PRINCIPLE ACCOUNTABILITIES • Lead the delivery of high quality customer service and student experience and instil a customer oriented culture across the team. • Drive the commercial performance of the team and setting final performance objectives delivering value for money and cost efficiency. • Lead the development of the UCL Residences Strategy across the student and staff accommodation. • Lead procurement and contract management of residences held via nominations agreements. • Lead the development and implementation of customer service and student experience initiatives. • Establish, develop and regularly review strategy, policy, business plans and forecasts relating to all aspects of the role. • Establish and deliver performance targets (financial and non-financial) targets against agreed service standards. • Continuously monitor and review services; identify and implement service, operational and financial improvements. • Contribute as member of the Estates Leadership Team in the delivery of the Estates Vision and Strategic Operating Plan.
• Ensure provision of sufficient accommodation of appropriate quality and location to meet the UCL Guarantee and that supports an excellence student experience. • In conjunction with Student Registry Services, ensure that there is an integrated mix of pastoral and facilities services to support students living in UCL residences. • Lead setting of rental charges for all Halls, working closely with relevant stakeholders. • Develop, manage and control the Campus Services, including Residences, budget and seek to drive continuous financial and service improvement. • Collaboratively work with Director of Sustainability to ensure alignment in all services with the UCL Sustainability strategy.
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