Duty Manager - North London

PMR are seeking an experienced and enthusiastic Duty Manager for our client, an exciting provider of purpose-built student accommodation (PBSA), to assist with the management of one of their high-end schemes in London.

This role will involve collaboratively working with the Property Manager in delivering operational objectives in line with the company business plan, mission, vision and values. While supporting the Property Manager in delivering the budgeted operating cost target and revenue for the Property.

Responsibilities:

• Continuously improving excellent customer service and stakeholder experience by regularly seeking and acting on feedback
• Gain an understanding of property budgets, working with the Property Manager in monitoring external partners to drive down and control costs
• Undertake regular reviews of company standards to maintain core operating procedures and minimise Health and Safety risks
• Work closely with the Health & Safety Manager to gain a good understanding of key property responsibilities and the effective implementation of relevant processes
• Support the Sales team in achieving their targets; assisting with viewings to boost sales activity; role modelling and maintaining energy and commitment within the team to achieve success
• Support the Sales Operations Manager to take responsibility in supporting the development and adaptation of plans to successfully deliver against Sales targets
• Collaboratively support the Customer Communications Team to ensure all property team members help with the timely solution of resident queries/complaints

Customer & Stakeholder Management

• Consider impact on customers, people, organisation and budget when making decisions and ensure a balance is maintained across competing objectives and needs
• Analyse external trends and developments within the sector particularly in regard to local competitor activity and use this to inform decision making process
• Focus on delivering excellent customer and stakeholder experience, regularly seeking and acting on feedback
• Build and maintain networks and relationships with key external stakeholders and customers such as universities and students to understand their priorities and needs
• Support team members in complaint handling, coaching them to handle even complex complaints themselves to successful resolution
• Analyse customer satisfaction surveys and create and manage plans to address any highlighted issues

Develop & Manage Teams

• Support and help to successfully deliver against operational KPIs
• Support the planning and management of resource levels including the management of shift rotas and peak operational activity to successfully deliver excellent service and effectively control costs, in line with budget / targets
• Support the recruitment, coaching, training and development of all property team members

Knowledge, Skills & Experience:

Essential

• Experience of delivering results against sales targets
• Experience of managing the delivery of Objectives and Targets within a team
• Experience of establishing and developing relationships with external stakeholders
• Intermediate skills in the use of business operating systems including Microsoft Office
• Ability to work weekends and to be on call
• Ability to work across locations in London
• Live within reasonable travel distance to the property

Desirable

• Bi-lingual
• Experience in opening and launching new properties/hotels/business locations