Senior Duty Manager

International Students House; Kennington; On-site; GBP 30,000 - 40,000; Full time

Job summary

A vibrant community organization in Kennington seeks a Senior Duty Manager to lead the Duty Management team and ensure a safe and welcoming environment for residents and visitors. The ideal candidate will showcase experience in customer service with strong leadership and communication skills, thrive in a busy environment, and have the ability to manage incidents effectively. Join us to make a lasting impact in the lives of students from around the globe.

Benefits

Dynamic and supportive working environment

Opportunities for professional growth and development

Chance to make a lasting impact

Qualifications

• Experience in customer service at a supervisory level, preferably in hospitality or student accommodation.
• Strong leadership, communication, and interpersonal skills.
• Computer literate with excellent written and spoken English.
• Ability to work shifts as per a rota and provide holiday cover.

Responsibilities

• Lead, train, and support the Duty Management team.
• Oversee departmental rotas and staffing levels.
• Coordinate Health & Safety training, drills, and risk assessments.
• Manage incidents and ensure all actions are logged.
• Conduct inspections and ensure maintenance is addressed.
• Handle resident and visitor queries professionally.
• Maintain accurate records of incidents and reports.
• Support the Resident Services Manager with planning.
• Act as Duty Manager on shift, taking full responsibility.

Skills

Customer service experience

Leadership skills

Communication skills

Interpersonal skills

Job description

About Us

International Students House (ISH) is more than just a place to stay — we're a vibrant, welcoming community in the heart of London. We provide affordable accommodation, scholarships, and social support to students from across the world. With our exciting new site launching at 238 Kennington Lane, we are looking for a Senior Duty Manager to play a key role in the day‑to‑day running of the building – ensuring it is a safe, supportive, and inspiring environment for everyone who lives, visits, and works here.

The Role

As Senior Duty Manager, you play a key leadership role in the day‑to‑day operations of our residences, ensuring the highest standards of service, safety and efficiency. You will manage and develop the Duty Management team, support residents and staff, and work closely with the Resident Services Manager to maintain a safe, friendly, and well‑run environment.

You will be the go‑to person for all operational issues, from overseeing staffing and rotas to coordinating Health & Safety initiatives, managing incidents, and deputising for the Resident Services Manager.

Key Responsibilities

• Lead, train, and support the Duty Management team, ensuring excellent service delivery.
• Oversee departmental rotas, holiday schedules, and staffing levels.
• Coordinate Health & Safety and Fire Safety training, drills, and risk assessments.
• Manage incidents and emergency procedures, ensuring all actions are logged and reported.
• Conduct regular inspections and ensure maintenance and safety issues are addressed promptly.
• Handle resident and visitor queries or complaints with professionalism and care.
• Maintain accurate records, including lost property, incident logs, and departmental reports.
• Support the Resident Services Manager with budgeting and departmental planning.
• Lead team meetings, one‑to‑ones, and performance reviews.
• Act as Duty Manager on shift, taking full operational responsibility as required.

About You

You will be an experienced and proactive leader who thrives in a busy, people‑focused environment. You will work well under pressure, confident in managing incidents, and passionate about delivering excellent service.

Essential

• Experience in customer service at a supervisory level (hospitality or student accommodation preferred).
• Strong leadership, communication, and interpersonal skills.
• Computer literate with excellent written and spoken English.
• Ability to work shifts as per a rota and provide holiday cover as required.

Why Work With Us?

At ISH, you'll be joining a purpose‑driven organisation that truly values diversity, education, and community. We offer :

• A dynamic and supportive working environment.
• Opportunities for professional growth and development.
• A chance to make a lasting impact in the lives of students from all over the world.

Ready to Apply?

To apply, please submit your CV and a cover letter explaining why you're the perfect fit for this role.

International Students House is an equal opportunities employer. We welcome applications from all backgrounds and communities.