The Welfare Manager is responsible for fostering a positive and supportive environment by delivering on-site welfare support to employees, building a strong sense of community, and leading wellbeing initiatives. This role involves developing and maintaining a comprehensive Welfare Guide, providing regular on-site training sessions on mental health and wellbeing, and acting as a key point of contact for welfare concerns. Additionally, the Welfare Manager supports the broader management team with day-to-day operational tasks to ensure the smooth running of the site.

Key Role Responsibilities

Student Support & Welfare Management

• Provide direct support to students facing mental health or welfare challenges.
• Signpost students to appropriate external services (e.g., university support, GPs,counselling, charities).
• Lead on debt-related conversations where necessary, offer personal support, and manage documentation packs.
• Act as first point of contact for welfare-related incidents, escalating when appropriate.
• Maintain accurate, confidential welfare case records in line with safeguarding and GDPR requirements.
• Deliver a structured wellbeing events programme aligned with the student lifecycle.
• Run events focused on mental health, budgeting, social connection, and personal development.
• Engage external contractors, charities, and wellbeing partners to enhance programmes.
• Monitor participation and feedback to continuously improve the wellbeing calendar.

Community Building

• Improve resident communication through wellbeing updates, and digital channels.
• Host flat meetings, mediate disputes, and support students in conflict resolution.
• Foster an inclusive community and promote peer-to-peer support initiatives (e.g., buddy schemes, cultural integration).
• Encourage shared responsibility for cleanliness, respectful co-living, and positive community standards.

Operational Support

• Work as part of the property team, supporting and respecting colleagues to deliver exceptional resident living.
• Support the creation of a positive, memorable experience for residents.
• Deliver customer service front-of-house, anticipating and exceeding resident expectations.
• Respond positively to customer queries and complaints, undertaking appropriate action in line with company procedures.
• Support and attend property-wide events and community activities.
• Conduct regular community walks and room inspections to identify early wellbeing or hygiene concerns.
• Advise students on cleanliness and hygiene standards, encouraging healthy living habits to reduce the likelihood of pest or health problems.
• Support incident management outside direct welfare (e.g., behavioural issues,disputes).
• Act as a role model by demonstrating company values at all times.
• Actively interact with residents to proactively improve service delivery and welfare awareness.
• Participate, where required, in the on-call rota to provide out-of-hours emergency support for the community.
• Develop policy and procedures that can standardise the wellbeing approach across the city with wider effects at business level.
• Develop and maintain external relationships with providers and charities to establish a support network for students.
• Develop and deploy training programmes for operational team members, to ensure compliance with signposting, welfare response and community engagement.

Training & Resources

• Develop and maintain a Welfare Guide outlining responses to welfare scenarios and escalation pathways.
• Deliver welfare awareness training to on-site staff, ensuring confidence in basic protocols.
• Arrange or provide local training (e.g., safeguarding refreshers, cultural awareness, wellbeing first aid) to reduce reliance on external options.
• Stay up to date with local student wellbeing networks, charities, and referral partners.