We are seeking an experienced and motivated General Manager to lead operations at a large, flagship residential Build to Rent scheme in Manchester city centre.
This is a hands‑on leadership role with full responsibility for day‑to‑day operations, building management and the delivery of an exceptional resident experience. You will work closely with on‑site teams and external contractors to ensure high occupancy, strong retention and consistently high service standards.
Key Responsibilities
Service & Commercial Performance
* Manage the full leasing cycle to achieve and maintain maximum occupancy, including marketing, viewings, check‑ins/outs, inspections, tenancy management and welfare documentation
* Drive resident engagement through events, activities, communications and feedback channels
* Oversee resident services and hospitality standards, ensuring communal areas are well maintained and complaints are handled effectively
* Use customer feedback and performance data to improve service delivery and resident satisfaction
* Deliver a 5-star customer experience through quality assurance, service initiatives and community‑building events
* Monitor local market conditions and competitors to maximise income through renewals, extensions and additional revenue streams
* Lead initiatives to improve Net Promoter Score (NPS) and overall satisfaction
* Prepare and report on key KPIs including occupancy, income, arrears, customer satisfaction and Health & Safety
* Manage social media and third‑party platforms to support marketing and communications
* Support regional and head office teams with operational reporting and projects
Team Leadership
* Lead, motivate and develop on‑site teams to deliver consistently high standards of service
* Support recruitment, onboarding, training and ongoing professional development
* Foster a positive, inclusive and high‑performing workplace culture
* Ensure full compliance with Health & Safety, data protection and relevant legislation
Facilities & Building Management
* Oversee all facilities and maintenance services including utilities, cleaning, waste, security and budgets
* Ensure all statutory inspections, testing and compliance documentation are completed on time
* Manage contractors and procurement, ensuring value for money and high‑quality delivery
* Oversee planned and preventative maintenance programmes, resolving defects efficiently
Person Specification
* Proven experience in a similar General Manager or senior operational role within Build to Rent (BTR), Purpose Built Student Accommodation (PBSA) or Hospitality
* Experience managing on‑site teams and external contractors
* Strong knowledge of building operations, Health & Safety and statutory compliance
* Passionate about customer service and creating outstanding resident experiences
* Commercially focused with the ability to meet occupancy and revenue targets
* Confident, professional and detail‑oriented with a hands‑on approach
* Highly organised with strong problem‑solving skills and the ability to work under pressure
* Excellent verbal and written communication skills
* Competent using MS Office, Excel, property management systems (PMS) and CRM platforms
* Culturally aware with the ability to adapt communication styles
* Local knowledge of Manchester is advantageous
* ARLA qualification and knowledge of IRPM and landlord/tenant legislation are desirable
Working Hours
* Monday to Friday on a rotating shift pattern (8am–5pm, 9am–6pm or 10am–7pm)
* One Saturday in five (8am–5pm), with time off in lieu the following week
Benefits
* Competitive salary
* 25 days annual leave plus bank holidays
* Paid overtime
* Pension scheme
* Life assurance
* Employee assistance programme
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