King's College London - Head of Cleaning

Head of Cleaning Candidate Information Pack

“Im fully committed to ensuring my directorate delivers to this progressive and ambitious philosophy ensuring we meet the strategic aims of the university, and improving the experience of staff, students and our communities”. Nick O’Donnell MRICS MCIBSE IEng Director of Estates & Facilities King’s College London


King’s College London

Estates and Facilities

King’s Cleaning

Job Description & Person Specification

Further Information & Application Process


Since its foundation almost 200 years ago, King’s College London has been central to the establishment of London as one of the world’s foremost centres of academic excellence.

Situated in the heart of what, by any measure, is one of the world’s most dynamic and international cities, King’s benefits from being shoulder-to-shoulder with London’s great institutions.

While King’s has a proud history, which has served the King’s family well for generations and made a profound contribution to modern life and society, King’s is neither captured nor defined only by its past. Indeed, King’s aspires to tackle global challenges and serve society in a way that is contemporary, forward-looking and unrestrained.

King’s is: • one of the top 25 universities in the world (2016-17 QS international world rankings) • the fourth oldest university in England • research-led and based in the heart of London.

King’s has over 27,600 students (including nearly 10,500 postgraduates) from some 150 countries and almost 6,800 employees.

King’s provides world-class teaching and cutting-edge research: • In the 2014 Research Excellence Framework (REF) King’s was ranked 6th nationally in the ‘power’ ranking, which takes into account both the quality and quantity of research activity, and 7th for quality according to Times Higher Education rankings • Eighty-four per cent of research at King’s was deemed ‘world-leading’ or ‘internationally excellent’ (3* and 4*) • The university is in the top seven UK universities for research earnings and has an overall annual income of more than £684 million. King’s has a distinguished reputation in: • the humanities • law • the sciences, including health areas such as psychiatry, medicine, nursing and dentistry • social sciences, including international affairs.

King’s is in The Complete University Guide’s Top Ten for: • Business Management Studies • Classics & Ancient History

• Dentistry • Education • Food Science • History • Law • Music

King’s has influenced many of the advances that shape modern life, such as: • the discovery of the structure of DNA • research that led to the development of radio, television, mobile phones and radar • being the largest centre for the education of healthcare professionals in Europe.

About the Directorate of Estates & Facilities

King’s Directorate of Estates & Facilities is a key enabler of the university’s Strategic Vision 2029 and we have created a strategy which demonstrates our intent and sets out how the Estates & Facilities team will support the ambition of the university’s strategic vision.

Our philosophy has been developed using the Guiding Principles outlined in Vision 2029; we have worked with the teams across the other support

functions, with our academic and research colleagues and our students so that we can ensure that the communities we serve are at the very heart of the directorate’s work. We know that everyone in King’s interacts with our physical assets and relies upon our service delivery therefore they need to:

• be seamless • to work • be sustainable and safe • be enabling • support work and learning and; • enable growth

As King’s continues to mature and grow the task of developing, maintaining, managing and driving value from our physical infrastructure will become more complex. The Estates & Facilities strategy holds together our vision and ensures we can measurably improve the learning and working experience of our student, staff and partners. Meeting our aims will not be without its challenges. Operating in central London means that King’s has some unique challenges ahead with an ambition to grow student numbers and the level of research we undertake. This means we will need to make wise choices about where we focus our effort and resources. We will need to be clear about how we prioritise activity to ensure our decisions can support the overall purpose of King’s. We have a finite amount of space and resource and it is our job to help King’s manage our assets well. King’s has five campuses in central London consisting of more than 100 buildings ranging in age from the 1780s to the current day. Many are listed and of great architectural significance. The campuses house a diversity of spaces, including teaching and learning environments, cutting edge research facilities, two chapels, cafes and restaurants, gyms and student residences.

The Estates & Facilities team employs ~ 1000 people with a vast range of expertise and skills, operating and maintaining facilities and providing services to ensure King’s remains one of the world’s top universities.

About Facilities Management

We deliver integrated campus-based services: full range of hard and soft FM services, i.e. those delivered by Campus Operations and Engineering. Including in-house cleaning and security services. Our customer’s experience at each campus must be seamless and the quality of service we provide must be consistent across campuses.

