Student Roost - Senior Operations Manager

Student Roost - Senior Operations Manager

CAPITAL PROJECTS RECRUITMENT CANDIDATE INFORMATION PACK Senior Operations Manager Candidate Information Pack

About Us We’re Student Roost. An owner and operator of purpose-built student accommodation across the UK.

We’re not quite the new kids on the block, having already created a portfolio of over 17,000 beds, in 48 buildings; but we’re at the very beginning of building our brand, our culture and our DNA. That makes it an exciting time to join us. Already, we’re made up of really good people and we’re a business who will endeavour, always, to do the right thing, in the right way – truly putting students’ experience, welfare and safety at the top of our agenda. We’ve all heard ‘if you build it…they will come’; we believe if you build it right, they will stay: that goes for both our customers and our people. We want to be a stable, welcoming and safe backdrop for our customer’s entire time at University, giving them one less thing to worry about. And for our people, we all spend more time at work than we do with our loved ones, we think it’s only right that you do that in an organisation, environment and a team that you love being a part of.

As a business built largely on acquisition, we have an array of properties and people, whilst many of our teams didn’t choose to come and work here, they do choose whether or not to stay and we’re confident we’re building a business that attracts talent from a variety of sectors and backgrounds, further diversifying the team in place. In little more than 12 months, we’ve built a complete HQ team, armed with little more than a Job Description and we think that’s testament to the experience candidates received when meeting with our team; a team of passionate, talented, like-minded individuals, who embrace the culture we’re seeking to build. Whether our properties were acquired from others or developed by ourselves, we’re excited about the positive changes we can bring to both the physical aspects of the property and the experience within it for our residents. We have, and continue to, invest in exciting, capital programmes, driving value for our residents, the people who work there and our investors. We look to our residents and property Team Members to help us better our understanding of the use of space; recognising those closest to the customer often know best. And for our people; providing welcoming work environments, interesting roles, competitive pay and benefits that matter to the individual. We’re starting to build out our Learning & Development framework too, so whilst the rewards should be there for everyone today, the real riches are in the long-term careers we can eventually offer. We’re putting major efforts into building a brand and an organisation that people want to work for and we think our greatest days are still ahead of us.

Jessica Gallop Director of People

Our Locations:

Liverpool Nottingham Newcastle Aberdeen Southampton

Wrexham Sheffield Glasgow Swansea Leicester Bath

Birmingham

York

Edinburgh Bournemouth

Chester Belfast London

Durham

*image for illustrative purposes only

WHAT WE OFFER

• Flexible tenancy lengths • Each site’s facilities have been tailored to their environment • Our rooms range from ensuite to studio and apartments • Excellent Customer Service • A home from home

Culture, Values & Behaviours You won’t find our values plastered across our walls, or our Team Members reciting them like a morning call; you won’t find a 100-page booklet detailing how we expect our Team Members to behave and you most certainly won’t find carbon-copy Team Members. Culture is how we work together to deliver a service to our customers, a meaningful career for our people and returns for our investors. It’s every single conversation we have internally and with our customers, parents, universities; it’s every piece of work we deliver, every person we hire, every supplier we pay, every room we sell, every new property we develop. Our values are delivered and not just displayed - It’s one thing to put our values on show; we’d rather put our people on show – that’s how we best demonstrate the values and behaviours here.

High Support – High Challenge

Reward what’s right

Freedom in a Framework

Lift

People over Policy

Base Camp

MORE ON VALUES

Let’s start with what they’re not…

They’re not a vinyl or fancy artwork on the wall. They’re not a banner on a website, nor a stick to beat Team Members with. They’re not delivered for you or handed over and they’re never an excuse.

Our values are the things we value here. The things that are important to us and the things we pursue and protect.

Authenticity

Decency

Integrity

Humility

Curiosity

Perceptive

Communication

Courage

Influence

Job Description Post title:

Senior Operations Manager

ROLE DESCRIPTION: We’re Student Roost. And we’re on the look out for a Senior Operations Manager to join our growing team. We’ve all heard ‘if you build it…they will come’; we believe if you build it right, they will stay: that goes for both our customers and our people. We want to be a stable, welcoming and safe backdrop to our customer’s entire time at University, giving them one less thing to worry about. And for our people, we all spend more time at work than we do with our loved ones, we think it’s only right that you do that in an organisation, environment and a team that you love being a part of. This is where our Senior Operations Managers step in. Placed on assignment across various areas of the business; they heed the call for help and step in to assist the running of a property or multiple properties in one city. When our property teams are stabilised, they move onto the next task, perhaps supporting Heads of Department or Directors with discreet pieces of work. We want to avoid internal consultants, so we anchor these roles to a dedicated line manager. The Director of People takes leadership of these roles, to ensure their longer-term development needs are understood and cared for and that conflicting requests and priorities can be unblocked. The role has a solid grounding in Operations and can confidently lead both a local property team and operations managers. It’s a role requiring a great deal of mobility and flexibility. The working hours are 37.5 per week with shift being 5 days out of 7 days. Weekend work will be required on a rota basis. The key accountabilities of the role can be expressed through the Operations Manager Job Description (below), in addition to the following capabilities: • An exceptional ability to build relationships with peers and team members • Able to identify discord in teams and remedy appropriately • Ability to quickly and succinctly assess the needs of a particular scenario and articulate the programme of works to address • Excellent time management skills • Ability to lead on People development, performance management and recruitment of Manager roles and below. KEY ACCOUNTABILITIES: SAFETY, WELFARE & COMPLIANCE • Top of your agenda at all times; practice an unrelenting approach to safety and welfare by adherence to any and all safety policies and processes in our organisation. • Develop an understanding within your respective property for all statutory and legal

accountabilities we hold; furthermore, ensure that your teams understand why we perform such duties and encourage an environment where safety and welfare is never overlooked. • Create an environment whereby all team members feel confident and comfortable in raising any concerns about our properties or our practices. • Responsible for the completion of any and all Health & Safety routine checks and Planned Preventative Maintenance schedules. CUSTOMERS • Champion always, the needs of our customers, leading by example and demonstrating a personal desire for high levels of service in all interactions. • Manage the provision of a service in your property that is constantly pursuing customer retention and recommendation. • Represent the voice of the customer at all levels in the business, ensuring that the decisions you make are done so with the customer at the forefront. • Know your customer – ensure you lead by example in getting to know each of your customers; learning about their life at University, the courses they study, how they want events to be run in the property and maintain a solid >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

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