LSBU - Head of Student Accommodation




Executive Summary


Job Description and Person Specification


Further Information


Application Process


London South Bank University (LSBU) is one of London’s largest and oldest universities with over 23,000 students and 2,000 staff. Since 1892, the University has been providing vocationally-relevant, accredited and professionally recognised education.

The University has a large and diverse Central London estate portfolio with over 20 buildings totalling 120,000m2 in size.

LSBU has invested heavily in the development of the University estate over the last decade and has ambitious development plans for the future. As the Head of Student Accommodation, you will be responsible in leading the operational teams to deliver an impeccable and sincere service to create a first-class student experience. You will work to create a culture of student wellbeing and deliver an effective 24/7 service that will exceed expectation and imbed continual change and innovation. Alongside day to day operational delivery, you will also play a pivotal role in driving their commercial summer business strategy.

The University

Academic Structure

LSBU is an enterprising, civic university that tackles real-world challenges. Since 1892, LSBU has been providing relevant, accredited and professionally recognised education. The majority of courses are accredited by professional bodies, and many feature placements and opportunities for work experience, which allows students to take advantage of the links the University has built with industry. Academic staff are often industry professionals who continue to foster working relationships in their respective fields.

The University has seven schools of study:

• Applied Science • Arts & Creative Industries • Built Environment & Architecture • Business • Engineering

• Health & Social Care • Law & Social Science

Teaching and the main administration is conducted at the Southwark Campus for all courses, except the professional courses in nursing, midwifery, health and social care, which are also offered at Havering.

Management Structure

The Chief Executive of London South Bank University is the Vice Chancellor who is supported by an Executive Team consisting of a Deputy Vice-Chancellor, two Pro Vice-Chancellors, Executive Director of People and Organisation, Chief Operating Officer, Chief Finance Officer, and the University Secretary. The Executive provides support to University Board and the Vice-Chancellor in the execution of their responsibilities. The Executive engages in strategic planning for the University that will require increased awareness and exposure to developments outside the institution. The Executive has primary responsibility for development of proposals to the Board and for delivery of the medium-term strategy. In particular, the Executive makes recommendations to the Vice Chancellor on the following: • The education character and mission of the University. • The development and delivery of strategies to achieve the character, mission and goals of the university. • The opportunities and challenges faced by the University and its subsidiaries • The medium-term strategy for approval by the Board

Members of the Executive are expected to act as a team and to conform to the values set out in LSBU’s behavioural framework.

Below the Executive is an Operations Board.

The Operations Board comprises the collective senior management of the University. The Operations Board provides a vehicle to ensure effective oversight of, and accountability for performance management and detailed operational management. Responsibility for operational management lies with each member of the Operations Board, but the Vice Chancellor expects that management responsibilities should be devolved to the lowest level commensurate with efficiency, effectiveness and accountability.

The Operations Board advises the Vice-Chancellor/Chief Executive on the following issues: • The strategic leadership and overall management of the University. • The development of an integrated corporate plan designed to deliver the vision and medium term strategy. • The efficiency and effectiveness of the University’s operations. Members of the Operations Board are expected to act as a team and to conform to the values set out in LSBU’s behavioural framework. In the first instance the LSBU Operations Board will comprise of: The Executive; Deans of Schools; Director of Academic Related Resources: Director of Enterprise; Director of Planning, Information Reporting; Director of Marketing and UK Student Recruitment, and Director of Estates.

Academic Facilities The Perry Library at the Southwark Campus houses over 400,000 books and provides access to over 12,000 journals in print and online. As well as staying open till midnight during term, members of the University can access its electronic resources via the internet. The Learning Resources Centre provides over 400 personal computers on open access (also until midnight) together with training, help, and advice. There are also libraries and IT provision at the health campuses. Leisure and Entertainment The new Student Centre is home to a range of activities and support for students including the Students’ Union which supports numerous societies ranging from cultural, such as African, Asian and Chinese, to the mainly social societies such as the D-Zone groups for those into dance music. An Athletic Union works within a central University Sports Academy, with a gym, fitness centre and sports hall located at the London Road building. Accommodation and Student Welfare Around 1,400 hall places are available close to the main campus at Southwark, with many rooms having en-suite facilities. The University guarantees accommodation to international students and gives priority to first and final year undergraduates. The University is constantly looking to develop and extend the benefits of its location and the features of its varied landscape. This leads us to create innovative new buildings, redevelop Grade II-listed properties and carry out a programme of changes and improvements that constantly further enhance our student offer.


School/Department: Estates & Academic Environment (EAE) Job Title/Grade: 10 Reporting to: Head of Estates Operations Purpose of the post

As Head of Student Accommodation you will be responsible for the day to day delivery of a high quality and efficient student accommodation service, which is in line with the Estates & Academic Environment department’s accommodation strategy, including the preparation of publicity and generation of income. The post holder will have a passion for customer service and shall naturally prioritise Student Experience in the department’s processes and operational delivery. MAIN ACTIVITIES AND RESPONSIBILITIES: 1. General • Day to day management and oversight of all aspects of student accommodation to ensure a friendly, professional and customer orientated service to our students. • Ongoing management of the Accommodation Team including team meetings, 121’s, performance management, appraisals and the identification of training and professional development requirements, consistent with the changing and evolving needs of the student accommodation service. • To investigate and process any issues brought to the Managers attention by students, staff or visitors and to record and respond to all written complaints in a timely manner. • To ensure resource levels are adequate to deliver the desired service across a seven day week operation and maintain an out of hours “on call” rota. 2. Strategy & Policy • Development, delivery and measurement of a rolling 5 year business plan that ensures LSBU’s accommodation service standards and facilities are consistent with other HEI’s and local private student accommodation.

