Director ofEstates Candidate Information Pack
HALL MANAGER CANDIDATE INFORMATION PACK
derby.ac.uk
ABOUT THE UNIVERSITY
Located in the heart of England, we are the only university in Derby and Derbyshire. We offer industry-relevant, expert teaching, from foundation and undergraduate degrees to postgraduate study and research. We have a long and proud heritage of using our knowledge and innovation to support the prosperity of the city and region. We welcome, support and challenge all of our students to develop the blend of academic knowledge and practical skills they need to succeed in their chosen field. Our strong industry links, expert academics and real-world classroom facilities will equip and prepare you to fulfil your potential, whatever your background.
Whether you choose to study full-time, part-time, online or on-campus in Derby or Chester- field, our wide range of subjects will help you develop the skills and confidence to aim high.
Our University accommodation, run by our Student Living team is a real home from home, providing excellent customer service to our students and families. The ethos at University residences in Derby is totally focused around the wellbeing and needs of our students. Our professional team are high- ly skilled and experienced in dealing with a broad range of issues which residents may face and are on hand to pro- vide support and guidance. The health and happiness of our students is paramount. We believe that students need a comfortable, safe and happy living environment, so they can study effectively and maximise their opportunities at Universi- ty. Our residences, our award-winning service and our caring, friendly and professional staff provide a firm foundation for students to thrive and succeed.
CHESTERFIELD
DARLEY BANK
Our halls of residence award winning for 2 years running in three categories in the Global Student Living Index:
• Best University Housing (UK & Ireland) • Best Booking Experience (UK & Ireland) • Best Moving In Experience (UK & Ireland)
FLAMSTEED COURT
PEAK COURT
AGARD COURT
NUNNERY COURT
PRINCESS ALICE COURT
ST CHRISOPHERS COURT
Derby: a professional, welcoming city Derby is a city with promising job prospects and a resilient economy, which is good news for graduates. It’s also a friendly and affordable city that has a passion for sport, a growing cultural scene, and breathtaking countryside on its doorstep. A thriving city A globalcity
A Livelycity
A Livelycity
“The unsung hero of the midlands” Rough guide toengland
Peak District NationalPark: only a short drive away
HOME TOGLOBAL BRANDS: ROLLS-ROYCE, TOYOTA, BOMBARDIER
FASTEST GROWING ECONOMY IN THEUK
“The unsung hero of the midlands” Rough guide toengland
Peak District NationalPark: only a short drive away
THE NATIONAL AVERAGE ARE IN HI-TECH FUNCTIONS That equates to 12.5% of Derby’sworkforce. Marketing Derby 4x Derby has seen a 23% growth in GVA (Gross Value Added)* over the past five years – more than double the national average of 9%. *GVA is the key economic measure of the value of goods and services. UHY Hacker Young, June 2015
Census 2011 14%
OF ITS INHABITANTS WEREBORN OUTSIDE OF THE UK
70
LANGUAGES SPOKEN Census 2011
GREAT TRANSPORT LINKS • 89 minutes to London by train • 4 hours to Paris by train • 10 minutes to the M1 bycar • 20 minutes to East Midlands Airport bycar
10
Vibrant culture and arts scene
Home to multiplesportsvenues including derby county football club and derbyvelodrome
Winner of bestuk high street2016
Vibrant culture and arts scene
Home to multiplesportsvenues including derby county football club and derbyvelodrome
Winner of bestuk high street2016
UK LOCATIONIN WHICH TOSTART ABUSINESS Centre forCities
invested in the last 10years NEW100 ACRE ENTERPRISE ZONE £3billion INFINITY PARK DERBY
Innovation Through Collaboration event at the i-hub on InfinityPark
Acity with a bright future
Acity with a bright future
invested in the last 10years £3billion
£1.7 billion being invested now
£1.7 billion being invested now
THE ROLE
Job Title
Hall Manager
College/Department
DSRL, Operations
Location
Various Locations within Halls of Residence
Job Reference Number
0438-23
Salary
£30,950 to £34,027 per annum (For exceptional performers, there is scope for further progression up to £39,131 per annum)
Reports To
Halls Team Manager
Management Responsibility Yes
Role Summary To oversee the effective day-to-day management of one of the University halls of res- idences, providing excellent customer service and ensuring that halls are a positive experience for students whilst supporting their needs within the framework of company policies and procedures and the University values. Responsible for managing a Halls of Residence and a team of staff (including recruitment of new colleagues, hosting meet- ings and performance management).
