Operations Support Manager Job at 360 Resourcing Solutions (London)

Job Description

Join Homes for Students, the UK's leading independent provider of Student Accommodation, and become an Operations Support Manager in London. This exciting opportunity offers 40 hours per week, providing you with a dynamic and rewarding work experience. As the Operations Support Manager, your role is to support an Operations Manager to drive their General Managers towards operational excellence within our properties. Your focus lies in achieving key performance indicators (KPIs), ensuring an exceptional customer experience, and maintaining excellent health and safety standards.

Job Responsibility

Support the Operations Manager with their team of General Managers in London
Manage KPI performance through strong leadership, fostering a culture of accountability and ownership
Oversee standards across properties through planned visits, audits, coaching, and performance verification reviews (PVRs)
Ensure daily checks, safe working practices, and high standards are consistently upheld
Drive a culture of continuous improvement, coaching, training, and development for outstanding resident experiences
Influence sales performance, rebooking, and summer business to maintain high levels of satisfaction
Handle customer satisfaction issues and act as an escalation point for complaints
Support the Operations Manager in building and maintaining client relationships, working flexibly to their needs
Support the team with day-to-day queries
Manage health and safety processes, including audits, Fire Risk Assessments, and day-to-day monitoring
Implement and monitor property-based processes, including rent collection, debt management, room inspections, and financial process management
Lead and organise summer turnaround cleaning and maintenance processes, ensuring exceptional check-in experiences
Review competency levels and training requirements within the team, raising performance through coaching and feedback
Mobilise new build or takeover properties as required
Support property management in the absence of a General Manager
Recruit, induct, and train new General Managers, providing ongoing coaching and support
Take ownership of resolving and supporting incidents, including those occurring outside regular hours
Lead the narrative around ESG across aligned properties and support related initiatives
Ensure compliance with ANUK requirements, supporting visits, audits, and assessments
Liaise with regulatory authorities as required, including HSE, Local Authorities, Environment Agency, and Fire and Rescue Services in conjunction with the Central H&S Team

Requirements

Leadership: Exhibit strong leadership skills with the ability to lead, motivate, and manage a team effectively
Performance Management: Demonstrate a track record of effectively managing KPIs and driving positive outcomes through supportive and inspiring leadership
Problem Solving: Showcase a proactive approach to problem-solving, addressing challenges in day-to-day operations, health and safety, and compliance
Process Improvement: Have experience in implementing and driving continuous improvement initiatives in areas such as facilities management, health and safety, and operational processes
Communication: Possess excellent communication skills, including the ability to conduct regular 1-1s, communicate expectations, and foster a culture of open and constructive dialogue
Team Collaboration: Foster a collaborative team environment, supporting colleagues and creating a culture of accountability, ownership, and inclusion
Financial Acumen: Demonstrate financial management skills, including budget creation, variance analysis, and the ability to identify areas for improvement
Regulatory Compliance: Possess a strong understanding of and experience in maintaining compliance with relevant regulations, including ANUK requirements, health and safety standards, and other legal obligations
Project Management: Show the ability to manage projects such as property mobilisation, summer turnaround processes, and new build or takeover property initiatives
Emergency Response: Display the capability to take ownership of and effectively manage incidents, including those occurring outside regular working hours
Environmental, Social, and Governance (ESG): Have a clear understanding of ESG principles and the ability to lead initiatives and messaging around ESG within the properties

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Operations Support Manager

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