UPP - Residences Director




APRIL 2018




Introduction to University Partnerships Programme


Our Partnerships


The Student Experience


The role of the Residences Director


Job description


Person specification


Further information and application process

University of Nottingham




University Partnerships Programme


Our vision is to deliver the very best student experiences, in partnership with great universities. Our mission is to create exceptional academic infrastructure and support services in partnership. We design and develop high quality, affordable, student accommodation, academic infrastructure and support services. Our unique partnerships enable universities to make best use of their assets, freeing up university resources and improving services to students. Established in 1998, our unique long-term partnership approach means our needs are always aligned with those of our university partners; maximising student occupancy and delivering services of the highest quality. Our business model recognises not only the inherent value of higher education to students, the economy and society, but also the longevity and stability of universities as businesses.

Lancaster University

University of York



In Partnership, for the long term.

We deliver a range of services which can help universities to invest in improvements their estate, or improve student services. Our range of services includes; funding, design, build and operation of student accommodation. We employ over 800 people managing more than 35,000 rooms in operation or development. Our support, delivered in partnership, is helping 16 UK Universities to upgrade their estates, make best use of their physical assets, improve services and enhance the student experience. In the last decade we have provided more than £2billion in new funding, supporting our partners to invest and grow, to meet demand and improve the student experience. Any UK University with a strong strategic vision can benefit from a partnership with UPP, or access our range of services.

Our University Partners

Imperial College London Lancaster University Leeds Beckett University Loughborough University Nottingham Trent University Oxford Brookes University

1172 Rooms / FM Services

4347 Rooms / Eco-Residences / FM services 2038 Rooms / Eco-Residences / FM Services

1310 Rooms / FM Services

4402 Rooms / Academic / Retail / FM Services

771 Rooms / FM Services

Plymouth University

1754 Rooms / Academic / FM Services

University of Bath

941 Rooms / Hard FM Services

University of Exeter

2569 Rooms / Academic / FM Services

University of Kent

1840 Rooms / Eco-Residences / Academic / FM Services

University of Nottingham University of Reading

2223 Rooms / FM Services

4971 Rooms / Accommodation Office / FM Services

University of York

1043 Rooms / FM Services 1711 Rooms / FM Services

University of London

University of Hull

Project launch 2017 to deliver 1,750 new Rooms

Swansea University

2,021 Rooms / FM Services



Student Experience

Great space and services with student experience built in.

Our partnerships support universities to create environments within which students can live, study and thrive. We manage the needs of more than 35,000 students every term so we never stop learning and we share our experience with our partners. We also know that every University is as unique as the thousands of students it serves and this ensures that we are never complacent, and never take a one size fits all view.

Listening, responding, adapting

Students can be demanding and their needs constantly evolve.

Independent qualitative and quantitative research helps us understand the evolving needs of students and face to face focus groups, and regular surveys with our residents enable us to check and adapt our approach quickly. As specialists, the quality of our staff and their in-depth understanding of the unique environment and the people for whom we provide services, enables us to support universities, understand their aims and their strategy and together deliver tangible improvements to the student experience. Our design teams work to understand how students want to use space, and how they interact with each other, leading to seemingly small improvements to the specification of a bedroom, or major changes that impact on construction or technology.

At UPP we aim to deliver great places to live, with student experience literally built in.

Long-term, stable growth

Our clearly defined strategy for growth is based on our overarching mission to be the strategic partner of choice in the delivery of infrastructure and asset management services to UK universities. Our model is focused on long-term partnerships, supporting universities in improving the quality of their physical infrastructure and services to students. In aligning the interests of both parties, our unique approach provides security in the delivery of revenues and in turn, expected returns to investors.

