Residence Manager

UPP; Greater London; On-site; GBP 40,000 - 49,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

pension

life assurance

enhanced family leave policy

training

two volunteering/personal development/

cycle to work scheme

Job summary

UPP is seeking a Residence Manager for Eleanor Rosa House Halls of Residence in London Stratford. The role is full-time, 37.5 hours per week, Mon-Fri 9:00–17:30, with a salary of £44,558 per annum depending on experience.

You will manage day-to-day campus operations, deliver soft services, uphold SLA commitments, and support the onsite team to provide a safe, efficient and customer-focused environment for student residents.

Qualifications

• Experience in hospitality, facilities management or residential setting.
• Ability to lead multi-discipline teams and deliver service excellence.

Responsibilities

• Liaise with residents, delegates, contractors and visitors professionally.
• Promote a culture of customer service within the team.
• Manage enquiries and complaints, escalate as needed.
• Supervise and train Maintenance, Out of Hours Facilities Team and Residence Supervisor staff; monitor performance.
• Review site procedures to meet SLA standards.
• Oversee preventive maintenance and statutory compliance.
• Carry out inspections and report defects; investigate incidents.
• Attend University meetings and conduct site audits.
• Ensure Health and Safety compliance in all duties.
• Respond to emergencies and participate in escalation rota.
• Provide cover for General Managers as required.

Skills

People management

Customer service

Financial management

Health & safety

Communication

Organisational skills

Job description

A successful university campus is about so much more than buildings. It’s about the environment, the atmosphere and the people – creating that sense of home that will help students feel safe, secure, and help them thrive.

We currently have an exciting opportunity for a Residence Manager to join our team onsite at Eleanor Rosa House Halls of Residence, London Stratford.

This is a full-time position working 37.5 hours per week Monday to Friday, 9am-5.30pm. The salary is £44,558 per annum depending on experience.

The Residence Manager is a key role responsible for managing the day-to-day activities at this university campus which will include delivery of soft services and ensuring adherence to the Service Level Agreement. Leading by example and supporting the onsite team to ensure a comprehensive, effective, and efficient service for the customer.

Role responsibilities include:

• Liaise with residents, delegates, contractors, and visitors in an efficient and professional manner
• Promote a culture of customer service excellence within the team
• Manage all enquiries and complaints effectively, escalating them as necessary
• Supervise, recruit, induct, train and appraise the Maintenance, Out of Hours Facilities Team and Residence Supervisor staff as well as the monitoring of performance, training records and carrying out 1:1 meetings
• Review and implement site procedures, ensuring service standards are achieved in line within the SLA’s
• Manage the delivery of the planned and preventative maintenance schedule ensuring that statutory compliance for the property is up to date.
• Carry out regular inspections of the accommodation and reporting any maintenance defects. Reporting any investigating incidents and accidents as they occur
• Conduct site audits and attend University meetings as required
• Maintain and adhere to the Health and Safety at Work Act provisions in all duties
• Respond to callouts in an emergency situation out of normal working office hours and participate in a management escalation rota
• Provide cover for the General Managers as required

We are looking for you to have excellent people skills with demonstrable experience of effectively managing multi-discipline teams within a hospitality, facilities management or residential environment.

You will also have knowledge and understanding of financial management and reporting, health and safety legislation, statutory H&S testing, and experience of long‑term planning and overseeing day to day operations.

This is a varied and challenging role which requires excellent communication and organisational skills, decision making, flexibility, attention to detail and the ability to prioritise workloads and resources, in order to meet deadlines and provide a great customer experience.

Offers of employment are subject to satisfactory vetting, inclusive of employment referencing covering the past three years and you may be subject to additional vetting and barring checks to ensure your suitability for the role, which could include completing a basic DBS.

In return, we are offering a busy and interesting environment to work in with a competitive salary and a great benefits package which includes 25 days holiday plus bank holidays, pension, life assurance, enhanced family leave policy, training, two paid volunteering or personal development days and cycle to work scheme. Check out our website for more information about UPP, our culture and benefits.

• 25 days holiday plus bank holidays
• pension
• life assurance
• enhanced family leave policy
• training
• two paid volunteering or personal development days
• cycle to work scheme

UPP welcome all applications and recognise the value of having a diverse and inclusive culture, which reflects the communities we work with and has a positive impact on our people, our student residents, and our university partners.

We understand all disabilities, impairments and conditions are unique, so please advise us of any adjustments which would support you through our recruitment process and also help you to thrive at work.

Our core values of Innovation, Sustainability, Community, Partnership and Respect, are fundamental to our culture and summarise what is important to our business and our people.