Liberty Living - Residences Manager – Wolverhampton

Liberty Living - Residences Manager – Wolverhampton

Residences Manager Wolverhampton

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:

Operations Manager

Staff Relationships:

Administration, Housekeeping staff and Security Staff Student Experience Reps

Key Relationships:

Students/Parents, Central Sevrice Staff, Universities/Colleges, Suppliers and Contractors, Other Residence Managers

Residence Manager - your role

You will have responsibility for the daily management of your allocated residence(s) under the direction of the Operations Manager (OM). You will be responsible for ensuring a high standard of customer service is provided at all times to maximise revenue generation, which will be achieved through the delivery of residence services and effective staff management. 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. Therefore, the ability to communicate effectively at all levels, plan your time effectively and have an organised approach to working is essential. 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 in conjunction with the Operations Manager, with responsibility for daily management of budgets, P&L and cost control.

Key Responsibilities and Activities

Business Development

• Actively support new and existing business and revenue generating opportunities by working with the OM to manage the student renewal and expansion process. • 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. • Instigate and/or wholly participate in promotional & marketing activities. • Complete sales viewings.

Customer Care

• 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, and in line with the National Code

of Standards and Liberty Living’s own procedures. • Provide pastoral care and support to residents. • Manage all customer and parent complaints. • Provide mediation support during disputes between customers.

• Be fully conversant with the residences’ Mental Health awareness protocols; be able to direct students to specialist resources and be able to deal with emergency situations if they arise. • Assist with the coordination of Student Experience events. • 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. Under the direction of the OM and with assistance from your HR Representative, where appropriate: • Manage the team in all aspects from coordinating recruitment, performance management, communication and employee relations within the guidelines defined by HR in line with employment legislation. • Keep HR, the OM and the ROM advised of all recruitment requirements. • Introduce and maintain high levels of team spirit and be a team player. • Ensure that there is effective delegation to meet the needs of the clients and the operation. • Establish regular communication with the team including individual performance reviews and team meetings. • Manage holiday requests ensuring adequate cover for the residence at all times. • Ensure that holiday requests are recorded via the appropriate HR on-line portal, providing appropriate training to their team to allow self-sufficiency in requesting and maintaining their holiday records. • Ensuring that all sickness and other absence is reported immediately to HR. • Manage poor performance and absence management in line with HR procedures and guidelines. • Where appropriate, manage a team of resident Student Advisers who provide pastoral care and operational services for the residence. Team Management

Job description

Daily Management

• Daily management of the residence to the high standards by interpreting and implementing policies and procedures as laid down by Liberty Living. • Manage all aspects of administration within the residence including electronic and paper-based systems. • Maintain full and up-to-date knowledge of the Company’s policies, procedures and common practices. Informing the OM and/or the HR Team 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 daily night services log has been checked and appropriate action taken. • Ensure all processes carried out 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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