Assistant Operations Manager - PBSA

You have responsibility for the daily management of the Residence under the direction of the Operations Manager and via the Company's monitoring procedures. You will be responsible for ensuring a high standard of customer service and administration is provided at all times in order to maintain operational standards and to maximise revenue generation.
A main focus of the role is ensuring that the residence runs efficiently and cost effectively in line with company policies and procedures. Financial management is a main focus of the role with responsibility, in conjunction with the Operations Manager, for the daily management of budgets and cost control.
The close working relationship with the Operations Manager and the local team is critical to the success of this role and the Residence. It is essential that you have the ability to work on your own as well as part a team and can communicate effectively at all levels.
The role is a hands-on position which will require you to be able to balance the serious aspects of the role while providing a social and fun atmosphere to create a community where students want to live and work

Business Development
* Actively support the Operations Manager in leading the business and revenue generating opportunities by working with the Operations Manager, as required, to:
o complete sales viewings;
o manage the student renewal and expansion process; and
o instigate and/or wholly participate in promotional & marketing activities.
Customer Care
* Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers' expectations and service levels, and in line with the National Code of Standards and company own procedures.
* Engaging with residents to help provide a 'home-from-home' experience.
* Be fully conversant with the residences' Mental Health awareness protocols; be able to direct students to specialist resources and be able to deal with emergency situations if they arise.
Daily Management
* Daily management of the residence to the high standards by interpreting and implementing policies and procedures.
* Ensure daily night services log has been checked and any appropriate action required has been taken or escalated to the Operations Manager.
Maintaining Management Standards
* Assist with the operation of the residence and deputise in the Operations Manager's absence.
* Implementation of (and ensuring the residence's adherence to) the Company's systems and processes for monitoring standards and audits within the residence.
Financial Management
* Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions to collect outstanding debt in line with policies and procedures.
* Use of StuRents, to input financial information and to extract important financial information.
* Ensure billing is completed in line with company procedures.
* Maintain full and up-to-date knowledge of the Company's cash-handling procedures and ensure all relevant staff are competent in the appropriate handling of cash within the residence.
* Transaction management through full and correct receipting and use of all financial and booking systems.
Health & Safety
* Follow policies and procedures dictated by current H&S legislation.
* Along with the Operations Manager ensure that health and safety checks are completed including fire alarm testing, emergency light testing, monthly checks, emergency equipment and emergency evacuation practices.
Maintenance, Cleaning & Visual Standards
* Ensure reactive maintenance work is carried out promptly and in line with the national Code of Standards. Planned maintenance is carried out in line with residence requirements .
* Liaise with maintenance technician and contractors to ensure works are carried out correctly and to a high standard whilst ensuring compliance to health and safety and company regulations and procedures.
* Ensure all legislative requirements for cleaning and maintenance are met through implementation of company policies and operating practices.
* Ensure that a high visual standard is maintained to ensure brand compliance and a high standard of presentation is maintained throughout the residence.
Reporting, Audits and Compliance
* Assist Operations Manager with month-end reports in line with company procedures.
* Keep OM fully updated with pertinent issues, requesting involvement where necessary/appropriate.
* Ensure compliance in all areas by keeping up to date records in line with company policy.
* Liaise with maintenance contractors to ensure works are carried out correctly and to a high standard whilst ensuring compliance to health and safety and company regulations and procedures.
Team Management and Training
* Assist the OM with the management of the housekeeping and maintenance team in all aspects from recruitment, performance management, communication, employee relations and off-boarding within the guidelines defined by HR policy in line with employment legislation.
* Manage holiday and lieu requests for housekeeping and maintenance team, ensuring adequate cover for the residence at all times and ensure Breathe HR is updated on a regular basis. Manage leave to ensure that minimal amounts (if any) require to be carried forward to the following calendar year.
* Assist the OM with the management of poor performance and absence management in line with company procedures and guidelines.
* Ensure mandatory training is undertaken by housekeeping and maintenance team, ensuring that these team members have the appropriate skills in order to effectively carry out their job role.
* Provide and recommend training and development as part of the performance appraisal system.