Operations Support Manager

Wearehomesforstudents; City of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading provider of student accommodation in London is seeking an Operations Support Manager to enhance operational excellence across properties. The role emphasizes managing KPIs, ensuring customer satisfaction, and adhering to health and safety standards. Ideal candidates will have leadership experience and a strong background in customer service. Join this diverse team and contribute to a rewarding environment.

Qualifications

• Experience in operations or property management.
• Strong background in customer service and managing teams.
• Knowledge of health and safety regulations.

Responsibilities

• Support the Operations Manager and General Managers.
• Manage KPI performance and uphold service standards.
• Lead health and safety processes and audits.

Skills

Leadership skills

Customer service orientation

Health and Safety compliance

Ability to manage KPIs

Financial performance understanding

Job description

Join Homes for Students, the UK's leading independent provider of Student Accommodation, and become an Operations Support Manager in London. This exciting opportunity offers 40hours per week, working 9.00am to 5.30pm Monday to Friday, providing you with a dynamic and rewarding work experience.

As the Operations Support Manager, your role is to support an Operations Manager to drive their General Managers towards operational excellence within our properties. Your focus lies in achieving key performance indicators (KPIs), ensuring an exceptional customer experience, and maintaining excellent health and safety standards.

Your Responsibilites:

Day-to-day

• Support the Operations Manager with their team of General Managers in London.
• Manage KPI performance through strong leadership, fostering a culture of accountability and ownership.
• Oversee standards across properties through planned visits, audits, coaching, and performance verification reviews (PVRs).
• Ensure daily checks, safe working practices, and high standards are consistently upheld.
• Drive a culture of continuous improvement, coaching, training, and development for outstanding resident experiences.
• Influence sales performance, rebooking, and summer business to maintain high levels of satisfaction.
• Handle customer satisfaction issues and act as an escalation point for complaints.
• Support the Operations Manager in building and maintaining client relationships, working flexibly to their needs

Coaching and Collaboration

• Support the team with day-to-day queries
• Manage health and safety processes, including audits, Fire Risk Assessments, and day-to-day monitoring.
• Implement and monitor property-based processes, including rent collection, debt management, room inspections, and financial process management.
• Lead and organize summer turnaround cleaning and maintenance processes, ensuring exceptional check-in experiences.
• Review competency levels and training requirements within the team, raising performance through coaching and feedback.
• Assist with the creation of annual budgets, identifying areas for improvement year on year.

Health and Safety and Overall Compliance

• Understand and manage financial performance through monthly reviews and the annual budget process.
• Mobilise new build or takeover properties as required.
• Support property management in the absence of a General Manager.
• Recruit, induct, and train new General Managers, providing ongoing coaching and support.
• Take ownership of resolving and supporting incidents, including those occurring outside regular hours.
• Lead the narrative around ESG across aligned properties and support related initiatives.
• Ensure compliance with ANUK requirements, supporting visits, audits, and assessments.
• Liaise with regulatory authorities as required, including HSE, Local Authorities, Environment Agency, and Fire and Rescue Services in conjunction with the Central H&S Team.

At Homes for Students, we embrace diversity and equal opportunities. As a proud member of Inclusive Employers, we believe in fostering an inclusive environment where employees from all backgrounds and communities can thrive. We welcome applications from everyone, and we are more than happy to discuss any reasonable adjustments you may require.

If you believe this role aligns with your aspirations, we eagerly await your application. Join us and embark on an exciting journey with Homes for Students.