Downing Newcastle Upon Tyne, England, United Kingdom
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 35 years and currently have 14 operational student accommodation schemes in 10 major cities, with additional impressive projects currently under construction.
We have an exciting opportunity for an Assistant Residence Manager to join our talented Newcastle team. You will be responsible for the operational activities across two of our impressive sites, totalling to just under 1,000 luxury beds. This position requires a hands-on approach to work alongside, and manage, our in-house team in order to ensure an overall successful service for our tenants.
As Assistant Residence Manager, you will be responsible for delivering the best possible customer experience for our customers and increase satisfaction.
Key Purpose of the Role
* Assist the Residence 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
* 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
* 25 days annual leave + bank holidays
* Paid Overtime
* Company Pension
* Life Cover
* Employee Assistant Program
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Management and Customer Service
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