Residence Manager Candidate Information Pack
Contents
Background University of the Arts London (www.arts.ac.uk) is a hotbed of creativity, innovation and invention across the knowledge economy. It draws together six Colleges with international reputations in art, design, fashion, communication and performing arts. The University has a world-class reputation and is made up of 6 equally renowned Colleges, Camberwell College of Arts, Central Saint Martins, Chelsea College of Arts, London College of Communication, London College of Fashion and Wimbledon College of Arts. UAL is home to a diverse body of 19,000 students from 130 countries. We are proud of our international student and staff community, creating a vibrant, multi‐cultural environment.
Background
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Accommodation Services Pages 6-7 Job Description & Person Specification Pages 8-13 The Recruitment Process Pages 14-15
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University of Arts London University of the Arts London is in the top 5 universities in the world for art and design.
• Over two thirds of the winners of British Designer of the Year are UAL alumni. UAL alumni have taken home the award for the past three years running (2015 – 2017). • 14% (20) of the Current Royal Designers for Industry are UAL alumni. • Over half of the fashion designers that showed at London Fashion Week 2018 are UAL alumni. • Other alumni have gone on to take home some of the industry’s most prestigious art and design awards including BP Portrait Award, Jerwood Prize, Taylor Wessing Photographic Portrait Prize, Queen Elizabeth II Award for British Design, Minerva Medal, BAFTAs, Golden Globes and Oscars.
They offer an extensive range of courses in art, design, fashion, communication and performing arts. Their graduates go on to work in and shape creative industries worldwide. UAL has produced over half of all Turner Prize winners since its inception in 1984. • Half the Turner Prize nominees and both winners for 2016 and 2017 were UAL alumni • 36 of the 77 Royal Academicians are UAL alumni, serving or former staff.
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Accommodation Services
UAL Accommodation Services is a vibrant multidisciplinary and diverse team, priding ourselves on innovation, high standards, customer focus and student experience. We currently accommodate over 3,200 students in 12 halls of residence located throughout London on fixed term tenancies. The department is comprised of Central Accommodation, Residential Operations, Communications and Marketing, Finance, a Social Programme and a Commercial Summer Business.
We’re really excited to welcome Archwood House to our halls’ portfolio in September 2022. Built exclusively for UAL students, the building is a new development, with modern features and furnishings throughout. It is located in Camberwell, which is an ideal location for students studying at Camberwell College of Arts, and London College of Communication. It is also a short bus ride or cycle into the centre of London.
Further information can be viewed on their website at https://www.arts.ac.uk/study- at-ual/accommodation/halls-of-residence/archwood-house
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Job Description
leased halls and the processing of these through the accommodation management software in line with the University’s financial regulations. • Working with the Accommodation Services team organise and supervise all residential matters in the designated Hall including the allocation of rooms, check in/out process, transfers, early departures, etc. • In conjunction with the Accommodation Services Finance team enforce the residential debt management process and when necessary, apply to the court for possession or a money judgement. • The role holder will act as the primary point of contact for all initial investigations & management of breaches of tenancy in their designated Hall. In respect of any incidents/disciplinary issues notified by residents or the Accommodation Provider, ensuring all relevant action is executed in accordance with the Tenancy Agreement and fully documented and will update all relevant systems and if required escalate to the Residence Manager (Intervention, Welfare & Conduct). • Meet regularly with the Wellbeing and Social Reps to review recent events and pastoral cases, providing advice and guidance where necessary. Produce a report following the meeting, escalating relevant cases. • Working in-conjunction with the Residential Operations Manager (Business Standards & Compliance), ensure the Accommodation Provider organises and executes day-to-day housekeeping, security and maintenance arrangements for the building and external areas ensuring compliance with Health & Safety and related relevant regulations e.g. Fire, Water, Gas, Lifts, etc. • Working in-conjunction with the Residential Operations Manager (Business Standards & Compliance), through monthly meetings and frequent reporting ensure the Accommodation Provider organises and executes all the services specified under the lease agreement in accordance with the relevant lease agreement, legislation, regulation or Approved Code of Practice. This includes but is not limited to Finance, Building Maintenance, Plant and Equipment, Energy & Sustainability. • In conjunction with the Accommodation Provider conduct joint termly inspections of rooms and communal areas ensuring appropriate action is taken based on findings. Undertake a full annual building inspection producing a report considering the landlord’s obligations under the lease agreement, ensuring compliance with relevant legislation, regulations and codes of practice. • Ensure conversance with Health & Safety law and secondary legislation in the context of building management taking proactive steps to manage the Health, Safety and security of all residents. This will include but is not limited to managing the timely provision of aids & adaptions, the review of fire risk assessments, other risk assessments and method