Duty Manager, Permanent - Campus Living Villages - London W12

Full Time (5 days out of 7 on a rota basis including rotational sleep in cover)
Circa Salary £25,000
25 Days Holidays Plus Bank Holidays

Campus Living Villages (CLV) is a global provider of student accommodation, with over 44,000 beds owned, managed or under development across the United Kingdom, Australia, the United States, and New Zealand. CLV has an extensive track record for creating quality, purpose-built facilities and managing exciting student communities around the globe.

We are now recruiting for a Duty Manager to be based at our Prince Consort Student Village. The purpose of this exciting role is to provide a high level of customer service to students and other customers of CLV and to ensure operational continuity, stability and order in the village.To be successful, you will be a professional and enthusiastic person with an outgoing personality, customer service and managerial skills.

Key Challenges

• Becoming familiar with the student environment


• Establishing authority in the Village


• Ensuring stability and order is maintained within the Village


• Activating correct support as required to avoid unnecessary escalation


• Managing conflict while on shift


• Ensuring all operational and safety policies are followed

Main Activities

The Duty Manager acts as supervisor ensuring business continuity during their working hours.
Duties include:

• Maintaining safety and security of all Village residents and staff; ensuring enforcement of Village Rules by providing a presence in all areas of the Village


• Managing and resolving conflict when exposed to difficult situations and escalating the issues to appropriate personnel for follow up the next working day


• Ensuring public and common areas are presented to a high standard, by initiating maintenance and cleaning actions when required


• Assisting in the processing of resident information in the Property Management System (PMS) including applications, offers and posting of resident charges; maintaining a comprehensive understanding of the Village PMS


• Supporting the planning and operation of campus summer stays, the maintenance team and the administration team


• Supporting the Village Accountant to ensure accurate records and follow up are achieved


• Working with the maintenance and administration team to complete room checks and produce reports


• Working closely with the Resident Assistant team to ensure delivery of programs, events and management of conflicts between residents


• Providing a point of contact for residents, RAs and the security team for noise, security and safety matters


• Being familiar with operational procedures and communicatingto the security team any issues that they need to be aware of.

Personal Accountability

• Provide a high level of customer service to all stake holders including residents, Village team, university, suppliers, other Villages and head office


• Use initiative to resolve issues and find solutions


• Manage all situations with the Village’s best interest in mind


• Adhere to the requirements of health and safety, data protection and other legislation that impacts on your employment


• Carry out work with integrity

Key Personal Attributes

• Ability to manage multiple agendas and timelines


• Ability to stay calm in all situations, maintain control and achieve a positive outcome for the Village and the customer


• Genuine approach to customer service


• Good security knowledge


• Able to manage relationships for optimum outcome


• Knowledge of computers and IT systems


• Experience in influencing the outcomes of a small team


• Quiet confidence when things feel like they are in turmoil

Selection Criteria

• Completion of management training course or equivalent


• Minimum 2 years’ experience in a similar role, or the ability to demonstrate transferrable skills


• Proficiency in the use of computers including MicrosoftWord, Excel and Outlook and database systems


• High quality written andverbal communication,and negotiating skills


• Ability to manage and direct staff in the operation of their duties


• Ability to communicate with clients, understanding the particular needs of young adults resident in student accommodation


• First aid certificate (or willingness to complete a training course)


• Current driving license


• Satisfactory result from Enhanced DBS check by Disclosure and Barring Service (previously known as CRB check)

This role offers a great opportunity in a dynamic and growing organisation with strong values and excellent national and global career and development opportunities.

This role is a full time permanent role offering 40 hours per week contract ,the hours can vary between 8am-10pm. Previous experience in a customer service environment is essential, as is an extensive knowledge of MS office applications and database.

An appreciation of an accommodation/hospitality background may be beneficial for this post.

Our Core Values:

CLV’s goal is to CREATE a culture that we all enjoy working within by following the below values. It is expected for all CLV employees to demonstrate the values listed below on a day to day basis:

Community : Be part of the ONE team and pursue the team goal.
Respect : Be tolerant and accepting of colleagues and customers and don’t manipulate, demean or mistreat people.
Equality : Endeavour to treat everyone the same, regardless of their role.
Accountability : Work hard, work smart and don’t blame others.
Trust : Be forthright, candid and deliver on your promises.
Enthusiasm : Be passionate in what you do and give 100%.

In addition to the Core Values listed above, CLV expects a high level of professional behaviour in accordance with the Code of Conduct.