Assistant Halls Manager in Glasgow

Assistant Halls of Residence Manager

Glasgow

Full-Time

Permanent

Downing is an award-winning leading developer, owner and operator of bespoke, luxury student accommodation, residential and commercial property across the UK. We have been operating for over 30 years and currently have 13 operational student accommodation schemes in 9 major cities, with additional impressive projects currently under construction.

We are looking for an Assistant Halls of Residence Manager to join our team responsible for the operational activities within our two schemes in Glasgow totalling 1011 bedrooms.

As Assistant Halls of Residence Manager, you will be responsible for delivering the best possible customer experience for our customers and increase satisfaction.

You will organise and oversee the effective delivery of customer service through the front of house reception, ensuring the highest level of customer service is provided. You will strive to meet and exceed our customer expectations.

Key Purpose of the Role

• Assist the Halls Manager in the day-to-day management and maintenance of the buildings including en-suite study-bedrooms
• Ensure maximum occupancy of the residence and implement effective and efficient management policies, practices and procedures to ensure the residents receive a high quality service
• Ensure that all performance targets and improvement plans for the site are achieved with a focus on continuous improvement & value for money
• Ensure the building is managed and maintained in accordance with Downing Students policies and procedures
• Assist in producing all reports relevant for the management of the site to include lettings, rent collection, maintenance and incident reporting
• Provide assistance out of hours as required

To assist in the management of the student letting cycle

• Undertake accompanied property viewings
• Contribute to achieving all monthly lettings targets to ensure the site is 100% let year on year
• Liaise with Head Office with regard to the issue and return of tenancy agreements
• Collect rents and chase arrears in accordance with company policy & procedures
• Assist in planning the availability and viewing of all rooms to let
• Maximize non-core income e.g. promoting extensions, summer schools, and vending

To ensure we provide the best possible service to all customers including students, staff and visitors

• Manage all student complaints in a professional and confidential manner
• Have regard for Student Welfare and liaise with the appropriate welfare professionals as required
• Maintain a focus on delivering services within agreed budgetary & resource parameters
• Host periodic student events to enhance student satisfaction

Essential Candidate qualities

• Smartly presented with first class customer service skills
• Excellent written and verbal communication skills
• A proven commercial experience of working within the student/university halls accommodation or hotel sector
• You should be passionate about ensuring our residents receive only the highest quality service and have the communication skills to encourage this in others
• You will be innovative in your approach and be able to implement initiatives to improve performance and ensure excellent customer service
• To be dynamic and 100% customer service & service delivery focused
• Experience in a sales environment and the ability to negotiate sales face to face, via phone or via email
• To be self-motivated, well organised and excel under pressure
• Experience in building relationships and meeting KPI’s
• Experience of supervising/supporting other team members

Hours of Work

• 40 hours per week
• 8am – 5pm / 9am – 6pm Monday – Friday on a rota’d basis
• 1 in 4 Saturdays on a rota’d basis but time will be given back in lieu the following week
• Overtime may be required during busy periods

Benefits

• Competitive Salary
• 25 days annual leave + bank holidays
• Paid Overtime
• Company Pension
• Life Cover
• Employee Assistant Program