Our strategy will:

• Grow the number of partnerships we have with selected universities

• Increase the number of student rooms under management

• Deepen the existing relationships we enjoy with our current partners • Invest in our staff to ensure we deliver the best customer service • Develop new and innovative ways of funding infrastructure projects • Identify new revenue streams and increase the value of existing revenue streams • Develop innovative solutions for the non-residential requirements of our partners • Wrest the economic benefits of ever more effective procurement



Job Description


Residences Director

Organisation: Location / Spv:

UPP Residential Services Limited UPP (Nottingham) Limited

Reports To


Regional Director

Direct Reports:

2 Deputy General Managers, Compliance Manager, Out of Hours Manager and Maintenance Manager.

University Partnerships Programme (UPP) works in partnership with universities to provide a service that includes the funding, design, build, management and operation of residential student accommodation and academic buildings. UPP is the largest partnership provider of student accommodation in the country. It currently owns, operates or has under construction around 35,000 rooms for 16 university partners, has invested over £1.4 billion in the sector and has an impressive pipeline of potential projects. UPP Residential Services Limited (URSL) primarily delivers a full range of Facilities Management (FM), and Asset Management services to the university sector. URSL’s aim is to be the leading provider of quality accommodation and estate management services in partnership with the Higher Education Sector. At each university partnership URSL supply a local team, which manages, and provides services for, the scheme to which they are assigned. The team provides the day-to-day face of the partnership, providing a high level of customer service and effective and efficient facilities management, ensuring every aspect is delivered to URSL’s high standards. Since 2002 UPP (Nottingham) Limited, plus UPP (Clifton) Limited and UPP (Byron) Limited, has worked in partnership with Nottingham Trent University and provides hard, soft and security FM services to residents of 4,402 rooms.

Plymouth University



Purpose of the job

Deliver the highest standards of service to enhance the student experience, by providing services, to defined contractual standards, through directly employed and sub contracted teams, to the partner University and stakeholders. In addition the post holder is responsible for supporting the UPP Group strategy to deliver 45,000 rooms by 2022.

Dimensions of the job

The Residences Director (RD) reports to the Regional Director for the Central Region and is responsible for 165 staff delivering hard, soft and security services to the 3 SPV’s at Nottingham Trent University, where there are 4,402 rooms. The RD is responsible for managing annual budgets of £24 million (rent), £1.2 million (utilities) and £4 million (staff and site operating costs) and delivers revenue targets set by the business for summer vacation and third party income. The RD manages liaison and performance monitoring between the University and UPP and ensures Health, Safety, Environmental & Quality compliance, and plans and delivers the annual PPM and lifecycle programmes within defined timescales and budget.

Principle Duties and Responsibilities

Service Delivery

• Responsible for delivery of all contractual and statutory obligations in a timely, cost effective and efficient manner • Monitor service delivery functions to ensure excellence in the student experience as well as being commercially effective, compliant with the underlease, facilities management contract and service level agreement • Monitor the quality of service delivery ensuring that the Service Level Agreements are met and high levels of customer satisfaction are delivered

• Identify and manage the operations in line with the Company’s risk management process

• Monitor the quality and cost effectiveness of suppliers and services for the site

• Carry out condition surveys and develop and manage a lifecycle plan

• Plan and deliver the annual PPM programme within the defined timescale and budget

• In conjunction with the projects and lifecycle teams, develop our product both in respect of physical developments and service delivery

• Lead on projects, eg mobilisation of new business

Purpose of the job

• Involvement in UPP wide Project Groups

People Management

• Motivate, develop and co-ordinate the team to deliver the Company’s business strategy including recruitment, induction, training needs analysis and performance management, as required

• Provide leadership and direction to the team to maintain competitive advantage

• In line with the Company’s 5 year business plan, effectively and efficiently manage staff turnover

• Maintain Investors In People (IiP) Accreditation

Health, Safety, Environmental and Quality

Nottingham Trent University

• Ensure the site is compliant to both statutory and UPP obligations ensuring all systems, processes and policies are in place, complied with, monitored and recorded • Ensure all appropriate HSE reports are provided within the timescales identified by the HSE team, and sent through to Head Office in a timely manner

• Ensure all staff are, appropriately and suitably trained in and aware of their HSE duties and responsibilities

