Senior Residence Operations Manager

1 day ago


Lancaster, Lancashire, United Kingdom Nido Living Full time
Company Overview

Nido Living is a leading real estate investment and operating platform focused on purpose-built student accommodation (PBSA) in the UK and Europe.

We are committed to delivering exceptional customer experiences through our communities, which prioritize resident wellbeing and safety. Our teams are dedicated to making Nido stand out by focusing on resident satisfaction and winning awards.

Our portfolio currently spans multiple cities across Ireland, Spain, Portugal, Denmark, and the Netherlands, with further developments underway in the UK and Europe. We offer a unique opportunity for an ambitious individual to join us on our growth journey.

Job Description

This exciting role reports directly to the Head of Operations and involves overseeing the operational performance and management of our residence. Key responsibilities include liaising with central teams at Head Office, asset management, and building relationships with residents, universities, contractors, suppliers, agencies, and other stakeholders.

The successful candidate will lead their team to deliver on the operational plan for their residence, as approved within the annual budget. They must ensure that their residence meets Nido's high brand standards.

Responsibilities
  • Day-to-day management of the residence team, including Resident Ambassadors, agency Team, and contractors working within the building, supporting their learning and development.
  • Promote a 'residents first' culture and ensure their expectations are met.
  • Ensure that the customer service level of the residence team remains high and the agreed service level agreement is followed.
  • 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.
  • Ensure team knowledge of competition and latest marketing trends in the UK student housing sector.
  • Assist the Systems team with the management of the property management system, ensuring all data entered by the team is correct and viable.
  • Provide out-of-hours support to the residence as required, to ensure that issues are escalated according to procedure.
  • Deliver on customer satisfaction targets.
  • Manage on-site maintenance operations, including planned preventative and reactive maintenance.
  • Manage housekeeping operations to ensure that the site always remains presentable.
  • Implement and ensure that Nido Standard Operating Procedures are adhered to by on-site team and residents.
  • Introduce Nido events program with support from central marketing team and resident ambassadors.
  • Provide relevant housing allowance information and procedures associated with UK housing regulations.
  • Fully understand UK housing tenancy law, including long-term and short-term contracts.
  • Assist the Head of Operations with residence mobilization tasks and procedures.
  • Ensure all check-in and check-out procedures are followed as per UK housing regulations.
Requirements
  • A proven track record of managing a building.
  • Experience managing budgets in excess of €100k.
  • Experience effectively leading and managing a team.
  • Experience with local rental regulations.
  • Excellent written and verbal communication skills.
  • Excellent command of both spoken and written English.
  • Ability to plan and prioritize.
  • Strong attention to detail.
  • Positive and enthusiastic attitude.
  • Passionate about creating a customer-focused environment for residents.
  • Flexible and adaptable to deal with various stakeholders and situations.
  • Proactive nature and ability to work on own initiative and take responsibility for the business plan.
  • Ability to work in a fast-paced environment.
  • Excellent customer relationship skills.
Benefits

Nido Living offers a competitive salary range of £55,000 - £65,000 per annum, depending on experience. Benefits include access to professional development opportunities, a pension scheme, and flexible working arrangements.

Location

This role is based in the UK, with frequent travel required to meet stakeholders and participate in company-wide initiatives.



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