General Manager

3 weeks ago

Leeds, United Kingdom Nido Living Full time

Owned by CPP Investments, Nido Living is a best-in-class real estate investment and operating platform focused on purpose-built student accommodation (PBSA). Nido has exciting plans to grow its portfolio offering throughout the UK and Europe, with a key focus on continental Europe for our next phase of expansion.

Nido delivers the best customer experience by creating and maintaining communities that place resident wellbeing and safety at their centre. Our teams and their focus on the resident experience are what makes us stand out and win awards. We aim to redefine industry standards for residents and investors.

Nido currently operates buildings across various cities in Ireland, Spain, Portugal, Denmark, and the Netherlands, with further developments in construction in the UK and Europe.

With such an exciting growth plan, Nido has a long and prosperous journey ahead, which offers a great opportunity for an enthusiastic, like-minded individual to join us along the way. Please refer to the website for further information on Nido www.nidoliving.com.

Position: General Manager

The General Manager is responsible for the operational performance and management of the residence. The role will include liaising with the central teams at Head Office, the asset management team and building relationships with our residents, universities, contractors, suppliers, agencies and other stakeholders.

The General Manager will lead their team to deliver on the operational plan for their residence, as approved within the annual budget. Their residence must live up to the high brand standards that Nido Living aspires to.

Responsibilities
  1. Day to day management of the residence team, including Resident Ambassadors, agency Team and contractors working within the building, supporting their learning and development.
  2. Promote a ‘residents first’ culture and ensure their expectations are met.
  3. Ensure that the customer service level of the residence team remains high, and the agreed service level agreement is followed.
  4. Take responsibility for the sales and marketing of the residence and work with the central Marketing and Sales teams to ensure minimum budgeted occupancy year-on-year.
  5. Ensure team is knowledgeable of competition and latest marketing trends in the UK student housing sector.
  6. Assist the Systems team with the management of the property management system, ensuring all data entered by the team is correct and viable.
  7. Provide out of hours support to the residence as required, to ensure that issues are escalated according to procedure.
  8. Deliver on customer satisfaction targets.
  9. Manage on-site maintenance operations including planned preventative and reactive maintenance.
  10. Manage housekeeping operations to ensure that the site always remains presentable.
  11. Implement and ensure that Nido Standard Operating Procedures are adhered to by on-site team and residents.
  12. Introduce Nido events programme with the support from central marketing team and resident ambassadors.
  13. Providing relevant housing allowance information and relevant procedures associated with UK housing regulations.
  14. Full understanding of UK housing tenancy law including long term and short-term contracts.
  15. Assist the Head of Operations with the residence mobilisation tasks and procedures.
  16. Ensure all check in and check out procedures are followed as per UK housing regulations.
Compliance
  1. Ensure that health and safety standards of the residence are adhered to, and team are trained and up to date with changing responsibilities, legislation and obligations.
  2. Ensure compliance with all agreements and contracts in delivery to residents, suppliers, and stakeholders.
  3. Ensure that reporting and monitoring structures are in place to identify accidents, incidents, behaviour, and activities which may be detrimental to Nido and its reputation and promptly instigate corrective plans.
  4. Manage any university partnership contracts and service level agreements ensuring compliance is always maintained.
  5. Ensure that the building and processes are compliant with UK housing regulations and all other relevant local and national legislation and regulations for all operational matters.
  6. Ensure that all statutory testing is carried out and recorded correctly.
Financial
  1. Assist the Head of Operations and Operations Director with budget setting and adherence of budget targets, occupancy commitments and cost plans.
  2. Input in the annual Operations budget process for the residence with the Head of Operations.
  3. Manage and report on the P&L of the site each month, minimising costs where possible.
  4. Implement cost management and revenue-generating initiatives to enhance operations where possible.
  5. Coordinate accurate and timely reporting on a weekly, monthly, and yearly basis.
  6. Administration of service charge costs and reconciliation of all service charges including all landlords’ areas.
  7. Responsible for the delivery of the annual service costs settlement statement to all residents.
  8. Ensure prompt collection of all sums due from residents and effectively manage all arrears and bad debt.
  9. Reconcile accounts against bank statements.
  10. To demonstrate an entrepreneurial approach to introduce new revenue streams.
Ideal Person Specification
  1. A proven track record of managing a building.
  2. Experience of managing budgets in excess of €100k.
  3. Experience of effectively leading and managing a team.
  4. Experience with local rental regulations.
  5. Excellent written and verbal communication skills.
  6. Excellent command of both spoken and written English.
  7. Ability to plan and prioritise.
  8. Strong attention to detail.
  9. Positive and enthusiastic attitude.
  10. Passionate about creating a customer-focused environment for residents.
  11. Flexible and adaptable to deal with various stakeholders and situations.
  12. Proactive nature and ability to work on own initiative and take responsibility for the business plan.
  13. Ability to work in a fast-paced environment.
  14. Excellent customer relationship skills.
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