Assistant Residence Manager

JR United Kingdom; Newcastle upon Tyne; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in luxury student accommodation is seeking an Assistant Residence Manager to enhance tenant satisfaction and operational efficiency. This role involves managing customer service, ensuring high occupancy rates, and overseeing the delivery of exceptional service across two impressive sites. The ideal candidate will possess strong communication and organizational skills, with a passion for delivering high-quality service. Join a dynamic team dedicated to creating a welcoming environment for students, where your contributions will make a significant impact on their living experience.

Qualifications

• Experience in managing customer service in accommodation settings.
• Strong communication and sales skills to enhance tenant satisfaction.

Responsibilities

• Assist in managing operational activities across two sites.
• Ensure high occupancy rates and customer satisfaction.
• Handle student complaints and coordinate events.

Skills

Customer Service Skills

Communication Skills

Sales Experience

Team Management

Organizational Skills

Education

Experience in Student Accommodation

Experience in Hotel Sector

Job description

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Assistant Residence Manager, Newcastle-upon-Tyne, Tyne and Wear

Client:

Downing

Location:

Newcastle-upon-Tyne, Tyne and Wear, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

3

Posted:

24.04.2025

Expiry Date:

08.06.2025

Job Description:

Newcastle upon Tyne

Full-Time

Permanent

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, totaling just under 1,000 luxury beds. This position requires a hands-on approach to work alongside, and manage, our in-house team to ensure an overall successful service for our tenants.

As Assistant Residence Manager, you will be responsible for delivering the best possible customer experience and increasing satisfaction.

You will organize and oversee the effective delivery of customer service through the front of house reception, ensuring the highest level of customer service is provided. You will strive to meet and exceed our customer expectations.

Key Purpose of the Role

• Assist the Residence Manager in the management and maintenance of the buildings, including en-suite study-bedrooms
• Ensure maximum occupancy of the residence and implement effective management policies to ensure high-quality service
• Achieve performance targets and improvement plans focusing on continuous improvement & value for money
• Manage and maintain the building in accordance with Downing Students policies and procedures
• Assist in producing reports related to lettings, rent collection, maintenance, and incidents
• Provide assistance out of hours as required

Student Letting Cycle Management

• Undertake accompanied property viewings
• Contribute to achieving monthly lettings targets to ensure 100% occupancy
• Liaise with Head Office regarding tenancy agreements
• Collect rents and chase arrears following company policies
• Assist in planning room availability and viewings
• Maximize non-core income through promotions and vending

Customer Service and Satisfaction

• Manage student complaints professionally and confidentially
• Coordinate with welfare professionals as needed
• Deliver services within budget and resource parameters
• Host student events to enhance satisfaction
• Maintain first-class customer service skills and professional presentation
• Possess excellent communication skills
• Have experience in student/university accommodation or hotel sectors
• Be passionate about high-quality service and team communication
• Be innovative and proactive in performance improvement initiatives
• Be dynamic and focused on customer service and delivery
• Have sales experience and negotiation skills
• Be self-motivated, organized, and able to work under pressure
• Have experience in building relationships and meeting KPIs
• Support and supervise team members

Hours of Work:

• 40 hours per week
• 8am – 5pm / 9am – 6pm Monday – Friday on a rota basis
• 1 in 4 Saturdays on a rota basis, with time off in lieu
• Overtime may be required during busy periods