DEPUTY HEAD OF OPERATIONS CANDIDATE INFORMATION PACK
ABOUT US
About UCL Founded in 1826 in the heart of London, UCL is London’s leading multidisciplinary university, with more than 13,000 staff and 43,800 students from 150+ different countries. We are a diverse community with the freedom and courage to challenge, to question and to think differently. Through a progressive approach to teaching and research, our world leading academics, curious students and outstanding staff continually pursue excellence, break boundaries and make an impact on real world problems. Who we are Since 1826, we have championed independent thought by attracting and nurturing the world’s best minds. UCL is a diverse global community of world-class academics, students, industry links, external partners, and alumni. Our powerful collective of individuals and institutions work together to explore new possibilities. • Academic excellence • 29 Nobel laureates • 11 academic faculties • 43,800 students • 14,300 employees • 1st in UK for research strength (REF 2014) • 440 undergraduate programmes • 150+ nationalities represented by student body • 675 postgraduate programmes
UCL’s vision and impact Our distinctive approach to research, education and innovation seeks to further inspire our community of staff, students and partners to transform how the world is understood, how knowledge is created and shared, and the way that global problems are solved. UCL is taking on some of the biggest challenges of our time, and making vital contributions to the public good. As set out in UCL 2034, UCL’s strategy is based on the following principal themes: • Academic leadership grounded in intellectual excellence • A global leader in the integration of research and education, underpinning an inspirational student experience • Addressing global challenges through our disciplinary excellence and distinctive cross-disciplinary approach • An accessible, publicly engaged organisation that fosters a lifelong community • London’s Global University: in London, of London and for London • Delivering global impact through a network of innovative international activities, collaborations and partnerships.
We are continually making an impact on the world we live in.
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2 UCL Deputy Head of Operations
Transforming UCL UCL has embarked on an extensive building and refurbishment programme - Transforming UCL. This is about creating sustainable spaces that meet UCL’s world-class aspirations and commitment to excellence and innovation. Transforming UCL is the largest capital programme in the University’s history. It will see a substantial investment of over £1.25 billion over the next 10 years to refurbish and develop some of our most iconic buildings whilst also bringing forward new world class buildings. Together these will enable and support the University’s continued growth as we continue to build now and for the future.
Creating campuses equipped for the future • £1.25 billion invested in transforming UCL facilities. • Brand new campus UCL East will be home to new degree programmes, research, innovation, and technologies. • The new Student Centre opened its doors in 2019 – an essential space to think, explore, collaborate, discover and challenge. • Astor College, our newly refurbished self-catered hall opened in 2019 winning the award for ‘University Halls of Residence of the Year 2019’. • We teach our students how to think, not what to think. • We are investing £281.6 million into a new purpose-built biomedical facility which will house over 500 scientists from across UCL’s neuroscience community. Candidate Information 5
4 UCL Deputy Head of Operations
LIFE AT UCL
Life at UCL, London Our position in London brings unique benefits, providing all with access to a wealth of opportunities, and enabling us to contribute to everything that makes it one of the world’s greatest cities. A world-leading university in a global city is a powerful and inspiring combination. UCL reflects London’s strengths, and we make significant contributions to London’s impact on the UK, Europe and globally. Our staff and students benefit from being in one of the world’s most celebrated and diverse cities, and they give back by making a real difference to London’s people, economy, communities and culture. At the heart of one of the most dynamic cities in the world • In the London’s Bloomsbury district – traditionally a place for rebels and innovators. • At the heart of the Knowledge Quarter, a consortium of over 90 academic, cultural, research, scientific and media organisations. • Close to a wealth of academic resources – museums and libraries, academic and professional bodies, theatres, hospitals and medical institutes. • Close collaboration and partnerships with leading organizations and iconic institutes – such as the British Library, British Museum, RIBA, Zoological Society of London, Institute of Physics, the BBC, the Wellcome Trust, etc. • Also perfectly placed to foster enterprise and business partnerships (including through UCL Innovation & Enterprise).
UCL Estates UCL Estates, comprising Estates Operations and Estates Development, manages UCL’s entire estate and its facilities infrastructure. This includes property acquisition and management, capital projects, engineering and maintenance, environmental sustainability, safety, security, cleaning, UCL Accommodation and central room bookings. The UCL Estate comprises over 200 buildings valued in excess of £2 billion, more than four million square feet of academic and non-academic space. The scale, variety and complexity of the estate are unparalleled in the sector. UCL Estates places a very heavy emphasis on safety and a strong focus on multistakeholder engagement.