• To identify and develop policies, procedures and standards which encourage collaborative working and demonstrate best practice, incorporating systems for continuous assessment and improvement with the aim to deliver an exceptional service. • To ensure that all residences comply with both standards set by Universities UK (UUK). • Ensure that all residences comply with health and safety regulations / requirements and that record documentation for all mandatory inspections and tests are maintained. • Translate the strategy into an effective Business Plan and set, clear business objectives, and effective business processes that support the vision. 3. Student Experience • To ensure that the accommodation service contributes to a positive student experience by organising regular events and activities for student residents and actively promoting and developing the “Halls Cup” competition. • Development, implementation and continuous improvement of the “student journey process” which communicates and informs the student of all they need to know about living in a Halls of Residence, from the time they receive an offer to the day they leave. • To undertake satisfaction surveys and chair regular meetings with student residents and to follow up action points accordingly. • Maintain a range of KPIs and benchmarks against which the service will be measured. • An understanding of health, safety and wellbeing and how this is applicable to accommodation related operations 4. Operational Management • To liaise with colleagues in the Estates and Academic Environment department to define and agree a programme of cleaning, planned maintenance, redecoration and repairs. • Foster effective working relationships with 3rd party contractors/suppliers to manage the delivery of agreed SLAs and address underperformance issues as appropriate • Maintenance of a furniture and equipment inventory for all residences including the preparation of an annual equipment replacement schedule with associated costs. • Oversight of the CAFM system used by the residences ensuring that maintenance and cleaning issues are tracked and where applicable updates are communicated to students. Planed Preventative Maintenance is noted and appropriate action taken. • Using the CADM system ensure that all forms of flat inspections are schedule and documented and that follow up actions are tracked and where relevant entered on a student’s KX account.


• Additionally the post holder will be a member of the Estates and Academic Environment department’s Senior Management Team and will attend operational and strategic meetings where required. 5. Reporting & Communication • In conjunction with the Marketing department, prepare publicity materials to promote the student residences and maintain up to date information on the LSBU website. • To prepare and present progress reports and information to senior management including the outcome of regular benchmarking exercises undertaken on the accommodation service offered by LSBU against the performance/standards of similar HEIs. 6. Revenue & Budget Management • The maintenance of accurate financial records for delegated budgets, rental income and expenditure on cleaning, furniture, redecoration, maintenance and repairs. • Mitigate void risks throughout the year. • To identify income generating opportunities including summer school business and development. SELECTION CRITERIA A. Educated to a degree level with a professional qualification or experience which is relevant to the role e.g. in accommodation management, facilities management, hotel/serviced accommodation management. B. Has significant experience of managing a multi-site accommodation portfolio (1000+ bedrooms). C. Has developed and implemented a successful accommodation strategy. D. Can demonstrate how they embed customer service into the day-to-day operational processes and delivery. E. Proven track record of identifying and delivering successful activities and events programmes for

residents. F. Has managed several teams successfully in previous roles and possesses strong team development skills that naturally encourages collaborative working that brings the best out of team members. G. Has a full understanding of maintenance and cleaning standards required to keep the premises in optimum condition and is appraised of industry standard SLA’s to resolve building related maintenance issues. H. Able to demonstrate an understanding of the inspections and audits required to manage a multi-site portfolio or large Halls of Residence and has an appreciation of the operational cyclic trends for Halls of Residences. I. Is fully appraised of all codes of practice, legal and contractual responsibilities relating to accommodation management. J. Has a full understanding of Health and Safety legislation and how this is applicable to accommodation management. K. Has managed delegated budgets in the region of £10 m. L. Has experience in developing and realising new revenue streams for accommodation related business. M. Excellent written ability and experience writing for a variety of audiences including monthly/ annual reports, proposals and presentation pieces and oral communication skills. N. Ability to work under pressure, meet deadlines and work outside of normal contractual hours to achieve these if needed. O. Able to demonstrate an understanding of equality and diversity, and its practical application. P. An understanding of health, safety and wellbeing and how this is applicable to accommodation related operations.


For a confidential conversation please contact our advisors Michael Hewlett ( or Charlotte MacGregor ( of The Management Recruitment Group on 020 8892 0115. Applications should consist of a comprehensive CV and a covering letter. Applications should be sent to; and The closing date for applications is 2nd December 2018.

Regal House 70 London Road Twickenham TW1 3QS Tel 020 8892 0115

52 - 54 Gracechurch Street London EC3V 0EH 020 3962 9900

111 Piccadilly Manchester M1 2HY Tel 0161 638 0936

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