statements, undertaking site audits and visual inspections. To produce frequent reports, escalating any code of practice or non-compliance within appropriate timescales to the Residence Manager (Health and Safety). • Work with relevant internal stakeholders to ensure all processes, policies, procedures, systems and software are fit for purpose in respect of residence management. Recommend and implement solutions to address ineffectiveness and inefficiencies • Build and maintain good relationships with local stakeholders, including but not limited to the emergency services and Tenants’ Associations. Commercial Summer Business: • Support the Summer Business Leadership Team and the Accommodation & Sales Executive in the practical delivery of the summer business programme. • Assist the Accommodation & Sales Executive when undertaking the annual planning that is required to operate a successful Summer Accommodation business which includes (but is not limited to) sourcing appropriate information and providing support to the annual process of rate setting, agreeing dates, the availability of accommodation and liaising with the relevant property providers regarding planned maintenance and refurbishment of Summer Halls. 9
Job title:
Residence Manager (Commercial Business) Residential Operations Manager
Accountable to: Contract length: Hours per week: Weeks per year: Salary:
Permanent
£40,454 - £44,865
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What is / Who are Accommodation Services? The University of the Arts London is a higher education institution specialising in art, design, fashion and media, which is comprised of Camberwell College of Arts, Central Saint Martins, Chelsea College of Arts, London College of Communication, London College of Fashion and Wimbledon College of Arts. It is Europe’s largest provider of education in art, design, fashion, communication and the performing arts which brings together over 19,000 students from over 100 different countries, including 2,250 further education students, 14,000 undergraduates and 2,700 postgraduate and research students. Accommodation Services currently accommodates over 3100 students in 12 halls of residence located throughout London on fixed term tenancies. The department is comprised of Central Accommodation, Residential Operations, Communications & Marketing, Finance, the Social Programme and Commercial Summer Business. We are a truly vibrant multidisciplinary, multicultural and diverse team, priding ourselves on innovation, high standards, customer focus and the student experience. What is the purpose of the role: The post holder will be an experienced Residence Manager specialising in Commercial Business management and will provide support within the department for activities related to the growth, management, administration and operation of Summer Accommodation business under the guidance of the Summer Business Leadership Team, though line managed by the Residential Operations Manager (Business Standards & Compliance). On a practical level, this means assisting with overseeing the resources required to successfully deliver the current £1million business across the portfolio during the summer months. On a strategic level, the post holder will support the development of the business’ achievement of targeted growth year on year, and continuing building a reputation for high quality customer service and delivery. The post holder will also be responsible for the effective management of a designated hall, occasionally, providing support or cover at other halls or sites in the portfolio. As a member of the department’s senior management team, the role holder will be expected to contribute to the continual development of the department, encouraging innovation and assisting in ensuring that policies and procedures in relation to Commercial Business are fit for purpose and reflect best practice.
Duties and Responsibilities: Residence Management
• Will be a point of contact for all residents, both in person, by telephone or email. Respond to and deal with general enquiries (signposting as necessary), in accordance with standard operating procedures, statutory guidelines, relevant service level agreements and codes of practice, ensuring a customer focused approach. • Review and agree monthly damage charges as assessed and provided by the accommodation provider in
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• Collaborate with the departmental operational teams, supporting the process of planning how best to deliver the Summer Accommodation business. Provide the team with regular communication and updates throughout the year to ensure they are kept up to speed with bookings and can input their ideas to assist with the improvement and enhancement of the service. • Assist in the financial management of the Summer Accommodation business by supporting the Summer Business Leadership Team and the Accommodation & Sales Executive in the creation and implementation of an annual sales strategy to achieve/exceed annual income targets as agreed with the Associate Director. • Assist in benchmarking current services against competitors, and support the identification of potential new target markets and opportunities for product and service innovation. • Assist with the necessary resource planning regarding Summer Business, in particular the recruitment and training of temporary summer staff. • Collaborate with the departmental lead for Health and Safety to ensure that the Summer Business operation complies with all relevant legislation and guidance. • Ensure that any IT systems related to the summer business which support customer experience, productivity and reporting are optimised. • Work with the administrative team to collect and analyse customer feedback. • On a rota basis, respond to and assist out of hours teams when they are unable to deal with any issues relating to Summer Business. • Commit to continuous professional development, sharing knowledge & expertise with the wider team to support service delivery in line with