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. 

• 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. 

• 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. 

• 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. 

• 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. 

• 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. 

• Liaise with internal teams, contractors, and suppliers as required. 
• Support contractor access, supervision, and communication. 
• Escalate performance or quality issues appropriately. 

• 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. 

• 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. 

• 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.