and provide appropriate responses advising students of actions taken and the reasons for those actions, where necessary to refer mat- ters to the Customer Services administration manager • Provide support to students regarding welfare, conduct, and taking action, referring or esca- lating as appropriate to resolve matters and to enforce the terms and conditions of tenancy, documenting, reporting and updating systems as appropriate in keeping with timescales or relevant agreed service levels. • To actively support and engage teams to hit targets in our hall’s campaigns such as Global Student Living Index and Returners campaign. • To participate in at least 2 Open Days per ac- ademic year, Welcome / Outtake Weekends, and the arrival / departure of cohorts of stu- dents. To work a variation of either 8.30-4.30(4 on a Friday) or 10-6(5.30 on a Friday) as neces- sary to fit in with the operation of the business. Line management • To line manage, motivate, support, and devel- op a Hall’s staff team to maximise their perfor- mance in delivering the individual & business responsibilities and objectives. • To liaise with the Senior Management Team members to ensure adequate resources are provided to meet the needs of in our Halls of Residence. • Undertake induction and training of new staff, setting targets, managing performance and conducting annual appraisals as required • To organise site staff meetings and circulate minutes of these meetings to staff and senior management. • Support your team through regular 1-1’s, as well as carrying out reviews as per the universi-
ty policy and procedure. • Manage all matters relating to employee con- duct and escalating to Halls Team Manager in a timely manner where appropriate. whilst en- suring a safe and supportive environment for students, guests, contractors and colleagues working closely with the Maintenance Team to resolve maintenance issues in a timely manner • Manage allocated Halls budget Collaborative working • To liaise with the Student Housing Centre staff to maximise the use of the automated Halls Administration system (currently RMS). • To be a member of the Derby Student Living Critical Incident Team, assuming a responsibil- ity for holding the critical incident phone and responding to emergency situations. • Work with the Finance Officer, HTM and Op- erations Manager monitor Halls expenditure, support the chasing of debtors, identify site improvements schemes, and deliver business cases to support initiatives. Ensure expendi- tures are made in line with university finance regulations. • To liaise with University Specialist Support team/ HR in connection with students and staff health and welfare ensuring appropriate sup- port is delivered to minimise the impact on all. • Provide support to the other sites when re- quired. • Work collaboratively to help support the de- partment to deliver its mission statement and broader objectives • Manage out-of-term Halls activity, including conferencing ensuring all guests have a posi- tive experience during their stay • Undertake any other duties or projects as re- quired and commensurate with the post.
areas, ensuring Health and Safety reg- ulations are complied with, conducting regular quality inspections and mon- itoring cleaning standards within the hall of residence and grounds. • To work towards business KPI’s, oper- ational tasks and the operational cal- endar to meet business targets. • To ensure effective liaison and collab- oration with third party contractors to ensure that the halls of residence are suitably maintained in line with com- pany Standard Operating Procedures (SOP’s) and Service Level Agreements (SLAs) to provide a positive living and studying experience for all residents. • To carry out inductions of Residential Assistants, Cleaning, Caretaking and Security Teams in conjunction with the Halls Team Manager, Operations Man- ager and Head of Accommodation Services and Operations Manager. • To ensure compliance with the universi- ty Health and Safety Policies undertak- ing and maintaining risk assessments, Health & Safety audits, and incident/ accident investigations. Creating ac- tion plans from recommendations and managing their completion. Student experience • To thoroughly investigate any student complaints within agreed timescales
Principal Accountabilities
Operational Management • To manage a Hall of Residence and allocate staff resources to undertake the daily management of Halls of Res- idence in line with the DSRL Halls Pol- icies, Procedures, Guidelines and Let- ting Agreement • Be a point of contact for all residents and visitors, both in person, by tele- phone or email. Communicate and correspond effectively through various media (such as email, phone, in per- son etc) and respond to all queries and provide assistance to deliver services in line with customer expectations. • Respond to raised concerns and com- plaints made by residents or others, in accordance to data protection legisla- tion. • To ensure a customer focused and positive experience for all students residing in DSRL Halls of Residence upholding the Universities Values and Behaviours. • To improve all students’ Halls of Res- idence experience through proactive, continual improvement of site facilities, site operational activities and services, organise and ensure the completion of day-to-day housekeeping arrange- ments for the buildings and external
