City Manager

Key Duties & Responsibilities

1. Office Administration

• Manage the administration, housekeeping, maintenance, and security teams. This includes setting out their tasks and responsibilities and preparing working rotas as necessary.
• Maintain a close relationship with other Student Castle/ Capitol Students sites management teams, suppliers, and business partners.
• Develop, review and update office documents as necessary.
• Manage staff holidays and sickness logs.
• Manage timesheets and ensure correct hours are submitted to payroll.
• Respond to student requests and queries on generic site email address.
• Oversee financial administration procedures such as invoices, banking reconciliations, expenses and petty cash.
• Ensure that student’s rent is paid on time and follow the credit control procedures for any rent arrears.
• Ensure that spending and revenue meets budgetary targets.
• Hold regular team meetings to ensure staff are updated on any changes to company policies and procedures.
• Manage any nomination agreements that are in place.

2. Customer Care and Pastoral Support

• Provide front desk, telephone and written support to customers and stakeholders in line with Student Castle company policy.
• Provide support, signposting and advice to customers to assist them in dealing with student life e.g. mental health, financial advice, learning support, university life
• Take disciplinary action against students who breach their Licence Agreement and Acceptable Behaviour Policy
• Organise social events with student input.
• Monitor social media and regularly update all social media streams.
• Hold regular meetings with a target group of students to gain feedback and highlight possible areas of improvement or change.

3. Business Development

• Arrange and perform sales viewings for prospective customers.
• Promote the business at university open days.
• Utilise online materials and social media to promote the Capitol Students and Student Castle brand.
• Develop and implement new marketing strategies.
• Build and maintain close relationships with universities and other educational establishments.

4. Facilities Management Support

• Log and inform facilities team of maintenance issues.
• Manage and utilise property maintenance software in order to ensure compliance across all servicing and Health and Safety aspects.
• Liaise with contractors for maintenance issues unable to be dealt with in house.
• Advise students of works to be carried out and access to rooms being required.
• Ensure servicing and maintenance records are kept up to date.
• Manage service contracts to ensure all plant equipment, safety equipment, fire safety systems are maintained according to statutory requirements.
• Work with FM team to explore new options for maintenance and service partners.

5. Other Duties

• Assist with ad hoc requests as necessary for business needs, especially at peak times such as student move in and move out weekends.
• Perform and document regular inspections of student flats.
• Manage summer deep clean and maintenance programme of works.
• Recruit new staff members to all departments as necessary.
• Organise any on site training needed for staff as well as keeping training records up to date and ensure staff complete training within the set timelines.

Person Specification

• Essential

• HND or above in a relevant management field

• Effective communicator

• Competent user of Microsoft Office, purchasing systems and knowledge of Accommodation Sector booking systems

• Ability to confidently deal with customer complaints in a professional manner

• Accurate when completing financial tasks and reconciliations

• PBSA and / or University Accommodation Sector Experience

• Understanding of (HMO), Housing of Multiple Occupancy legislation

• Contributing to successful sales cycles

• Competent user of CCTV

• Knowledge of PPM schedule and building fabric

• PBSA and / or University Accommodation Management experience

• Experience/Knowledge of: staff appraisal, staff supervision & team management

• Sales and Allocations experience

• Understanding of mental health within the sector

• Ability to work autonomously and as part of a large team

• People management skillset

• Ability to plan effectively and problem solve

• Reliable, confident, assertive and diplomatic.