General Manager

General ManagerManchesterFull-Time, PermanentWe have an exciting opportunity for an experienced, well presented, and dynamic General Manager to join our team at our flagship co-living accommodation – Square Gardens in Manchester City Centre. The scheme spans across 3 blocks totalling nearly 1900 beds, housing both professionals and students.You will be responsible for the execution of all day-today activities including building management, customer service and resident satisfaction, as well as supporting the business to achieve high occupancy and customer retention. A hands-on approach is essential to work alongside and manage the operational teams, sub-contractors and partners to maintain brand standards and the smooth running of this impressive flagship development.Downing are a family-owned, award-winning, leading developer, owner, and operator of bespoke, luxury student accommodation, residential and commercial properties across the UK. Operational for over 37 years, we deliver best-in-class developments, with over £2bn of developments successfully completed to date, and a further £1.6bn in the pipeline.Key Responsibilities:Service / CommercialSupport the business and lead the team to achieve 100% occupancy, including marketing, viewings, check in/out, inspections, tenancy management and welfare documentation.Promote and monitor resident engagement activities such as events and reviews.Support hospitality and resident service functions, ensuring 5* standards in communal areas and effective handling of complaints and welfare issues.Drive service standards using customer feedback to identify improvements and enhance the resident experience.Use best practice models to achieve 5* customer satisfaction through quality assurance and event planning.Maintain local competitor analysis and maximise income through renewals, extensions and other revenue opportunities.Drive the Net Promotor Scores (NPS) through key campaigns across all channels.Ensuring high resident satisfaction and retention. Oversee complaint resolution, complex customer issues and ensure feedback loops lead to continuous improvement.Manage social media and third-party content to support marketing and communications.Prepare and report on key KPIs including Health & Safety, debt management, income, occupancy and customer satisfaction.Support the Regional Manager and Head Office teams with operational tasks as required.Team ManagementLead the team to deliver excellent service to our residents.Support with hiring, onboarding, training and ongoing team development.Motivate the team to provide consistently high service standards and maintain a positive organisational culture.Ensure compliance with Health & Safety, data protection and current legislation.Ensure all systems are monitored (PMS, CAFM, access control, CRM, comms platforms) and are used fully, consistently and accurately.Facilities ManagementOversee resident-focused facilities and maintenance services, including health & safety, utilities, waste, security, cleaning and budgets.Ensure statutory inspection, testing and associated documentation are completed and compliant.Manage contractors and procurement for maintenance and facilities works, ensuring high standards and value.Oversee planned and preventative maintenance programmes, managing and resolving defects efficiently.Person Specification:Previous experience in a similar role within Build to Rent (BTR), Purpose Built Student Accommodation (PBSA) or Hospitality is essential.Experience managing in-house teams and external contractors.Strong understanding of building operations, health & safety, and statutory compliance.Passionate about delivering excellent customer service and exceeding expectations.Ability to influence, adapt and stay motivated in achieving resident satisfaction and sales targets.Professionally presented, confident, outgoing and detail focused.A strong team player with a hands-on approach, supporting colleagues when required.Proactive and able to use initiative to enhance the brand's reputation and drive profitability.Highly organised with strong problem-solving skills and the ability to work under pressure.Target-driven with excellent attention to detail, understanding the importance of deadlines and quality outcomes.Excellent verbal and written communication skills with proficiency in MS Office, Excel, PMS and CRM systems.Culturally aware with the ability to adapt communication style as needed.Local knowledge of the city, its people and culture is an advantage.Association of Residential Lettings Agents qualification (ARLA) qualification and knowledge of Institute of Residential Property Management (IRPM) and Landlord/Tenant legislation would be beneficial.Strong understanding of residential operations systems (PMS/CAFM/CRM/access control).Hours of Work:Monday to Friday 8am- 5pm, 9am – 6pm or 10am – 7pm on a rota'd shift basisWe require you to work 1 in 5 Saturday's 8am to 5pm on a rota'd shift basis, with hours given back in lieu the following week.Benefits:Competitive salary25 days holiday, plus bank holidaysPaid overtimePension schemeLife Assurance coverEmployee Assistance Scheme