PERSON SPECIFICATION
Essential Criteria
• Strong interpersonal skills, commu- nication, and presentation skills • Excellent organisational, time man- agement and prioritisation skills • IT Literate • Ability to manage own time effec- tively, prioritising tasks when re- quired, multitasking and meeting deadlines • Ability to handle confidential infor- mation within our GDPR regulations • Willingness and flexibility to travel between other University sites and location (as required, with prior no- tice) • Flexible approach to requested working hours and shift patterns between 8.30-6pm along with, some weekend and evening work- ing to meet the business demands. • Pro-active, flexible, innovative, and ready to make an impact Desirable Criteria
Qualifications • Relevant degree (or equivalent qual- ification) or comparable knowledge gained through experience Experience • Proven track record of working within a customer service-oriented environment. (Preferably in a uni- versity or accommodation environ- ment). • Demonstrable experience of man- aging a team. • Experience of incident investigation and reporting. • Experience of dealing with difficult situations through mediation and conflict management • Previous experience in an adminis- trative role. • Possesses a positive and collegiate attitude, with the ability to adapt swiftly and a willingness to under- take challenging tasks to ensure customer satisfaction • Self-motivated and possessing the ability to work on own initiative Skills, knowledge & abilities • Understanding and knowledge of Equality and Diversity • Proven track record of successfully dealing with difficult situations • Excellent Customer Service and people management skills; includ- ing effective delegation tactics
BENEFITS
As well as competitive pay scales, we offer generous holiday entitlement. We also offer opportunities for further salary progression based on performance, and the opportunity to join a contributory pension scheme.
Qualifications • IOSH qualification • First Aid qualification • Management Qualification
For more information on the benefits of working at the University of Derby go to the Benefit pages of our website.
Experience • Background within Facilities or Hall of Residence (or similar) • Experience and knowledge of deal- ing with welfare issues (ideally with young adults) • Background of managing teams
OUR PEOPLE The University of Derby is committed to promoting equality, diversity, and inclusion. However you identify, we actively celebrate the knowledge, experience and talents each person brings. Our students come from a wide range of backgrounds; therefore we are particularly interested to hear from applicants who will help our leaders and teams be more reflective of our student population.
HOW TO APPLY For a confidential conversation please contact our retained advisors Han- nah Searle (hannah.searle@mrgglobal.com) of The Management Recruit- ment Group on 0203 962 9900. Applications should consist of a comprehensive CV (of not more than 4 pages) and a covering letter (of not more than 2 pages). Applications should be sent to hannah.searle@mrggobal.c o m The closing date for applications is 11th December 2023. As a dynamic community dedicated to learning discovery and enterprise, the University of Derby recognises the value of a truly diverse workforce and the contribution that every individual can make. In order to achieve and maintain excellence, we aim to create an environment that respects the diversity of staff and students and enables them to achieve their full potential, to contribute fully, and to derive maximum benefit and enjoyment from their involvement in the life of the University. The University therefore welcomes and encourages job applications from all sections of the local, national and international community. We will se- lect the best candidate solely on the basis of merit and ability to do the job. Unjustifiable discrimination based on gender, race, age, disability, religious or political beliefs, sexual orientation or any other reason will form no part of our selection process. Data provided on equality and diversity will be used in compliance with the University’s Data Privacy Statement in relation to the recruitment process and help the University monito the effectiveness of its Equality and Diver- sity policy in this area.
CredAble Employer As an employer we are committed toensuring we fully support our disabledemployees. We are therefore very proud to be the first organisation in the UK to be awarded witha CredAble Employer Mark. Athena Swan The University signed up to be amember Member of the Athena Swan Charter in March 2014. Membership provides us with a useful tool to benchmark our progress, enablingfemale
academics to fulfil their potential and act asrole models across the University andexternally. Stonewall “People perform better when they canbe themselves” -Stonewall We are proud to be members of theStonewall Diversity Champions programme. Taking part in Stonewall’s Workplace Equality Index is an effective way for our University to measure its efforts to tackle discriminationand create an inclusive workplace for our lesbian, gay and bisexual employees. Find out more about equality and diversity at Derby University at: www.derby.ac.uk/about/organisation/hr/ equalityanddiversity
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