About King’s Cleaning

Following the insourcing in Aug 19, the Head of Cleaning will ensure operational effectiveness and stability whilst working closely with the Associate Director of Facilities (Cleaning and Security Services) to imbed significant change into the service and organisation leading to a service utilising best practise in cleaning standards. The Head of Cleaning will provide highly visible and authentic leadership to a large and multi-site team whilst we transition to a new method of service delivery. The Head of Cleaning will lead the team to deliver world class customer service for a world-class institution with a focus on enhancing the student experience whilst still ensuring a safe environment and value for money.


Post title

Head of Cleaning


Estates and Facilities Facilities Management

Directorate Grade/salary

Grade ALC6, £60,000 - £65,000 per annum inc. £3,500 London Weighting Allowance per annum

Hours of work

Full time (35 hours per week)

Period of appointment

Indefinite Contract

Responsible to Responsible for

Associate Director of Facilities (Cleaning and Security Services)

Cleaning Operations Team (~250 people)



Role purpose

The Head of Cleaning will head up a newly insourced cleaning team across multiple sites and will be responsible for the operational effectiveness and direction of the cleaning team at King’s College London.

Following the insourcing in Aug 19, the Head of Cleaning will ensure operational effectiveness and stability whilst working closely with the Associate Director of Facilities (Cleaning and Security Services) to imbed significant change into the service and organisation leading to a service utilising best practise in cleaning standards. The Head of Cleaning will provide highly visible and authentic leadership to a large and multi-site team whilst we transition to a new method of service delivery. The Head of Cleaning will lead the team to deliver world class customer service for a world-class institution with a focus on enhancing the student experience whilst still ensuring a safe environment and value for money. This role will be key to ensuring that the service fulfils the Estates and Facilities strategic aim which is ‘to deliver trusted, responsive and consistent services enabling our communities to achieve their aspirations making the world a better place.’ The role will also involve provision of professional advice, guidance and direction to the wider College community in matters of cleaning. The postholder will also assist senior management in the development of appropriate business continuity plans and ensure they remain ‘fit for purpose’.

Role profile

Team Leadership

Leading the team to ensure they quickly feel part of the ‘King’s Family’, removing any historic contractor/client tensions and be instrumental in building a ‘one team’ approach with security colleagues.

Ensure a fit for purpose and efficient team with effective line management throughout the team utilising King’s policies to manage all aspects of performance

Due to the nature of the service (7day a week/early morning service delivery) and the wide dispersal of staff across the King’s College London estate, the post holder will encounter, and need to resolve, inherent challenges in maintaining effective leadership of a disparate team Responsible for the pastoral and performance management of the Cleaning Team, ensuring that staff receive adequate training, support and direction to be competent in their roles and operate with the highest standards of professionalism and customer service.

Lead a programme of continuing professional development and ensure that all cleaning staff are appropriately

qualified and trained in various cleaning and customer service initiatives in particular to ensure that all managed staff, including third party service providers, have completed the Fit For King’s customer service programme and have adopted Fit For King’s behaviours. Act as a role model for professional behaviour and best practice while creating an environment that motivates staff, ensuring that they are fully aware of what is expected of them and what success looks like, sharing good practice within the department.

Service Delivery

Ensure the delivery of world-class customer centric services which offer value for money and continuously enhance the student experience

Ensure a consistent service delivery approach across all campuses working closely with Campus Operations colleagues to understand customer and stakeholder requirements

Develop and/or review all policy, practise and procedures for the delivery of cleaning services across the estate

Lead the way in proposing innovative ways to develop and improve the service delivery for all customers including but not limited to product selection, technological innovation, rostering improvements.

The post holder will lead on the cleaning of the King’s Estate, supporting a safe and clean working environment for student and staff which includes the academic community.

Drive improvements in the cleaning standards across the estate and look to use the workforce to make improve- ments in the student experience.

Health and Safety and Risk Management

Ensure full compliance with health and safety legislation in respect of all work undertaken by the cleaning team

Ensure a safe working environment for all staff. Make recommendations to continually improve working practises and efficiency utilising new technology where appropriate

Ensure appropriate 24hr incident management structures are in place including in relation to student support and that these structures are regularly tested

Technical Advice and Guidance

Become a trusted technical advisor to the College on all cleaning matters

Develop strong internal and external networks comprising; service users, stakeholders, Healthcare partners, other multi-agency partners and cleaning industry professionals. Such networks will be used to identify solutions to service issues and requirements, drive up innovation and exchange best practice to develop an exemplary cleaning service at all levels within the College.