best practice. Other Conditions (for senior staff, where appropriate) As a senior member of the University the following applies: • You are expected to work such hours as are reasonably necessary to fulfil the duties and responsibilities of the role. • You may be required to work such additional/different hours as may from time to time be necessary for the proper and efficient discharge of duties which may include evenings, Saturdays, Sundays and bank holidays. • You may be required to regularly travel to other sites as necessary. General • Assume other reasonable duties consistent with your role, as determined by a senior manager, which may be assigned to you anywhere within the University. • Undertake health and safety duties and responsibilities appropriate to the role. • Work in accordance with the University’s Equal Opportunities Policy and the Staff Charter, promoting equality and diversity in your work. • To personally contribute towards reducing the University’s impact on the environment and support actions associated with the UAL Sustainability Manifesto (2016 – 2022). • Undertake continuous personal and professional development, and support it for any staff you manage through effective use of the University’s Planning, Review and Appraisal scheme and staff development opportunities. • Make full use of all information and communication technologies in adherence to data protection policies to meet the requirements of the role and to promote organisational effectiveness. • Conduct all financial matters associated with the role in accordance to the University’s policies and
procedures, as laid down in the Financial Regulations. Key Working Relationships • Associate Director, Retail, Catering and Accommodation • Residential Operations Managers • Residence Managers • Accommodation Services Manager and team • Accommodation & Sales Executive • Marketing & Communications Manager and team • Student Experience Manager and team • Residence Assistants and Wardens • Finance team • Accommodation Partners’ management teams • University’s Health & Safety team
• Student Services • Dean of Students • Estate Services
Specific Management Responsibilities • Budgets: Hall Improvement Budget • Staff: Temporary summer business team based in Halls (maximum 12) • Other (e.g. accommodation; equipment)
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Person Specification
Specialist Knowledge/Qualifications • Degree or equivalent experience • Previous direct experience
planning skills with a wide degree of creativity and latitude Research, Teaching and Learning • Demonstrates capacity to share knowledge and experience. • Willing to develop capabilities Professional Practice • Works collaboratively in a team and where appropriate across or with different professional groups. • Continually develops own area of specialist knowledge Planning & Managing Resources • Manages resources effectively and with financial caution to ensure delivery of a high quality but cost -effective service • Plans, prioritises and organises activities to achieve objectives within the allotted period Teamwork • Uses initiative or creativity to enhance the qualities available within a team. • Works collaboratively in a team and where appropriate across or with different professional groups Student experience or customer service • Builds and maintains positive relationships with students, relating their actions and or omissions and those of others to the student experience ensuring they are never below an acceptable and reasonable standard Creativity, Innovation and Problem Solving • Suggests practical solutions to new or unique problems. • Demonstrates ability to think laterally and imaginatively when dealing with challenges. Please make sure you provide evidence to demonstrate clearly how you meet these criteria, which are all essential unless marked otherwise. Shortlisting will be based on your responses.
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accommodation management • Knowledge of accommodation management software, including allocations, configuration and finance interface (knowledge of UAL’s KX system and accommodation provider’s TCAS, StarRez systems are desirable) • Previous commercial business management experience Relevant Experience • Relevant experience in managing direct & indirect staff members relationships • Can demonstrate experience in commercial enterprise, financial acumen and ability to manage multi-faceted summer business responsibilities • Experience of: disciplinary management, safeguarding support, welfare and health & safety management within a hall of residence or similar environment • Can demonstrate experience in handling customer service issues and high level problem solving skills • Has experience of tenancy management and all associated activities including breaches, disciplinary actions, inventory checks, damage charge management, inspections, etc Communication Skills • Communicates effectively orally and in writing adapting the message for a diverse audience in an inclusive and accessible way Leadership and Management • Motivates and leads a team effectively, setting clear objectives to manage performance. • Demonstrates ability to deliver focused support to team members as required. • Self-motivated with a positive and professional approach and can when required, work under pressure to tight deadlines with limited support • Demonstrates ability to deliver focused support to team members as required. • Must possess excellent organisational and
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The Recruitment Process For a confidential conversation please contact our advisor Hannah Searle of The Management Recruitment Group.
Applications should consist of a comprehensive CV and a covering statement.
Applications should be sent to hannah.searle@mrgpeople.co.uk Closing date for applications is Sunday 31st October 2022.
The Management Recruitment Group
15 Bishopsgate, London EC2N 3AR
Tel: +44 203 962 9900 www.mrgpeople.co.uk
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