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Operations Manager Bristol Co-Living Candidate Information Pack
Operations Manager
About Us
We are Student Roost, an award-winning student accommodation provider with properties across the UK. We have a really exciting opportunity to bring on board an Operations Manager to run our new building in Bristol. New market, new proposition, who wouldn’t want to do that? Zinc Works will be Student Roosts first Co-Living property, in a major University City, based in the heart of Bristol’s Old Market Area. Zinc Works, will be home to Students, Young Professionals, especially Graduates with an emphasis on creating communities, co-working spaces, wellbeing lounge, hosting kitchen and rooftop terrace. With the change of traditional working Zinc Works will offer Zinc Spaces, embracing Co-working to embrace hybrid working.
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The service to our Graduate residents will be bespoke to their needs, offering a range of value-add concierge services that will enhance their experience of living at Zinc Works, along with a selection of additional services the residents can choose to purchase whilst living with us, such as additional cleaning and laundry services 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 resident experience, welfare and safety at the top of our agenda.
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
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
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.
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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Operations Manager
About The Role
Our Operations Managers are the magic ingredient 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 Operations Managers are responsible for ensuring 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 Operations Managers take responsibility for 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 within your respective property 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. • Responsible for the completion of any and all Health & Safety routine checks and Planned Preventative Maintenance schedules. Customers • Champion always, the needs of our customers, leading by example and demonstrating a personal desire for high levels of service in all interactions. • Manage 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. • 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. • 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 and Graduate 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.
Operations Manager
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 exceptional team members, who conduct themselves consistently, fairly and are respected by their peers and colleagues. • Ensure every employee within your team 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 your property. • Accountable for delivering on a solid customer retention and recommendation performance in the property. • Assess the rebooking eligibility in your property on a routine basis, to ensure you and your 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. • Be expert in your knowledge of the leasing performance of your property; attending the routine calls/meetings well prepared 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. Trust that we know those on the ground are often best placed to make decisions about their markets. • Encourage and reward the input and ideas of your team to develop the leasing plan for your markets.
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• Ensure every member of your team, regardless of their discipline understands how their role contributes to the leasing performance of your property. • Develop strong, meaningful relationships with institutions in your cities; in particular, the Accommodation Office, International Office, Student Union and Welfare teams. • 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 property, conducting monthly reviews of P&L performance and being prepared to narrate on the variances. • Procure goods and services in line with the policies and procedures of the business. • Alongside your line manager, be capable of input to the annual budget-setting process and routine reforecasting, based on a sound knowledge of the activity at your property. • Identify and share cost effective opportunities.
Property
• Ensure, with your 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. • Manage the Maintenance and Housekeeping services in your property ensuring they understand their obligations around Health & Safety. • Operate 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. • 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.
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 and co-living ideal, but not essential. • Experience of mobilising a new property ideal, but not essential. • Management or supervision of others on a regular, routine basis. • Accountability for financial performance in one or more previous roles. • Built good rapport with all residents. • Passion for providing an extraordinary service. • Create a real home for our residents.
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. • Building a thriving community within the building and engaging with the local community and partners. • Maintain systems with up to date customer feedback and personal preferences.
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What will it take?
Physical Effort • Operations 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. • 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. • To be qualified and keep up to date with statutory English letting requirements. 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.
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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