General Manager

Downing; Manchester; On-site; GBP 40,000 - 50,000; Full time

Job summary

A well-known property management company in Manchester is seeking an experienced General Manager to oversee operations at their co-living accommodation. The role involves managing day-to-day activities, ensuring high resident satisfaction, and leading the team to achieve occupancy targets. The ideal candidate will have previous experience in a similar role and a passion for delivering excellent customer service. This position offers various work hours and perks including life assurance cover.

Benefits

Life Assurance cover

Employee Assistance Scheme

Paid overtime

Qualifications

• Experience in Build to Rent (BTR) or Purpose Built Student Accommodation (PBSA).
• Strong team player with a hands-on approach.
• Excellent verbal and written communication skills.

Responsibilities

• Manage day-to-day activities and customer service tasks.
• Lead the team to achieve high occupancy rates.
• Ensure compliance with health & safety regulations.

Skills

Customer service

Building management

Team leadership

Problem-solving

Communication skills

Tools

MS Office

PMS

CRM systems

Job description

Downing, Manchester, England, United Kingdom

We have an exciting opportunity for an experienced, well presented, and dynamic General Manager to join our team at our flagship co‑living accommodation – Square Gardens in Manchester City Centre. The scheme spans across 3 blocks totalling nearly 1900 beds, housing both professionals and students.

You will be responsible for the execution of all day‑to‑day activities including building management, customer service and resident satisfaction, as well as supporting the business to achieve high occupancy and customer retention. A hands‑on approach is essential to work alongside and manage the operational teams, sub‑contractors and partners to maintain brand standards and the smooth running of this impressive flagship development.

Downing are a family‑owned, award‑winning, leading developer, owner, and operator of bespoke, luxury student accommodation, residential and commercial properties across the UK. Operational for over 37 years, we deliver best‑in‑class developments, with over £2bn of developments successfully completed to date, and a further £1.6bn in the pipeline.

Key Responsibilities:

• Support the business and lead the team to achieve 100% occupancy, including marketing, viewings, check‑in/out, inspections, tenancy management and welfare documentation.
• Promote and monitor resident engagement activities such as events and reviews.
• Support hospitality and resident service functions, ensuring 5* standards in communal areas and effective handling of complaints and welfare issues.
• Drive service standards using customer feedback to identify improvements and enhance the resident experience.
• Use best practice models to achieve 5* customer satisfaction through quality assurance and event planning.
• Maintain local competitor analysis and maximise income through renewals, extensions and other revenue opportunities.
• Drive the Net Promotor Scores (NPS) through key campaigns across all channels.
• Ensuring high resident satisfaction and retention. Oversee complaint resolution, complex customer issues and ensure feedback loops lead to continuous improvement.
• Manage social media and third‑party content to support marketing and communications.
• Prepare and report on key KPIs including Health & Safety, debt management, income, occupancy and customer satisfaction.
• Support the Regional Manager and Head Office teams with operational tasks as required.

Team Management:

• Lead the team to deliver excellent service to our residents.
• Support with hiring, onboarding, training and ongoing team development.
• Motivate the team to provide consistently high service standards and maintain a positive organisational culture.
• Ensure compliance with Health & Safety, data protection and current legislation.
• Ensure all systems are monitored (PMS, CAFM, access control, CRM, comms platforms) and are used fully, consistently and accurately.

Facilities Management:

• Oversee resident‑focused facilities and maintenance services, including health & safety, utilities, waste, security, cleaning and budgets.
• Ensure statutory inspection, testing and associated documentation are completed and compliant.
• Manage contractors and procurement for maintenance and facilities works, ensuring high standards and value.
• Oversee planned and preventative maintenance programmes, managing and resolving defects efficiently.

Person Specification:

• Previous experience in a similar role within Build to Rent (BTR), Purpose Built Student Accommodation (PBSA) or Hospitality is essential.
• Experience managing in‑house teams and external contractors.
• Strong understanding of building operations, health & safety, and statutory compliance.
• Passionate about delivering excellent customer service and exceeding expectations.
• Ability to influence, adapt and stay motivated in achieving resident satisfaction and sales targets.
• Professionally presented, confident, outgoing and detail focused.
• A strong team player with a hands‑on approach, supporting colleagues when required.
• Proactive and able to use initiative to enhance the brand’s reputation and drive profitability.
• Highly organised with strong problem‑solving skills and the ability to work under pressure.
• Target‑driven with excellent attention to detail, understanding the importance of deadlines and quality outcomes.
• Excellent verbal and written communication skills with proficiency in MS Office, Excel, PMS and CRM systems.
• Culturally aware with the ability to adapt communication style as needed.
• Local knowledge of the city, its people and culture is an advantage.
• Association of Residential Lettings Agents qualification (ARLA) and knowledge of Institute of Residential Property Management (IRPM) and Landlord/Tenant legislation would be beneficial.
• Strong understanding of residential operations systems (PMS/CAFM/CRM/access control).

Hours of Work:

• Monday to Friday 8am‑5pm, 9am‑6pm or 10am‑7pm on a rota’d shift basis.
• We require you to work 1 in 5 Saturdays 8am‑5pm on a rota’d shift basis, with hours given back in lieu the following week.
• Paid overtime.
• Life Assurance cover.
• Employee Assistance Scheme.