Cluster General Manager

At Livensa, we are on an ambitious journey to become Europe's leading Purpose-Built Student Accommodation (PBSA) provider. With ambitious growth targets, a strong existing and well-advanced expansion plans into key markets such as Germany and Italy, we are building a world-class team to support our growth.

KEY ACCOUNTABILITIES:

SAFETY & WELFARE

• Top of your agendaat all times;practice an unrelenting approach to safety and welfare by adherence to any and all safetypolicies and processes in our organisation.
• Develop an understanding withinyour respective property for all statutory and legal accountabilities we hold; furthermore, ensure that your teams understand why we perform such duties and encourage an environment where safety and welfare is never overlooked.
• Create an environment whereby all team members feel confident and comfortable in raising any concerns aboutour properties or our practices.
• Responsible for the completion of any and all Health & Safety routine checks and Planned Preventative Maintenance schedules.

CUSTOMERS

• Champion always, the needs of our customers, leading by example and demonstrating a personal desire for high levels of service in all interactions.
• Manage the provision of a service in your property that is constantlypursuing customer retention andrecommendation.
• Represent the voice of the customer at all levels in the business, ensuring that the decisions you make are done so with the customer at the forefront.
• Know your customer – ensure you lead by example in getting to know each of your customers; learning about their life at University, the courses theystudy, how theywant events to be run inthe property and maintain a solid database of these findings.
• Deliver an excellent social calendar in your property throughout the year, making sure our efforts are spread consistently throughout a customer's entire timewith us.
• Take regular time to understand the shifting shape of the University landscape in your city, the demographic of customers it serves and develop and showcase a strongunderstanding of whatlife is like for our
• customers.

PEOPLE

• Working with the People policies and practices of our company, takeresponsibility for the end to end journey of people in our business; from the recruitment of new team members, through their development, to their departure from our business, as a direct line manager or in support of others in theteam.
• Recruit, develop and lead exceptional team members, who conduct themselves consistently, fairly and are respected by their peers and colleagues.
• Ensure every employee within your team has a consistent and effective induction to the business, giving everyone a platform to succeed.
• Set clear objectives for your teams, aligned to the business plan and ensure a routine is in place to regularly review performance and behaviours for each teammember.

LEASING

• Responsible for the successful lease-up of yourproperty.
• Accountable for delivering on a solid customer retention and recommendation performance in the property
• Assess the rebooking eligibility in your property on a routine basis, to ensure you and your team are clear on the potential retention you can achieve.
• Process and manage any and all booking administration efficiently andwith care and attention to detail, in particular ensuring the data of our customers is treated with the utmost respect at alltimes.
• Develop a solid understanding of the local University picture, competitorsand where your assets rank relative to the comp set.
• Be expert in your knowledge of the leasing performance of your property;attending the routine calls/meetings well prepared to discuss performance.
• Be agile and quick to respond to the shift in leasing performance, seekingsupport or approval as necessary for any changes to marketing strategy of customer offer. Trust that we know those on the ground are often best placed to make decisions about their markets.
• Encourage and reward the input and ideas of your team to develop theleasing plan for your markets.
• Ensure every member of your team, regardless of their discipline understands how their role contributes to the leasing performance of yourproperty.
• Develop strong, meaningful relationships with institutions in your cities; in particular, the Accommodation Office, International Office, different relevant Faculties for your property.
• Ensure your teams are compliant with all data protection requirements as it relates to customer data and that the fundamentals of Tenancy law are
• understood by you and your teams and that handling of customers is done within the legislative requirements.

FINANCE

• Accountability for the financial performance of the property, conducting monthly reviews of P&L performance and being prepared to narrate on the variances
• Procure goods and services in line with the policies and procedures of thebusiness
• Alongside your line manager, be capable of input to the annual budget setting process and routine reforecasting, based on a sound knowledge of theactivity at your property
• Identify and sharecost effective opportunities

PROPERTY

• Ensure, with your team, that the physical appearance of properties is ofthe highest standard.
• Walk your property on a daily basis, as a minimum and ensure issues are resolved swiftly and to a highstandard.
• Manage the Maintenance and Housekeeping services in your property ensuring they understand their obligations aroundHealth & Safety
• Operate a routine inspection and audit processes across your property and resolveissues swiftly
• Ensure customer maintenance requests are being addressed in line withor ahead of agreed service levels.
• Conduct a Management check of every room aheadof new arrivals.
• Ensure the summer turnaround is conducted per the agreed process, in line with the property budget and to a standard that ensures clean, functional roomsare presented to every customer

PERSON SPECIFICATION

WHAT YOU'VE DONE BEFORE

• Worked in a customer-facing business, offering goods and/orservices
• Experience workingin residential realestate ideal, but not essential
• Management or supervision of others on a regular, routine basis
• Accountability forfinancial performance in one or more previous roles

WHAT YOU'RE GOOD AT/KNOWN FOR

• Building and sustaining high-quality relationships with your people, customers, clients and colleagues Commercially savvy
• Inclusive of others, non-judgmental, fair
• Presence and credibility to work with a wide range of groups and individuals
• Highly organised, on time,well-presented