Operations Support Manager

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 40 hours per week, 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.

 Our Mission: ‘To continue to create memorable homes for students and be trusted to deliver the right accommodation experience by our partners as their success is our success.’

 As the Operations Support Manager, your pivotal role directly contributes to our mission of creating memorable homes for students and earning the trust of our partners. In supporting our Operations Managers to lead a team of General Managers, you play a crucial part in shaping the accommodation experience, ensuring outstanding customer satisfaction. By focusing on health, safety, and welfare, you reinforce the trust partners place in us, as their success is tied to the positive experiences we provide. 

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 organise 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.

Health and Safety and Overall Compliance

• 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.

Your Skills and Experise:

1. Leadership: Exhibit strong leadership skills with the ability to lead, motivate, and manage a team effectively. 
2. Performance Management: Demonstrate a track record of effectively managing KPIs and driving positive outcomes through supportive and inspiring leadership. 
3. Problem Solving: Showcase a proactive approach to problem-solving, addressing challenges in day-to-day operations, health and safety, and compliance. 
4. Process Improvement: Have experience in implementing and driving continuous improvement initiatives in areas such as facilities management, health and safety, and operational processes. 
5. Communication: Possess excellent communication skills, including the ability to conduct regular 1-1s, communicate expectations, and foster a culture of open and constructive dialogue. 
6. Team Collaboration: Foster a collaborative team environment, supporting colleagues and creating a culture of accountability, ownership, and inclusion. 
7. Financial Acumen: Demonstrate financial management skills, including budget creation, variance analysis, and the ability to identify areas for improvement. 
8. Regulatory Compliance: Possess a strong understanding of and experience in maintaining compliance with relevant regulations, including ANUK requirements, health and safety standards, and other legal obligations. 
9. Project Management: Show the ability to manage projects such as property mobilisation, summer turnaround processes, and new build or takeover property initiatives. 
10. Emergency Response: Display the capability to take ownership of and effectively manage incidents, including those occurring outside regular working hours. 
11. Environmental, Social, and Governance (ESG): Have a clear understanding of ESG principles and the ability to lead initiatives and messaging around ESG within the properties. 

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.