Liberty Living - City Operations Manager – Wolverhampton, B…

Liberty Living - City Operations Manager – Wolverhampton, B…

City Operations Manager Wolverhampton, Bedford and Coventry

Candidate information pack

About us

We have over 24,000 beds under management across 51 residences in the UK.

Our accommodation is in prime locations across 19 major university towns and cities. In line with trends in student living, the majority of our rooms are en-suite with shared kitchens and social areas. The remainder are non-ensuite rooms. All our rooms are situated in high-quality, modern residences with, on average, 400 or more bedrooms, providing us with the scale we need to manage our assets effectively and efficiently. Our aim is to create the best environment for students to thrive; well-located, well-priced, social and secure accommodation with outstanding facilities. We serve first to final year, domestic and international students and aim to provide extremely high levels of service to both students and our educational institution partners. We are a trusted partner to more than 40 educational institutions who rely on us to provide best-in-class student accommodation and facilities, so they can focus on delivering world-leading education. Our financial strength, operational track record and high quality of service are key differentiators when educational institutions are selecting accommodation partners. We are founding members of the ANUK code, which sets high standards for the management of student accommodation, and are highly-regarded across the industry for our superior service standards.

Our residences

We’ve thought about everything, from Wi-Fi right through to laundry, we make the process of moving in and living with us as simple as possible for our students. All of our facilities are the best of the best, with all our properties offering: Totally secure living environment, Modern kitchens, Free Wi-Fi, Post services, On-site laundry and Bike storage.

Our values

Our values are simple, but they’re present in everything we do. We believe in: • Putting safety first • Passion for service

• Commitment to excellence

• Respect for people

• Fun for all

Alongside these core values, we also provide equal opportunities in lines with employment laws (but also just because it’s the right thing to do!).

This means we don’t discriminate on the basis of sex, gender, race, colour, religion, national origin, ancestry, age, marital status, medical condition, pregnancy, physical or mental disability, sexual orientation, or on any other basis prohibited by law – because we genuinely think that’s the right approach to take.

Basically, we aim to extend our welcoming approach to our customers, to our staff and any potential staff, too.

Job description

Reporting to:

Regional Operations Manager

Staff Responsibility: Key Relationships:

Residences Managers, Maintenance staff and Security Staff Universities/Colleges, Central Services Support Teams and Other City Operations Managers

City Operations Manager - your role

Reporting to the Regional Operations Manager (ROM), this role is responsible for the delivery of excellent performance of the company’s objectives through the implementation of the company’s key services and development of the company’s University and client relationships. The City Operations Manager leads on the operational and financial activities for a specified city or cluster of cities, whilst ensuring a culture of sales and customer service is delivered to the highest levels. The close working relationship with the Residence Management team is critical to the success of this role and the city. The ability to manage, coach and develop the team is important, as is the development of relationships with clients. Working across multiple residences and managing separate teams requires the ability to communicate effectively at all levels, excellent organisational skills and the capability to manage your time inline with the demands of the business and your teams. Ensuring that the residence runs efficiently and cost effectively in line with company policies and procedures, financial management will be a significant focus of the role with responsibility for daily management of budgets, P&L and cost control. You will be accountable for maintaining the profitability and occupancy of the residence, so a full understanding of the business is vital.

Key Responsibilities and Activities

Business Development

• Actively drive rental uplifts through implementation of the dynamic pricing model with the aim of maximising revenues. • Actively support new and existing business and revenue generating opportunities by working, overseeing the sales conversion process, generating new enquiries and converting interest received. • Ensure student retention and revenue generating opportunities through the delivery of a high standard of customer service. • Maximise residence occupancy to meet and exceed targets, including building and maintaining a summer rental business.

• Complete sales viewings where necessary.

Customer Care

• Ensure revenue generating opportunities through the delivery of a high standard of customer service, setting the standard and coaching your team as appropriate to ensure your team deliver to the same standards. • Develop and maintain relationships with the University/College. • Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers’ expectations and service levels relevant to each residence, and ensuring your team do the same. • Managing in line with the National Code of Standards and Liberty Living’s own procedures. • Co-ordinate pastoral care, mental health and wellbeing support to residents. Directing residents to specialist resources and be able to deal with emergency situations if they arise. • Manage the client move-in and client move-out process to provide a smooth transition for the client whilst ensuring all administrative, operational and financial aspects are completed to a high standard. • Oversee and lead the daily management of the residences to the high standards by interpreting and implementing policies and procedures as laid down by Liberty Living. • Oversee all aspects of administration within the residences including electronic and paper-based systems. • Maintain full and up-to-date knowledge of the Company’s policies, procedures and common practices. Informing the ROM and/or the HR Department of any concerns they may have in relation to suspected gaps in that knowledge. • Ensuring that all relevant staff are trained and competent in the Company’s policies and procedures. • Ensure all processes carried out by the team are compliant with GDPR and Liberty Living’s >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16

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