Assistant General Manager

Residence LeadManchesterFull-Time | Permanent

An Assistant General Manager-level opportunity within one of the UKs largest co-living communities.

This is an excellent opportunity for an experienced hospitality, PBSA, Build-to-Rent (BTR), or customer service leader looking to progress into senior operational management.

Reporting directly to the General Manager, the Residence Lead is responsible for the day-to-day leadership of a large residential community. Working closely with the General Manager and wider leadership team, you will play a key role in driving operational performance, resident experience, occupancy, retention, and team development across a flagship living scheme.

Key Responsibilities

• Act as the main escalation point for resident issues, ensuring a welcoming, high-quality resident experience while driving satisfaction, retention, and community engagement.
• Monitor resident feedback and operational KPIs, including NPS, occupancy, conversion, and compliance, implementing improvements across the resident journey.
• Support frontline service delivery and participate in the on-call escalation rota.
• Drive occupancy targets through effective management of enquiries, viewings, CRM follow-ups, renewals, and referral activity.
• Minimise void periods through proactive planning, efficient re-letting processes, and strong relationships with universities, agents, and corporate partners.
• Ensure show apartments and communal areas are maintained to the highest presentation standards.
• Oversee tenancy transitions, including pre-arrival processes, move-outs, inspections, and apartment turnarounds to ensure readiness for incoming residents.
• Coordinate closely with housekeeping, maintenance teams, and contractors, escalating issues that may impact resident experience or operational readiness.
• Lead, coach, and support the Resident Services team, promoting accountability, high performance, and exceptional customer service standards.
• Support recruitment, onboarding, training, rota management, and performance reviews.
• Act as deputy to the General Manager when required.
• Plan and deliver resident engagement initiatives and community events aligned with brand standards.
• Oversee social media activity and content that promotes community engagement and resident life.
• Maintain high standards across all communal areas while ensuring compliance with company policies, GDPR requirements, and audit standards.
• Support reporting on occupancy, resident satisfaction, and overall operational performance.
• Identify and escalate operational risks, defects, and issues appropriately.
• Promote a strong Health & Safety culture, ensuring compliance with legislation, inspections, contractor management, and incident reporting procedures.
• Act as a visible brand ambassador, leading by example in professionalism, conduct, and presentation while fostering a positive, high-performing team culture.

Person Specification

• Proven management or supervisory experience within resident services, hospitality, Build-to-Rent, Purpose-Built Student Accommodation (PBSA), or another customer-focused environment.
• Experience supporting the day-to-day operation of a residential building, ensuring exceptional standards across resident experience, facilities, and compliance.
• Strong leadership skills with experience managing, coaching, and developing on-site teams.
• Commercially aware and target-driven, with experience delivering occupancy, retention, and revenue objectives.
• Good understanding of building operations, Health & Safety requirements, and statutory compliance.
• Confident handling resident relations, resolving escalated issues, and maintaining high levels of resident satisfaction.
• Experience managing budgets, controlling costs, and contributing to financial performance.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively with senior leadership and operational teams.
• Highly organised, detail-oriented, and capable of balancing strategic priorities with hands-on operational involvement.

Hours of Work

• Monday to Friday, working either 8:00am5:00pm or 10:00am7:00pm on a rota basis.
• One Saturday in every five worked on a rota basis, with a day off in lieu the following week.
• Additional overtime may be required during peak operational periods, including resident move-in and move-out weekends.

Benefits

• Competitive salary.
• 25 days annual leave plus bank holidays.
• Paid overtime.
• Pension scheme.
• Life assurance cover.
• Employee Assistance Programme (EAP).

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