Job Description
General Manager
Manchester
Full-Time, Permanent
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-today 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 Saturday’s 8am to 5pm on a rota’d shift basis, with hours given back in lieu the following week.
Benefits:
* Competitive salary
* 25 days holiday, plus bank holidays
* Paid overtime
* Pension scheme
* Life Assurance cover
* Employee Assistance Scheme