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6 UCL Deputy Head of Operations
UCL Accommodation The multi-award winning UCL Accommodation team sits within UCL Estates and comprises of over 26 halls that house more than 6500 residents. UCL Accommodation has set out an ambitious new vision of becoming the leading provider of accommodation in the HEI sector; delivering an exceptional student experience and embarking on a new strategy to delivery this vision. Our students are at the very heart of this strategy and we work in conjunction with our students to deliver what matters most to them in a way that really amplifies the difference that we as UCL can bring. Most of our halls are close to campus in Bloomsbury, one of London’s most desirable neighbourhoods. We also have halls in Camden and Victoria – exciting areas with their own quirks and treasures. Despite London’s expensive property market and the pressure on student accommodation, UCL’s prices are kept as low as possible and are amongst the cheapest in the area. The team also works hard to enhance the experience of every student staying with us. We believe it’s everyone’s role in the team to help ensure that every resident in UCL Accommodation feels at home. We’re striving to provide every student with an experience as befits one of the world’s greatest universities in one of the most exciting cities on earth. Candidate Information 9
8 UCL Deputy Head of Operations
JOB DESCRIPTION
Post:
Deputy Head of Operations
Department:
UCL Accommodation
Grade:
8
Reporting to: Head of Operations Responsible for: Accommodation Manager(s), OOH and Weekend Property Service Manager(s) and Business Development Manager
Required to provide cover between the hours of 8am- 7pm, Monday-Friday and 9am-5pm on Saturday (if required) Part of the 24/7 on call incident management team
Hours:
PURPOSE OF THE JOB To lead the UCL Accommodation Operation management team in the delivery of exceptional Facilities Management and student experience service across a portfolio of properties. Providing excellent commercial leadership, drive a high quality customer service, effective management of 3rd party contractors ensuring exceptional service delivery across the portfolio. The primary function of the role will be to lead and build the capabilities of UCL Accommodation Team and ensure the operational standard is consistent and standardised across all sites to achieve operational excellence and exceptional student experience. This role will develop a team of leaders across the department through inspiring leadership and management development, and support the department in building and maintaining effective succession pipelines at all levels.
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10 UCL Deputy Head of Operations
KEY TASKS AND RESPONSIBILITIES
Service and Standards • Drive the performance of the Accommodation Areas whilst delivering an exceptional student experience and delivering FM management • Be responsible for implementing best practice across the Accommodation Service Areas through strong leadership, as well as driving a high quality customer service, 3rd party contract management and service delivery • Lead and manage an area of Accommodation Managers and the OOH and Weekend Accommodation Managers; properties; teams and their KPI performance • Manage and develop capability across the Accommodation Managers and their teams, raising performance through coaching/feedback and performance management • To understand commercial and performance aspects of all contracts • Implement and manage performance improvements and student satisfaction • Understand and manage financial performance through financial monthly reviews and the annual budget process • Lead in the mobilisation of new build properties within the UCL Accommodation Department • Lead by example and drive the achievement of the department’s objectives by demonstrating commitment to our values and strategy • Plan, direct and co-ordinate operational activities ensuring effectiveness and value for money, including Accommodation team briefings • Pro-actively manage all site activity by driving excellence through clear and effective direction, delegation and sound decision making • Ensure the management, recruitment, motivation and development of staff and operatives, to deliver the agreed level of service with an appropriate base of suitably skilled and qualified people • Create the environment in which teams and individuals are responsible and accountable for their actions and perform at their best, improve performance and realise their full potential
Learning and Development • Working with senior management, internal stakeholders and external suppliers to deliver best in class development programmes and interventions • Determine training needs and requirements for the Operational Team for continual improvement • Leading the communication of the commercial benefits of great leadership and talent management • Schedule the annual training program aiming for full operational team participation • Work with the Accommodation Managers and site service team to address learning needs • Assess both individual, departmental and organisational learning and development needs using
data from Surveys, Compliance and Operational Audits • Identify skills gaps and future learning requirements
• Contribute to the UCL Accommodation learning and development strategies as appropriate • Co-ordinate the logistics of training sessions required on site (internal & external) with Accommodation Managers (including the OOH & Weekend Team) • Develop an academy approach to the design of a behavioural competency framework and Learning Programmes that support each job level with the business • Evaluate success of learning interventions and feedback to Head of Operations Commercial Management • Leading and manage the commercial team to ensure all commercial targets are met and exceeded • Maintaining market, sector intelligence and understanding, using student surveys, feedback and department objectives to develop effective medium and long term strategies • Contribute towards the commercial business planning ensuring accountabilities are clearly assigned and delivered across the Accommodation Areas • Contributing to the development and cascading of strategies to enhance summer sales opportunity and performance for the department
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12 UCL Deputy Head of Operations
