Assistant Operations Manager
11 days ago
Birmingham
Assistant Operations Manager – Purpose-Built Student Accommodation (PBSA) Role Purpose To support the General / Residence Manager in the day-to-day operational management of a PBSA site. The Assistant Manager plays a key role in people management, resident experience, compliance, and performance delivery, acting as a visible and empowered leader within the building. Key Duties & Responsibilities Operational Management • Support the delivery of smooth day-to-day operations across:, • Customer service, • Maintenance coordination, • Housekeeping standards, • Act as Duty Manager when required, taking responsibility for site operations., • Ensure service standards and SLAs are consistently met. People Management & Leadership • Line manage or support supervision of CSAs and Senior CSAs (where applicable)., • Assist with:, • Recruitment and onboarding, • Training and development, • Performance management and absence monitoring, • Provide regular feedback, coaching, and support to team members., • Support rota planning and workforce resourcing. Resident Experience & Welfare Management • Take ownership of resident satisfaction, complaints handling, and service recovery., • Oversee welfare escalation processes and ensure appropriate actions are taken., • Build positive relationships with residents and act as a senior point of contact., • Support resident engagement and community-building initiatives. Compliance, Safety & Risk • Support the Residence Manager in maintaining statutory and operational compliance, including:, • Health & safety checks, • Fire safety procedures, • Incident reporting, • Ensure procedures are followed consistently across the team., • Assist with audits and inspections. Financial & Commercial Support • Support occupancy and revenue performance through:, • Enquiry handling and show rounds, • Retention initiatives, • Upselling of services (where applicable), • Assist with cost control and budget monitoring at site level., • Support damage and recharge processes. Stakeholder & Contractor Liaison • Liaise with internal teams, contractors, and suppliers as required., • Support contractor access, supervision, and communication., • Escalate performance or quality issues appropriately. Peak Periods & Strategic Support • Play a leading role during:, • Arrivals and departures, • Summer turnaround, • Open days and inspections, • Support implementation of company initiatives, policies, and improvement plans., • Act as a trusted deputy to the Residence Manager. Person Specification – Assistant Operations Manager Essential • Experience in PBSA, hospitality, residential, or customer-facing management roles., • Proven leadership or supervisory experience., • Strong organisational, communication, and decision-making skills., • Knowledge of health & safety and operational compliance., • Ability to manage competing priorities in a fast-paced environment., • Flexible approach to working hours, including rota-based shifts. Desirable, • Experience managing people directly., • Knowledge of student welfare and safeguarding frameworks., • Experience with budgeting, reporting, or performance metrics., • Ambition to progress into a Residence / General Manager role.