Assistant Residence Manager

Yugo; Birmingham; On-site; GBP 30,000 - 37,000; Full time

Job summary

Yugo is hiring an Assistant Residence Manager in Birmingham to lead a team and ensure excellent student living experiences across our spaces. You will manage the operational calendar, handle student accounts and site safety, and drive occupancy targets with proactive service and strong relationships with universities.

Role involves overseeing daily operations, mentoring junior staff, and ensuring smooth continuity when the Residence Manager is away.

Qualifications

• 5 years of experience supervising a team, preferably in front office, PBSA or hospitality.
• Strong sales and negotiation skills.
• Operations experience managing day-to-day operations and suppliers.
• Resilience and adaptability with diverse cultural awareness.
• Excellent English communication skills.

Responsibilities

• Support the management of our spaces ensuring the smooth running of the operational calendar and student lifecycle from arrival, departure, and summer turnover.
• Lead, mentor and guide junior team members to ensure high standards of service.
• Oversee health & safety inspections and review hazards to ensure safe working practices.
• Manage incident response in absence of Residence Manager and ensure maintenance issues are resolved.
• Process bookings, check-ins/outs, arrears, payments and university nominations agreements.

Skills

Team leadership

Sales & negotiation

Operations management

English communication

Customer service

Tools

CRM software

Reservations software

Job description

Assistant Residence Manager

• Location: Crown Place, Birmingham
• Working Period: Full time
• Reports to: Residence Manager
• Salary: £33,475

Key Objectives of the Role

Yugo is the trusted name for student housing, globally. Every day we connect young people to opportunities and students to amazing spaces. Here at Yugo, we like to do things differently. It's about people, planet, and passion.

Our Assistant Residence Managers are part of a team of awesome Yugoers across the globe, who will support you to ensure we are consistent in the service we provide to our students. #Futureshapers who want to positively influence and shape the lives of others students and Yugoers.

Ensuring that we delivering the best possible experience for our students supporting them to live their best life while driving occupancy in our spaces. This role requires a hands‑on approach to work, ensuring we deliver a cost-effective facilities and maintenance services. While being responsible when the Residence Manager is not on the property, ensuring all aspects of the residence continue running smoothly.

Key Responsibilities

1. Support Managing our Spaces

• Support the management of our spaces ensuring the smooth running of the operational calendar and student lifecycle from arrival, departure, and summer turn around.
• Use your upbeat, open minded and outgoing personality to lead, mentor and guide our junior team members.
• Overseeing the regular health & safety inspections ensuring students and Yugoers remain safe, reviewing hazards and risks and ensuring safe working practices are followed.
• Manage incident response in the absence of Resident Manager ensuring high standards of overall property presentation through inspections, working with the facilities team to ensure maintenance‑related issues are resolved.
• Ensure all administration duties are completed, including the processing of bookings, check in / out, early leavers, no shows, debt chasing, raising and receipting of purchase orders, student payment plans and room moves, arrears issues and any University nominations agreements.
• Manage Student Accounts and Arrears Performance. Take ownership of the residence arrears process and debt management strategy.
• Monitor student accounts to ensure payments are received in accordance with tenancy agreements.
• Act as the Responsible Person for water hygiene, ensuring safe management and compliance of site water systems, assisting in arranging any remedial actions or water testing required following Legionella Risk Assessments, and ensuring the site remains compliant with the Yugo Water Hygiene Management Plan

2. Support the sales cycle and delivering on Income Targets

• Contribute to achieving all sales targets to ensure occupancy targets are met or exceeded.
• Drive sales conversions through responsive, proactive follow‑up to queries and excellent customer service; own the arrears management process, ensuring team members are focused on reducing debt to a minimum.
• Support in delivery of all KPIs of that space, including the delivery of income targets in accordance with sales process and standards; regularly monitor performance and report any issues to the residence manager.
• Maintain and develop relationships with key players at the local universities, education organizations and any other key stakeholders–in order to build stronger referral networks and potentially secure future business.

3. Drive Student Experience

• Take pride in what you do and own it. Ensure that our students live their best life, so that we exceed their expectations and they re‑book or refer us to others.
• Manage ‘the good’ and turn around the ‘not so good’ - meaning handle complaints and offer excellent student experience.
• Lead engagement activities with our students; monitor their feedback and deliver action plans and recommendations to ensure their best experience.
• Acting responsible towards others and the planet. Making sure to deliver on our three Pillars to ensure our students live their best life:
  • YugoEco. Represents our total commitment to creating a better world for all and a sustainable environment for our students and teams.
  • YuPro. Education around life and how to prepare them for the professional world. We commit to educate ourselves on climate change, we can only make a REAL difference together
  • YuGrow. Addressing our students holistic needs. We commit to improve our student’s safety, physical and emotional comfort and take tangible action to make a difference in the world.

4. Support our Team of Yugoers

• Support the residence manager in leading the junior team members and assist with recruitment and development activities.
• Ensure that boundaries are there to be challenged and encourage a bias for action attitude to the rest of the team.
• Support creating a great work environment through that encourage participation and teamwork as well as follow up and clarify objectives of the team, aligned to the business plan and the delivery of KPIs.
• Support with key initiatives from support functions including Sales, Marketing, Data and Analytics, Systems, HR and Finance.

Key Performance Indicators – Revenue

• 20% - NOI target Monthly, YTD, against budget
• 15% - GOI target Monthly, YTD, against budget
• 15% - Debt target Monthly, YTD, against budget

Key Performance Indicators - People

• Attrition
  • HRIS – monthly
  • Less than 3% of new employees leaving within 90 days
• 10% Engagement
  • 90% participation rate in annual engagement survey per team
  • Survey score from Mercer – annual
• 15% - Performance Reviews Completion – annually
  • HRIS – annually

What else?

This job description serves as a guideline, this list of responsibilities is not intended to be exhaustive and other requests commensurate with the role may be made of you from time-to-time. This role also requires a degree of flexibility in terms of days and hours worked. There may be occasional weekend and evening work, particularly during busy periods.

Key Skills & Capabilities

• Dynamic. Able to ensure students have the best experience and confident in dealing with a range of support requirements and issues. With great communications skills in both written and oral English.
• Proactive and organized– Have a bias for action, anticipates, and responds timely to students and fellow Yugoers needs.
• Managing resources –Supervise, coordinates and manages internal and external resources to accomplish goals.
• Interpersonal skills–Drives sales experience and has a great ability to negotiate.
• Administrative Skills – Computer literate with strong application of Microsoft programs Outlook, Excel, Word and PowerPoint.

Experience and Knowledge

Essential:

• 5 Years of supervising a team of people preferably in front office, PBSA or hospitality fields.
• Great sales and negotiation skills being able to develop and track sales and markeing campaigns.
• Operations experience, being able to oversight the day to day operations of a team and deal with suppliers and third party companies.
• Resilience and adaptability, as well as a great cultural diversity awareness.

Desirable:

• Experience managing teams or change.
• Previous experience in CRM and Reservations software.
• Financial awareness, have manage and understand P&L and Budgets.

The Yugo team is a force for good, our mission is to harness this passion to deliver an extraordinary living experience that supports the transition to and from student life.