Purpose of the Role:
The Cluster Operations Manager plays a key role in supporting the Area Operations Manager with the overall performance and day-to-day operations of properties within the cluster. They are responsible for ensuring all sites consistently deliver against operational targets, maintaining high standards of presentation and cleanliness, and creating a safe, inclusive, and vibrant environment for both residents and staff.
Providing leadership across the cluster, the role involves overseeing teams, monitoring performance, and driving strong financial and operational outcomes. The Cluster Operations Manager works closely with operational teams, suppliers, and stakeholders to ensure the smooth and efficient running of all properties, while identifying and implementing opportunities for continuous improvement
Key Responsibilities:
Operational Management
- Monitor and manage cluster operational performance and step in for the Area Operations Manager when required.
- Ensure the efficient and smooth running of all properties within the cluster.
- Work closely with the Maintenance Manager, Assistant Operations Manager and Night Operations Supervisor team to ensure operational standards and company procedures are followed.
- Oversee the delivery of the Property Readiness 365 (PR365) programme across the cluster.
- Ensure all operational activities are aligned with company policies, standards and regulations.
- Record operational requests, cases and issues in the CRM system.
Leadership & Team Management
- Provide leadership across the cluster, fostering a collaborative and positive working environment.
- Line manage and provide support to key roles, including the Maintenance Manager, Assistant Operations Manager, Night Operations Supervisor and Operations Co-ordinator, alongside operational teams.
- Lead recruitment activities for roles within the cluster and ensure appropriate staffing levels are maintained.
- Be accountable for people led activities, such as performance review, absence and performance management
- Encourage training and development, supporting team members to grow and build capability.
Health, Safety & Compliance
- Maintain accountability for cluster safety, security and regulatory compliance.
- Ensure the safety of team members, residents, visitors, contractors and the public.
- Conduct regular checks and audits to maintain a safe living and working environment.
- Act as a first-line responder to incidents or resident issues when on shift.
- Participate in the Cluster Operations Duty Manager rota, acting as a point of escalation for emergencies where required.
Property Standards & Maintenance
- Ensure high standards of property presentation, cleanliness and maintenance across all buildings within the cluster.
- Support maintenance and operational teams to maintain communal areas and building standards.
- Monitor property condition and ensure issues are addressed quickly and effectively.
- Collaborate with support teams on any refurbishment and capital project delivery.
Financial Management & Performance
- Take ownership of the cluster`s day-to-day financial performance, managing budgets and costs while developing and implementing local plans to drive operational and financial results.
- Drive occupancy performance, revenue growth, retention across the cluster and minimising debt across the cluster.
- Contribute to the management and monitoring of the cluster P&L.
- Identify opportunities to improve operational efficiency and cost effectiveness.
Resident Experience & Stakeholder Management
- Deliver an excellent resident experience, ensuring queries and concerns are resolved promptly.
- Support resident sales and retention conversations, or signpost to relevant teams where appropriate.
- Build strong relationships with university partners, suppliers and contractors.
- Support initiatives that build a strong sense of community across the cluster.
Continuous Improvement
- Identify and implement continuous improvement opportunities across operations.
- Use operational data and feedback to improve service delivery and resident satisfaction.
- Provide regular updates and operational insights to the Area Operations Manager.
Experience, Skills & Qualifications
- Experience in an operational leadership or management role within property, hospitality, facilities management, student accommodation, or a similar customer-focused environment.
- Experience managing multi-site operations and leading teams.
- Proven ability to manage operational performance, KPIs, and service delivery standards.
- Experience overseeing health and safety compliance within an operational environment.
- Experience managing budgets and supporting financial performance.
- Excellent communication and stakeholder management abilities.
- Strong problem-solving and organisational skills.
- Proactive approach with a focus on continuous improvement and customer experience.
We`re proud to be an equal opportunities employer and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be yourself, where your voice is heard and where you can truly belong. It is important to us that our people reflect the diversity of our students and the communities we work in. We celebrate being different and work together to be the best we can be.
Cluster Operations Manager in Glasgow employer: Unite
Join a dynamic team at Europe’s leading B2B platform as a Customer Service Representative, where you will thrive in an open and collaborative environment that celebrates individuality. With flexible working options from our modern Cardiff office or remotely, along with access to career growth through our Academy training and unique workation opportunities, we prioritise your professional development and work-life balance. Experience a supportive culture that values your contributions and fosters strong customer relationships, making it an excellent place for meaningful employment.