Represent the department and providing evidence based, technical advice at a range of internal and external meetings

Provide support and direction to academic departments wherever cleaning should be considered particularly in relation to specialist services

Vision 2029

Support Vision 2029 through delivery of the Estates and Facilities Philosophy through the provision of: - A sustainable service that has the lowest environmental impact possible - Continually reviewing all aspects of service delivery to ensure that all decision making is made with the customers (both student, staff and visitors) at the heart of that decision.

Financial Management

Manage and deliver the service budgets (~£10million) including but not limited to personnel, third party delivered services, and demand-based requirements.

Responsible for effective contractor, supplier and vendor management to deliver performance in accordance with agreed operating models and budgets.

Responsible for competitive tendering, working in collaboration with the FM Contracts & Performance team and the Estates Procurement Office.

Deliver value for money and sustainable cost savings - in line with financial forecasts, pre-agreed savings and efficiency targets - through continuous improvement and innovative delivery programmes.

Monitor and regularly report financial performance for the service to the Assistant Director of Facilities (Cleaning and Security Services)

Ensure all cross charging and interdepartmental billing is managed in an efficient and timely manner.

Performance Management

Development of service delivery metrics to consistently deliver agreed performance standards across all functional areas in the Cleaning team.

Maintain an awareness of cleaning operations in comparable organisations in order to benchmark the College’s cleaning performance.

Others duties as directed by the Associate Director of Facilities (Security and Cleaning) including deputising as required.


Eligibility to work in the United Kingdom

This post does not qualify for a Certificate of Sponsorship under Home Office regulations therefore the university will not be able to offer sponsorship for this role.

Criteria Essential Desirable How identified & assessed *For ‘How identified and assessed’ use: AP - application, AS - assessment, I - interview, P - presentation, R - references Education / qualification and training Senior management qualification or similar X AP Member of an appropriate professional body eg BICSc X AP IOSH qualification X AP NEBOSH/ qualification X AP BICSc Assessor X AP Knowledge / skills Customer focussed approach to service delivery X AP/I Excellent management and leadership skills X AP/I Ability to build and motivate internal a team ensuring alignment with delivery goals X AP/I An ability to build trust and consensus within teams and with stakeholders in the face of differing objectives X AP/I In depth knowledge of the cleaning industry X AP/I

Strong and effective communicator with experience to building strong and effective networks to influence and operate at all levels through the organisation from Executive to front line service areas. Experience Senior cleaning management experience including organisational planning and lead delivery of cleaning function and teams across a multi-site estate Risk management experience, ideally with an FM background, including maintenance of risk registers Experience of delivering significant service improvement and driving up customer satisfaction 3rd party vendor contract management experience including preparation of technical specifications for public tender projects Proven experience of providing expert technical advice to a range of stakeholders













Previous budget management experience >£5m



Experience of delivering cultural change and bringing a team with you Experience of dealing with out of hours emergency situations


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Personal characteristics / other requirements Ability to make sound judgement in pressured environments



An understanding of the current challenges in the HE sector



Completer/finisher mentality to define departmental objectives and deliver sound operational implementation. Tenacity in achieving objectives to deadlines Welcome challenge in an open, participative and transparent style Role specific requirements Experience of maintaining effective leadership of a disparate team








Competent in MS Office software


Experience of CAFM (or related Systems) software



Experience of industry Time & Attendance and Quality Monitoring software X


Experience in a unionised environment



Expect from time to time to work outside normal working hours



Spanish and/or Portuguese speaker



University of Surrey


Further Information and How to Apply For a confidential conversation please contact our advisors Rob Cullum and Michael Hewlett of The Management Recruitment Group on;

E: T: 020 3962 9900

E: T: 020 3962 9900

Applications should consist of a comprehensive CV (of not more than 4 pages). Applications should be sent to and

Closing date for applications: Sunday 29th March 2020.

52-54 Gracechurch Street, London, EC3V 0EH.

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