM
and our Executive Team. We work together as one
LEICESTER
.
BIRMINGHAM
NORWICH
team, living the Collegiate UK values and aiming to create environments where everyone can thrive.
COVENTRY
IPSWICH
CHELTENHAM
CAMBRIDGE
CARDIFF
GLOUCESTER
CENTRAL SUPPORT
LONDON
BRISTOL
EXETER
WINCHESTER
PORTSMOUTH
SOUTHAMPTON
OUR APPROACH
Collegiate UK offers a wide array of student residences to suit all needs, preferences, and budgets. Whether it’s a stylish studio apartment or cosy shared accommodation, we provide homes that deliver supportive environments, a structured resident events programme and all-inclusive facilities that can include on-site cinemas, private fitness suites, games rooms and social spaces.
Resident wellbeing is at the heart of everything we value. Collegiate UK strives to create home environments and communities where everyone feels that they belong and can flourish, not only academically, but also socially, mentally and physically.
VISION, PURPOSE & VALUES
OUR VISION
To be the first choice for students by creating the best experiences and providing a home environment where everyone feels safe, comfortable and belongs.
BE YOURSELF, BE AWESOME Be YOUR best. Be
To create environments where everyone can thrive. OUR PURPOSE
authentic. Have a positive influence. Enjoy the ride.
LIFE AT COLLEGIATE UK We could tell you all the great things about a career with Collegiate UK, but we think you’d rather hear from the amazing people in our team….
WE CARE
WE GROW TOGETHER Work smarter. Collaborate as one team. Always be open and honest. Celebrate our achievements.
Respect yourself. Respect others. Respect our environment. Support each other.
In this year’s Employee Survey, we asked our team what they like best about working at Collegiate UK – these are just a few of the answers.
“I feel like I am valued as a person and within my team, I can express myself with no issue.”
“The environment is incredibly supportive, especially between sites and Central Support.”
“The social interactions with people of all nationalities. One day is never the same and that is something that keeps me going.” “Open culture to talk about issues and resolve problems - I feel I can share a problem and I know others would help me work through it without judgement.” “Collegiate UK has great people, a great team and a collaborative approach to working, celebrating successes and learning from mistakes rather than reprimanding.”
WE SUCCEED
TRUST US
Deliver the best results. Be accountable. Take ownership. Embrace innovation and creativity.
Be brave, step up and own it. Trust each other. Be financially responsible. Provide a safe and secure environment.
• Undertake monthly property KPI and financial reporting, ensuring set deadlines are met. • Instigate new initiatives in conjunction with the University or College relating to student experience or property efficiency, such as, energy saving awareness. Create and maintain effective working relationships with key client, University, College and local contact personnel and engage with third party suppliers and local business to create a bespoke events and activities program for the student tenants on site. • Implement and manage service or performance improvements and customer satisfaction. • Work collaboratively with the wider property management team to share best practice. • Hold regular 1-1’s with direct reports and set realistic objectives. • To be vigilant regarding student welfare issues and to report any student problem or any unusual behaviours to your line manager immediately. • Be accountable for the Sales Performance of student accommodation lettings, creating and driving an enthusiastic and focused accommodation team to deliver 100% occupancy of the accommodation • Manage and be accountable for the site P&L to ensure that all operational and site costs are kept within Budget. • Ensure that all debt from charges and
arrears at site collected in line with company procedures • Drive excellent customer service and create high standards to provide tenants and clients with a first-class service • Attend meetings representing Collegiate both internally and externally and follow up actions in a timely manner. • Recruitment and training of the Accommodation Team at site. • Set individual staff objectives, providing support to develop the skills of your staff to deliver excellent customer service. • Conduct appraisals and handle any disciplinary matters. • Rental collections and conducting the arrears process in line with company policy. Being part of the escalation management team dealing with out of hours site emergencies. • Carrying out termly apartment inspections • Managing the onsite maintenance team and third party contracted maintenance and engineers; in response to reactive and pre planned maintenance. Please note that due to the nature of the business and this specific role there are a large number of ad-hoc tasks which occur throughout the year – the job description is not exhaustive. The nature of the role means that you may be required to work outside of your hours (move in weekends, summer etc). Travel may be required.
JOB DESCRIPTION
Role Title: Reports To: Department/Residence: Hours:
Multi-Site General Manager Katie Frogson (Head of Operations) Operations 37.5 per week
KEY RESPONSIBILITIES
• To lead and manage the Accommodation Team at your site to ensure the smooth running of all services to meet tenant and client needs. • Liaise with the students on a day to day basis, being the point to interface with relating to open days, intake and departures, student wellbeing and behaviour, events management, damage recharges, monthly reporting and attendance at monthly meetings where notified by the Head of Operations. • Be responsible for organising and managing the check in, check out and room turnaround process and delivery of Summer Turnaround of the accommodation building which involves project managing the successful cleaning and maintenance of the building during the 4-week period of student changeover. • Be responsible for complaints and flat disputes, ensuring the satisfactory resolution and that the outcome is reported to management where necessary. • Be responsible for the Health and Safety of the site in line with statutory legislation and internal company procedures and
management of the site in compliance with ANUK National Code of Standards. • Take ownership of resolving and supporting with any incidents or accidents which occur out of hours. • Be responsible for the implementation and measurement of customer experience within the Property which is monitored through internal and external student surveys. • Be responsible for undertaking Property audits on a regular basis ensuring that safe working practices are in place and contracted services are being delivered to a high quality. • Ensuring that the property is adequately and appropriately resourced and that the workload is allocated accordingly. • Manage and develop capability across the property team, raising performance through coaching and feedback, using performance management methods where appropriate. • Liaison with central support team and management. • Overall accountability for property performance against KPIs, including customer satisfaction, compliance & financial information.
SKILLS/ABILITY/ KNOWLEDGE Essential • Management experience. • Experience of targeted sales and managing a team to achieve excellent results. • Excellent communication skills in written, face to face and telephone. • Organisational skills and the ability to work autonomously. Experience in hospitality, facilities management or property management desirable. • Understanding of P&L and Budgets. • Computer literate and able to use Microsoft Office programs. Desirable • Understanding of the Student Accommodation market. Previous experience of working in student accommodation sector. • Experience of running stands at conferences or events. MAC literate.
EMPLOYEE BENEFITS
• 25 days + bank holidays paid holiday • Auto Enrolment Salary Exchange • Pension Life Insurance • Employee Assistance Programme • Employee Referral Bonus Scheme • Cycle to Work Scheme • 10 days sick day • Hybrid Working (depending on role) • Discretionary Bonus Scheme
APPLICATION PROCESS We’d love to hear from you, please send your CV and covering letter to: Anna Kacprzak anna.kacprzak@mrgglobal.com 07513 721 970
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