General Manager

Downing; Manchester; On-site; GBP 150,000 - 200,000; Full time

Job summary

A leading accommodation provider in Manchester is seeking an experienced General Manager for their flagship site. You will oversee all operational activities, ensuring high occupancy and exceptional resident satisfaction. Ideal candidates will have experience in hospitality or accommodation management, strong leadership skills, and a passion for customer service. This role offers a comprehensive benefits package and the chance to be part of a significant expansion.

Benefits

25 days holiday

Life assurance cover

Mental health support

Company pension contribution

Qualifications

• Previous experience in Build to Rent, Purpose Built Student Accommodation, or Hospitality.
• Experience managing teams and contractors.
• Proficient in communication and customer service.
• Understanding of health & safety and statutory compliance.

Responsibilities

• Manage day-to-day activities and team performance.
• Achieve occupancy targets and ensure resident satisfaction.
• Oversee facilities management and compliance.
• Lead resident engagement and service standards.

Skills

Customer service

Team leadership

Building operations

Problem-solving

Communication

Marketing

Compliance knowledge

Education

Association of Residential Lettings Agents qualification (ARLA)

Tools

PMS systems

CRM systems

MS Office

Job description

We have an exciting opportunity for an experienced, well presented, and dynamic General Manager to join our team at our flagship co‑living accommodation – Square Gardens in Manchester City Centre. The scheme spans across 3 blocks totalling nearly 1900 beds, housing both professionals and students.

You will be responsible for the execution of all day‑to‑day activities including building management, customer service and resident satisfaction, as well as supporting the business to achieve high occupancy and customer retention. A hands‑on approach is essential to work alongside and manage the operational teams, sub‑contractors and partners to maintain brand standards and the smooth running of this impressive flagship development.

Downing are a family‑owned, award‑winning, leading developer, owner, and operator of bespoke, luxury student accommodation, residential and commercial properties across the UK. Operational for over 37 years, we deliver best‑in‑class developments, with over £2bn of developments successfully completed to date, and a further £1.6bn in the pipeline.

Key Responsibilities

Service / Commercial

• Support the business and lead the team to achieve 100% occupancy, including marketing, viewings, check in/out, inspections, tenancy management and welfare documentation.
• Promote and monitor resident engagement activities such as events and reviews.
• Support hospitality and resident service functions, ensuring 5* standards in communal areas and effective handling of complaints and welfare issues.
• Drive service standards using customer feedback to identify improvements and enhance the resident experience.
• Use best practice models to achieve 5* customer satisfaction through quality assurance and event planning.
• Maintain local competitor analysis and maximise income through renewals, extensions and other revenue opportunities.
• Drive the Net Promotor Scores (NPS) through key campaigns across all channels.
• Ensuring high resident satisfaction and retention. Oversee complaint resolution, complex customer issues and ensure feedback loops lead to continuous improvement.
• Manage social media and third‑party content to support marketing and communications.
• Prepare and report on key KPIs including Health & Safety, debt management, income, occupancy and customer satisfaction.
• Support the Regional Manager and Head Office teams with operational tasks as required.

Team Management

• Lead the team to deliver excellent service to our residents.
• Support with hiring, onboarding, training and ongoing team development.
• Motivate the team to provide consistently high service standards and maintain a positive organisational culture.
• Ensure compliance with Health & Safety, data protection and current legislation.
• Ensure all systems are monitored (PMS, CAFM, access control, CRM, comms platforms) and are used fully, consistently and accurately.

Facilities Management

• Oversee resident‑focused facilities and maintenance services, including health & safety, utilities, waste, security, cleaning and budgets.
• Ensure statutory inspection, testing and associated documentation are completed and compliant.
• Manage contractors and procurement for maintenance and facilities works, ensuring high standards and value.
• Oversee planned and preventative maintenance programmes, managing and resolving defects efficiently.

Person Specification

• Previous experience in a similar role within Build to Rent (BTR), Purpose Built Student Accommodation (PBSA) or Hospitality is essential.
• Experience managing in‑house teams and external contractors.
• Strong understanding of building operations, health & safety, and statutory compliance.
• Passionate about delivering excellent customer service and exceeding expectations.
• Ability to influence, adapt and stay motivated in achieving resident satisfaction and sales targets.
• Professionally presented, confident, outgoing and detail focused.
• A strong team player with a hands‑on approach, supporting colleagues when required.
• Proactive and able to use initiative to enhance the brand’s reputation and drive profitability.
• Highly organised with strong problem‑solving skills and the ability to work under pressure.
• Target‑driven with excellent attention to detail, understanding the importance of deadlines and quality outcomes.
• Excellent verbal and written communication skills with proficiency in MS Office, Excel, PMS and CRM systems.
• Culturally aware with the ability to adapt communication style as needed.
• Local knowledge of the city, its people and culture is an advantage.
• Association of Residential Lettings Agents qualification (ARLA) qualification and knowledge of Institute of Residential Property Management (IRPM) and Landlord/Tenant legislation would be beneficial.
• Strong understanding of residential operations systems (PMS/CAFM/CRM/access control).

Hours of Work

• Monday to Friday 8am-5pm, 9am-6pm or 10am-7pm on a rota’d shift basis
• We require you to work 1 in 5 Saturdays 8am to 5pm on a rota’d shift basis, with hours given back in lieu the following week.

The benefits

25 days holiday

+ bank holidays

Life assurance cover

Mental health support

Company pension contribution

Work for us

Our people are our success and there has never been a more exciting time to join Downing as it enters the most significant expansion for three decades.

Our team is united in a mutual respect and a desire to move the business forward. Here you’ll find all our latest job vacancies. If you’re excited by opportunity and want to be valued for your contribution, take a look at what we currently have available.