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.