Reports To: Building Operations Manager

Direct Reports: Front of House team, Housekeepers, Caretaker

Location: Site-based – Manchester City Centre

Role Purpose

To support the Building Operations Manager in the efficient running of daily site operations and to step in during their absence. You will help deliver outstanding customer service, drive service-level improvements, manage budgets, and enhance the overall resident experience at our new Manchester City Centre development.

Key Responsibilities

Engagement

• Act as primary point of contact for residents, ensuring prompt, professional responses to enquiries and complaints.
• Foster community spirit by planning and promoting on-site events and activities.
• Create a localised events calendar tailored to resident demographics; gather, analyse and act on post-event feedback.
• Monitor online reviews and surveys to identify service-enhancement opportunities.

Operations

• Assist with all day-to-day site operations under the guidance of the Building Operations Manager.
• Review and track the Planned Preventative Maintenance (PPM) schedule weekly to ensure H&S compliance.
• Conduct regular site audits to uphold our service, cleanliness and safety standards.
• Raise, track and close out maintenance jobs; manage purchase orders and invoices within budget.
• Provide hands-on support across site teams (Housekeeping, Front of House, Facilities) as needed.

Team Management

• Supervise and mentor Housekeepers and the Building Facilities Supervisor.
• Draft and manage staff rotas, balancing coverage with budget constraints.
• Lead by example, modelling company values and behaviours.
• Drive team performance through clear objectives, regular one-to-ones, personal development plans and performance reviews.
• Ensure all teams understand and adhere to company policies, processes and regulatory requirements.
• Identify training needs, coordinate development opportunities and coach individuals to enhance their skills.
• Oversee contractors on site, resolve service disputes and manage escalations in line with procedure.

Required Skills & Competencies

• Communication: Strong verbal and written skills with the ability to negotiate and resolve conflict.
• Customer Service: Proven track record of delivering outstanding service in a fast-paced environment.
• Leadership: Demonstrable people-management experience, with the ability to drive results through others.
• Organisation: Highly organised, excellent time-management, and meticulous attention to detail.
• Decision-Making: Confident planner, able to prioritise tasks and make sound operational decisions.
• IT Proficiency: Comfortable with Microsoft Office (Word, Excel, Outlook) and quick to learn property-management software.
• Coaching: Skilled at providing constructive feedback and facilitating team development.

Knowledge Requirements

• Proactively seeks to expand technical knowledge relevant to residential property operations.

Personal Profile

Qualifications

• Essential: Strong foundational education.
• Desirable: Health & Safety certification; Customer Service qualification; People-management training; Property Management qualification.

Experience

• Minimum one year in a residential property or related customer-service role.
• Demonstrable success in team leadership and service-delivery environments.

Attributes & Approach

• Embodies company values in all interactions.
• Flexible, proactive and solutions-focused.
• Maintains composure under pressure and meets objectives reliably.
• Passionate about excellence, with a keen eye for detail.

If you thrive on leading teams, improving service standards and delivering exceptional resident experiences, we’d love to hear from you.

REF-221 344