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Head of Operations
3 months ago
Prime Student Living are look to recruit an experienced Head of Operations to join the team
You'll be a natural leader who can inspire and develop high performing teams to deliver exceptional customer service and operational excellence to ensure commercial targets and business strategic goals are achieved.
**Role Holder Profile**:Confident, enthusiastic, influential leader with P&L responsibility and multi-site management experience in a customer-led hospitality service industry delivering proven business results.
**A Little About Us**
Prime Student Living is a forward-thinking leader in the PBSA (Purpose Built Student Accommodation) market. We operate and manage high quality student accommodation buildings across the UK on behalf of the building owners who are our clients. Our strategic goal is to grow from 1,000 beds under management to over 5,000 over the next 5 years by wining new management contracts each year.
We are dedicated to achieving full occupancy across all the properties we manage and driving high rental growth with low operating costs to maximise client returns. We do this by having focus on the numbers, and having exceptional customer experience at the centre of everything we do.
Having won the Global Student Living award for “Best Booking Experience” in 2023 and “Best Value for Money” in 2022 by votes from over 65,000 students each year and achieved Global Student Living Gold Certified Operator status in 2023, we punch well above our weight and perform above industry sector standard, constantly striving to deliver exceptional customer satisfaction.
**Role Overview**:
The Head of Operations will take a strategic lead across the entire business that will guide our property teams in delivering superior customer service; through leadership and development of top talent, strong property commercial acumen and trusted stakeholder engagement. In addition to the smooth day-to-day operational management of the buildings, ensuring health, safety and regulatory compliance, the role takes full responsibility for the commercial and financial performance of the properties, ensuring that full occupancy is achieved across the portfolio, property P&Ls and budgets are well managed and controlled and that debt is kept to a minimum. Overall, the role requires the Head of Operations to be responsible for our people, customers and clients as well as our buildings.
**Key Responsibilities**:
- Regular review and monitoring of customer profile to retain a true understanding of our customers’ needs which will be different for each property.
- Develop a customer-centric approach, responding to changing customer demands at different times in the academic year on service delivery.
- Champion the needs of the customer, using research insights to develop property and location-specific service delivery, with a focus on customer-retention.
- Monitor the quality of the service we provide to our customers (via customer satisfaction surveys such as GSLI), ensuring continuous improvements are identified to strive towards excellent customer experience which is both commercially effective and compliant with H&S and contractual agreements.
- Support the property teams to deliver well attended engaging resident events in accordance with the marketing calendar and identify opportunities for improvements.
- To be an inspirational leader to manage, motivate and support the operations team across the different sites.
- Leading the team with focus on driving an efficient operating model against clear KPI measures; providing coaching and development through regular 121 review meetings and collective team meetings to establish a customer first approach and high performing property teams.
- Fostering an environment of inter-team support and sharing best practice.
- Lead and manage the planning of resource levels across the business including management of shift rotas and peak activity demand to adequately deliver the required operational support across the portfolio.
- Recruitment of the best talent that enables the achievement of our strategic objectives.
- Ensuring our teams deliver a brand experience in line with the marketing strategy.
**What you'll do for our clients**:
- Build strong relationships with building owners (‘clients’) to deliver on their business requirements, success factors and investment return targets.
- Working collaboratively with the finance, marketing and operational teams to ensure all business updates, reports and MI are delivered to clients within the agreed timescales,.
- Provide feedback on property performance and use operational insight to propose potential opportunities for improvements to maximise performance.
- Executing strategies to ensure performance of business KPI’s.
**Culture**:
- Promote a culture of health and safety within the business, ensuring at all times, the operational activities are compliant with organisational requirements for health and safety, quality ma