Leadership and Managerial • Deputise the Head of Operations in their absence • Leading the Accommodation site management, OOH and Weekend and commercial Team in the development of high performing and positive service delivery teams • Chairing team meetings to provide updates and recommendations for best practice and cascading all relevant information to the team • Managing and developing members of the area management team, including: ◊ Monitoring work quality ◊ Conducting 1 to 1 meetings ◊ Identifying and managing personal development needs ◊ Managing performance effectively, identifying issues and ensuring management processes are executed appropriately to achieve resolution • Working effectively with core UCL Accommodation functions, developing trusting and effective working relationships, to include: ◊ Human Resources (resourcing, learning and development, employee relations) to manage recruitment, people management, succession planning and training requirements ◊ Marketing, Communication and Student Experience functions in order to deliver exceptional student experience and communications within the area ◊ Estates and Maintenance (technical, procurement, project management, lifecycle, planned preventative maintenance, energy and environment) in order to deliver student satisfaction and protect the long term value of the UCL Assets ◊ Safety Support - Work with the UCL Safety Services and Business Standards Team to deliver and embed a safe work place to live and work • Championing and role modelling all UCL ways of working practices • Effectively communicating the department goals to the team, linking actions to performance and identifying/addressing underperformance • Coaching and mentoring team members and supporting the creation of a coaching culture within the Accommodation area • Establishing and implementing a clear and transparent succession plan for the area • Developing and cascading short, medium and long term Operations and Commercial improvement strategies • Providing inspirational and motivational leadership, and leading by example, ensuring consistency and understanding of UCL Accommodation Department mission, vision and values • Chair Operation service meetings, ensuring participates share best practice across the department and taking ownership of communicating and cascading this to Accommodation team, Commercial and OOH and Weekend Team
• Showing a flexible approach to work and a willingness to undertake all reasonable duties at the request of the Head of Operations • Ensuring the Accommodation Team, Commercial, OOH and Weekend Team work collaboratively to deliver the overall department plan, mission statement and broader objectives • Fostering effective working relationships with third party suppliers, ensuring delivery to the required standards and addressing underperformance issues as appropriate • Taking part in the department on call rota, taking ownership of resolving any incidents that occur whilst on call and offering flexibility in working hours as required Compliance • Ensuring the Accommodation Teams have a clear understanding of the need for compliance and that delivery is in line with requirements • Driving a health and safety culture across the Accommodation Teams ensuring an awareness and understanding of Health and Safety policy and that safety procedures are adhered to at all times • Collaborating with the Business Standards Manager in the development of new standards and the review of existing to ensure operational practicality and to drive standards through the operational teams to ensure consistency of service and high standards of student experience Student Experience • Create and maintain an environment for residents that is community minded, respectful, progressive and caring • Assist in the co-ordination of all resident social events • Ensure the UCL Accommodation Brand Standards and Student Experience Standards are implemented consistently across all of the properties in collaboration with the Marketing, Communications and Student Experience team • Leading by example, ensuring consistency of approach and understanding of the behavioural values of UCL and the department • Meet regularly with the Hall Reps, Wardens and SRAs to ensure the operational service meets expectation and all feedback is documented for further action or review • To investigate complaints and correspond efficiently with key stakeholders and students • To liaise with the Marketing, Communications and Student Experience team, in regards to related matters
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14 UCL Deputy Head of Operations
Performance and Key Performance Indicators (KPIs) • Leading the Accommodation Service team(s), Commercial, OOH and Weekend Service Team to deliver on service and standard goals through developing and driving a high performing and Customer Service Experience • Leading the team to deliver on service and commercial goals through developing and driving a high customer Service and financial performance • Developing and cascading strategies to ensure the delivery of KPIs within the area, including measures for: ◊ Health and Safety ◊ Operational Compliance ◊ Student/Client experience and satisfaction ◊ Commercial Income Target ◊ 3rd Party Contract Management ◊ Financial (Net Operating Income and Debt Recovery) • Maximising net income through the use of good commercial practice and management • Promoting the UCL Residences mission, vision and values in all activities undertaken Special Conditions a. Due to the nature of the work within UCL Accommodation the hours of work will vary depending on operational requirements and may at times include weekend and evening work, for which appropriate time off in lieu given b. The duties of the post will dictate attendance by the post holder at University sites outside normal office hours. Such attendance outside normal office hours will be as directed by the Head of Operations from time-to-time. Where these out-of-hours duties are undertaken the post holder will be given time off in lieu in accordance with the UCL Accommodation procedures c. Due to the demand on the service the post-holder will be discouraged from taking annual leave during the Department holiday embargo
This job description reflects the present requirements of the position. As duties and responsibilities change and develop the job description may require review and may be subject to amendment in consultation with the post holder. In carrying out the above duties the post holder is expected to: • Adhere to UCL policies including Financial Regulations and ‘Equal Opportunities’ • Participate in staff meetings and training as required • Maintain an awareness and observation of Fire and Health & Safety Regulations • