Residence Life Manager in London

Supervise and support a team of 1-2 live-in Community Supervisors (CSs) and their teams of live-in Community Coordinators.

Provide developmental feedback and coaching support, and help develop skills in community support, crisis management, conflict resolution and leadership among the Community Supervisor team. Lead, engage and motivate employees; actively support a positive culture on your team.

Provide an effective process for performance management and development that provides measurable goals, clear expectations, and solid direction to each team member.

Address unsatisfactory employee performance including developing, delivering, and monitoring performance improvement plans.

Administer and ensure compliance with university policies and procedures.

Oversee the training, onboarding, and ongoing professional development of the Community Supervisors.

Serve on various university working groups/committees to improve site-specific communication and operations.

Continuously show innovativeness and develop best practices in relation to the University's residential experience, community engagement, and student support.

With support from the Community Supervisors, develop training and programming initiatives to aid in the development of the Community Coordinators in areas of programming, crisis management, conflict resolution, and creation of sense of belonging.

Hold overall accountability for the University's relationship with third-party accommodation providers, ensuring contractual obligations and service standards are being met consistently.

Conduct regular strategic reviews with provider management to assess performance, address systemic issues, and strengthen working relationships at a senior level.

Receive and review escalated complaints and unresolved concerns from the Supervisor(s), taking ownership of formal resolutions process and liaising with providers where required.

Use data and trend reporting from the Supervisors to identify recurring issues, challenge provider performance and drive service improvements that directly impact the student experience.

Ensure clear processes are in place for issue reporting, escalation and resolution and that ensure both staff and students understand how concerns are managed.

Represent the University's interests in any formal discussions with third-party providers.

Act as key contact point in the development of the Northeastern University Pathway programs in London, working collaboratively with colleagues at other Global Network Sites (Boston & New York).

Complete administrative tasks as required such as monitoring the shared Residence Life inbox, creating and assigning Global Incident Report Forms for monitoring ongoing case updates.

Represent Residence Services at yield events and Offer Holder days across the London and Boston campuses.

Foster a positive work environment with a good team spirit, including with the wider support teams, with student experience at the forefront of all efforts.

Undertake other duties as assigned by the Head of Residence Services and in the spirit of positive teamwork.

Qualifications:

• Bachelor's degree required.
• Master's degree in higher education, social work, or relevant field preferred.
• 3-4 years within Residence Life or aligned student support and/or Higher Education areas.
• Comprehensive understanding of student accommodation and residence hall environments.
• Significant experience responding to and managing risk, reported incidents, and students of concern.
• Experience with supervision, leading teams, and managing diverse groups of staff.
• Experience managing formal performance processes, including setting measurable goals, providing developmental feedback, and delivering performance improvement plans.
• Experience with crisis management, mediation, and conflict resolution.
• Flexibility and demonstrated ability to excel in fast-paced environments.
• Demonstrated ability to identify and mitigate risk, demonstrating sound judgement through decisive actions.
• Experience developing and/or updating processes and procedures as they apply to the operation of a residential life experience.
• Experience managing relationships with third-party providers or external partners, including holding accountability for service standards, contractual obligations, and formal resolution processes.
• Ability to analyse data and trend reporting to identify recurring issues, inform decisions, and drive service improvements.
• Experience communicating and collaborating across multiple sites, teams, or institutions, ideally within a global or multi-campus environment.
• Experience developing programming models, particularly those that reflect an international element of the student experience.
• Strong interpersonal and relationship-building skills, with the ability to connect meaningfully with students, staff, and external partners across a range of backgrounds and cultures.
• Excellent written and verbal communication skills, including the ability to produce clear reports, correspondence, and documentation for a variety of audiences.
• Confident leadership and people management skills, with the ability to motivate, coach, and develop a team.
• Sound judgement and decision-making under pressure, particularly in crisis or time-sensitive situations.
• Strong organisational and time management skills, with the ability to manage multiple priorities simultaneously.
• Ability to handle sensitive and confidential information with discretion and in compliance with relevant data protection regulations.
• Competency in risk assessment and mitigation within a residential setting, including the ability to communicate changing risk levels clearly to relevant stakeholders.
• Working knowledge of both GDPR and FERPA regulations and their practical application in a student-facing environment.
• Ability to represent the university professionally at recruitment and yield events, articulating the residential experience offer to prospective students and families.

Northeastern University London (NU London) is a prestigious higher education institution based in the heart of London and is part of Northeastern University's global campus network. Overlooking the River Thames near Tower Bridge, NU London offers academically challenging educational programmes designed to inspire innovative thinking, encourage interdisciplinary study, and provide global experiences. The bright and modern campus offers award-winning, contemporary facilities for students and staff including state-of-the-art audio-visual technology in its teaching and meeting spaces.

Inspired by excellence, infused with an energy of ideas and ability in motion, at NU London, being a part of our staff is to be a part of a collective of entrepreneurs and educators, builders and thinkers. NU London is growing quickly, offering opportunity and growth for our staff. Currently hosting 1,500 students, our aim is to have 4000 students by 2028/29. As well as the exciting opportunities this role presents, the University supports staff maintaining a good work/life balance, your health and wellness are of utmost importance to us.