Unite Students - Night Manager

Unite Students - Night Manager

Night Manager

Candidate Information Pack

About US We are Unite Students. The leading provider of student accommodation in the UK.

30 years’ experience

Over 60 University partners

74,000 students each year

Not just a landlord

Having provided a home for students for almost 30 years, we know what students want and need. We also know that every student’s different. We’ve used this insight to create places to live where they can feel at home, no matter where they ’ve come from or where they want to go. Places where they can make the leap to university and get the most out of their time there.

Home for Success

We know that university isn’t always plain sailing. But we also passionately believe that with the right support and surroundings, students can successfully navigate themselves through the lows as well as the highs of this exciting, sometimes challenging, time. We call this a 'Home for Success'.

The smart way to live with us Packed with features, the MyUnite app is a must-have for anyone living with Unite Students. From connecting with flatmates to logging a maintenance request, the MyUnite app is the perfect companion to ensure students have a great stay with us.

Find out more

Our promises

Safe and secure

Getting you settled

There when you need us

Buildings, teams, rules. Everything we do is designed to protect our students .

New place, new people, new start. We’ll help them settle in and feel at home.

Whatever our students need, they ’ve got our support 24 hours a day, 365 days a year.

Our Values

Our ambition is for our values to reflect the mindset, behaviours and attitudes we aspire to role model across the business.

CREATING ROOM FOR EVERYONE We strive to be welcoming and inclusive to all

KEEPING US SAFE Safety should be a part of everything we do

DOING WHAT’S RIGHT We should always be looking to do the right thing

RAISING THE BAR TOGETHER We should constantly strive to be better

How we operate

REGIONA

Cluster Responsibility

Student Experience Manager 0

V

V

Student Exp. Lead

Student Exp. Lead

St

St

Student Exp. Team Student Exp. Team

Property Responsibility

AL GENERAL MANAGER

V

General Manager

Facilities Manager

V

V

V

Housekeeping Team Lead

Facilities Team Lead

Night Manager

P

V

P

Night Team Lead 60% Productive

Facilities Team

Housekeeping Team

V

tudent Exp. Lead

tudent Exp. Team

The Role

PURPOSE OF THE ROLE The Night Manager is accountable for the Student Experience teams between 10:00pm – 7:00am within a city, they assume responsibility for operating the properties safely, securely and provide a point of escalation and incident response wherever required. Reporting to the General Manager they support the Student Experience Manager with the brilliant delivery of service style, consistent execution of ‘Unite Way of Operations’ and the creation of a community that our students love and flourish in. In the event of a major incident, they will assume control and be on point to manage response. What you do ….. KEY ACCOUNTABILITIES / RESPONSIBILITIES • Be a brand ambassador and always act with positive intent creating an environment where residents feel safe, welcomed and settled and the team are always fully informed and well communicated to. • Accountable for the performance of their teams and will actively participate in performance management conversations and personal development plans. • Supports the Student Experience Manager ensuring all properties are manned with a Student Experience or Student Safety team member according to agreed principles and property needs, that the team member is trained to deliver expected outcomes and that they are able to respond accordingly in all likely scenarios. • Supports the Student Experience Manager in creating an environment in which our Student Experience teams can apply CARE ( C onnect, A ct, R espect and E ncourage) delivering a world class student experience to our residents and each other. • Accountable for ensuring the Student Safety team members’ responsiveness at night; ensuring the team are taking appropriate action on receipt of student feedback, resolving issues either directly or indirectly and making sure a resolution is found or the issue is escalated in the right amount of time, where applicable, they are responsible to establish the root cause and solutions to ensure it is non-repeated. • Accountable for the Student Safety team members’ adherence to Unite policies, procedures and specified and trained ways of working at all times. • Supports the customer account management acting as a point of escalation for team members within their city. • Responsibility for management of security personnel and accountable for keeping our properties secure from external threat. • Responsible for quick and decisive response in the event of property failure – must have great knowledge of the properties’ building systems, fire life safety systems and infrastructure. • Responsible for quick and decisive response in the event of an emergency – must have great knowledge of Unite’s H&S policy, fire safety policy, fire strategies and available tools such as Keeping uS Safe guide. • Accountability for maintaining a safe environment for everyone including the Student Safety team members’ completion and recording of basic monitoring and compliance, ensuring the team is trained and takes appropriate action in case of incident or emergency.

KEY SUCCESS METRICS

Employee Engagement of night service team

Service led NPS scores

NSF and Quality 360 audit completion and pass (service hallmarks and service standards, including cleanliness and condition)

HE Partner responsiveness and safe environment recognition

Excellent response and recovery times / scores

WHAT WE’RE LOOKING FOR

As a Night Manager, you will always show that you CARE ;

• Be able to C onnect with our students, your team and support functions. That means being open to diversity, being approachable to everyone and leaving a great first impression so that people leave a conversation feeling good. • Be A ction orientated – that means being observant to everything that’s happening around you, taking ownership to make things right and to speaking up and ensure lessons are shared and improvements are made for everyone to benefit. • Give R espect – that means being open to different cultures and beliefs, being considerate of other people’s needs and treating others how they wish to be treated. • E ncourage others – that means being positive and using positive verbal communication and body language, being solutions focussed and coaching others to help them find solutions for themselves and being supportive – never letting our students feel lost. You will believe in and actively demonstrate our promises; • We want to create room for everyone – equality and sustainability matters • Keeping us safe is a top priority – you are able to keep calm under pressure • You believe in doing what’s right – you will stand up and speak up when you know that something is not right • We want to raise the bar together – you can be creative and are willing to take a chance You will demonstrate great leadership qualities: • Is not easily fazed, great under pressure and steps up to lead in difficult situations • Is able to recognise great performance • - Can solve complex problems by analysing problems to understand underlying issues and root causes, and makes it right • - Has the ability to create environments where people are open and best practice can be shared • - Can explain what it means to deliver a great student experience in a way which is meaningful and motivating • - Able to contribute to a culture of high-performance and lifelong learning, taking responsibility to develop own areas of growth and supporting the team through regular 1-to-1 conversations The other stuff: • The Night Manager normal working hours are 10:00pm – 7:00am, or in line with our promise to our students of ‘being there when you need us’ • The Night Manager may benefit from having safety and security experience • Must hold a valid UK/EU driving license

Get in Touch If you are interested in

North and Central London – contact Hannah Searle

Bristol, Bath and Cardiff – contact Anna Kacprzak Anna. [email protected]

Get in Touch Hannah Searle [email protected]

Anna Kacprzak [email protected]