CAPITAL PROJECTS RECRUITMENT CANDIDATE INFORMATION PACK Area Manager Candidate Information Pack
About Us We’re Student Roost. An owner and operator of purpose-built student accommodation across the UK.
We’re not quite the new kids on the block, having already created a portfolio of over 10,000 beds and ambition to double that in the near future; but we’re at the very beginning of building our brand, our culture and our DNA. That makes it an exciting time to join us. We can’t tell you too much about ‘who we are’, because we’re building the very team that will help us do that. What we can tell you, is that already we’re made up of really good people and we’re a business who will endeavour always to do the right thing, in the right way – truly putting students’ experience, welfare and safety at the top of our agenda. 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 to 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.
While most of the buildings we have acquired were operated “competently” by third-party providers there was scope to improve the management. We saw the opportunity to offer a more inspirational customer-led and focused approach to deliver fantastic student welfare and experience in a safe, secure environment and make it a genuine home away from home. An example is our Hollis Croft development in Sheffield where we provide students with theatres, a cinema room, study rooms, relaxation areas and recreation areas. We’re big on retention, both of our customers and our people. We offer brilliantly located properties in major University towns and cities, well-priced and equipped with all the amenities and services our customers need to thrive whilst at University. We’re big on our people too; providing welcoming work environments, interesting roles and a raft of opportunities. We’re putting major efforts into building a brand and an organisation that people want to work for and we’re excited about sharing some of our great work in the coming months.
Tim Butler Chief Executive Formerly a director at GL Hearn and The Unite Group
Liverpool Nottingham Newcastle
WHAT WE OFFER
• Flexible tenancy lengths • Each site facilities have been tailored to the environment • Our rooms range from ensuite to studio and apartments • Excellent Customer Service • A home from home
Culture, Values & Behaviours 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. Our values are delivered and not just displayed - It’s one thing to put our values on show; we’d rather put our people on show – that’s how we best demonstrate the values and behaviours here.
High Support – High Challenge
Reward what’s right
Freedom in a Framework
People over Policy
MORE ON VALUES
Let’s start with what they’re not…
They’re not a vinyl or fancy artwork on the wall. They’re not a banner on a website, nor a stick to beat Team Members with. They’re not delivered for you or handed over and they’re never an excuse.
Our values are the things we value here. The things that are important to us and the things we pursue and protect.
Job Description Location: South Reports to:
Chief Operating Officer
ROLE DESCRIPTION: Ready to rule the roost? Well, not quite rule (no monarchy here) …but certainly play a major part within an exciting new student accommodation brand. Our Area Managers are the backbone to our property and city customer experience teams; talented leaders 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. It’s a very exciting time to join our team - a fancy new visual identity recently launched and a chance to join us at the very beginning of building our brand, our culture and our DNA. We can’t tell you too much about ‘who we are’, because we’re building the very team that will help us do that. What we can tell you, is that already we’re made up of really good people and we’re a business who will do the right thing, in the right way – truly putting students’ experience, welfare and safety at the top of our agenda. 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 to 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. The Area Manager team are responsible for ensuring we fulfil our commitments to our people and our customers, through the delivery of exceptional service in a safe and welcoming environment. The role will also take responsibility for the financial performance of our properties, operate safe and secure properties in line with all statutory, legal and moral obligations. 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 within your respective 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.
Job Description CUSTOMERS • Champion always, the needs of our customers, leading by example and demonstrating a personal desire for high levels of service in all. • Oversee the provision of a service that is constantly pursuing customer retention and recommendation. • Represent the voice of the customer at all levels in the business, ensuring business decisions are made with the customer 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 customers. PEOPLE • Working with the People policies and practices of our company, take responsibility for the end to end journey of people in our business; from the recruitment of new team members, through their development, to their departure from our business, as a direct line manager or in support of others in the team. • Recruit, develop and lead strong people managers, who conduct themselves consistently, fairly and are respected by their team. • Ensure every employee within your respective area has a consistent and effective induction to the business, giving everyone a platform to succeed. • 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. LEASING • Responsible for the successful lease-up of all properties within the area. • 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 University picture, competitors and where your assets rank relative to the comp set. • Be expert in your knowledge of the leasing performance of each of your properties; attending the routine calls/meetings wellprepared to discuss performance. • Be agile and quick to respond to the shift in leasing performance, seeking support or approval as necessary for any changes to marketing strategy of customer offer.
Job Description • Encourage and reward the input and ideas of your team to develop the leasing plan for your markets; recognising that those who work in our properties are often best-placed to know what works. • Develop strong, meaningful relationships with institutions in your cities; ensuring involvement from the Property Manager. • 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. FINANCE • Accountability for the financial performance of the properties in your area, conducting monthly reviews of P&L performance and being prepared to narrate on the variances. • Alongside your managers, be 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 and adherence to policy on the procurement of goods and services; identify and share cost effective opportunities. PROPERTY • Ensure, with your teams, that the physical appearance of properties is of the highest standard. • 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. Person Specification 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. • Management or supervision of others on a regular, routine basis. • Accountability for the financial performance of your business area maintenance services.
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. WHAT WILL IT TAKE? Physical Effort • Area Managers spend a great deal of time travelling to and from their properties and other office locations. • It is often more efficient to walk between properties in the same city. Similarly, when onsite you may be required to assist a customer or respond to a fire alarm, which would likely involve climbing stairs. • It is expected that Area Managers support with 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.
To arrange a confidential conversation to discuss the opportunity in more depth, please contact Hayley Mintern or Charlotte MacGregor of The Management Recruitment Group on 020 8892 0115.
The salary on offer for this role is £60,000 - £65,000 plus; • 5+5% pension
• Eligible to join PMI scheme (once in place) • 25 + 8 days annual leave, plus birthday off Applications should consist of a comprehensive CV (of not more than 4 pages) and a covering letter (of not more than 2 pages). Applications should be sent to
firstname.lastname@example.org or email@example.com. The closing date for applications is Sunday 11th February 2018.Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12
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