• Ensure the requirements, and remedial actions of audits and inspections, both internal and external (ISO 9001, ISO 1400 and OHSAS 18001), are met including Water Risk Assessments and Fire Risk Assessments

• Ensure an appropriate Site Safety Coordinator is identified, appropriately trained and ensure continued support to the National Forum

• Be the formally Appointed Person and responsible for delegating (as appropriate and training will be provided) for the site for:

a. L8 Water Management Systems b. Fire Safety Management c. Mechanical Responsible Person d. Electrical Responsible Person

University of Kent



Purpose of the job

Financial Management

• Deliver the revenue targets (term time rent, summer vacation income)

• Identify other appropriate revenue generating opportunities which enhance the service provided

• Prepare budgets for Board approval; then deliver and manage the budgets, reporting to the business on an on-going basis

• Ensure that financial procedures and policies are followed, e.g. approving and authorising expenditure to authorised levels following company procedures

• Monitor, manage and facilitate the reduction of the utility usage on the site through implementation of the utility reduction plans

Stakeholder Management & Business Development

• Be proactive and lead the partnership with the Nottingham Trent University to understand and anticipate their needs • Develop continuous improvements to support the University’s needs and identify opportunities to extend the partnership

• Lead the delivery of excellence in student experience within the business

• Devise, agree and deliver action plans, using student feedback, to focus on service improvements

• Positively promote the core UPP brand and values at all times

• Liaise with the university client, student bodies (e.g. student union) and individual students over matters covering all aspects of the accommodation


• Be part of the management escalation procedure

• Other duties commensurate with the post

• Travel to other locations, including UPP sites and Head Office, as required

Nottingham Trent University

University of Kent



Person specification The candidate should demonstrate a sound understanding in the following criteria:

Attributes Essential criteria

Desirable Criteria Higher Education sector experience Previous Accommodation Management experience Project Management skills

Experience Experience in a similar background – HE accommodation/hospitality service industry

Experience in delivering excellent customer service

Skills/Ability and Knowledge

Able to demonstrate a thorough understanding of general management techniques in a complex organisation

Able to interpret and draw conclusions from financial data; budget management skills

Have a good understanding of health, safety and environmental legis- lation, with the ability to understand how to work in a healthy and safe manner

Self sufficient in IT (Intermediate Excel, Word, Outlook)

Effective report writing

Education/ Qualification

Educated to HND / degree standard in a relevant discipline

Member of BIFM or other relevant

Evidence of Continuing Professional Development

professional organisation

Exceptionally, able to cite a substantial amount of successful senior management experience in Facilities Management or in a related field with a demonstrably successful track record

Health and Safety qualification eg Nebosh General Certificate or IOSH Managing/ Supervising Safely

Personal Qualities

Strong interpersonal and communication skills

Able to adapt to different situations

Capable of liaising with all parts of the business internally and externally; including the ability to promote a partnering culture with clients, customers and stakeholders Strong leadership qualities and the personal skills required to develop and lead an effective and well-motivated, multi-disciplinary and multi-task site team

Able to travel to other UPP sites/head office from time to time

Further information and application process

The salary level for this role is up to £75,000 p.a. plus up to a 20% bonus. The postholder will also receive 29 days annual leave plus bank holidays, a 5% employer pension contribution. For a confidential discussion to learn more about the role and opportunity please contact the UPP’s appointed recruitment partners Michael Hewlett and Charlotte MacGregor of The Management Recruitment Group.

Michael Hewlett T: 0208 892 0115 M: 07972 579 938 E: michael.hewlett@mrgpeople.co.uk Charlotte MacGregor T: 0208 892 0115 M: 07852 131 794 E: charlotte.macgregor@mrgpeople.co.uk

Applications should consist of a comprehensive CV and supporting cover letter. Applications should be sent to

michael.hewlett@mrgpeople.co.uk and charlotte.macgregor@mrgpeople.co.uk.

The closing date for applications is 20th May 2018

Following the closing date, applications will be reviewed and UPP will undertake selection interviews during the week commencing 28th May 2018.

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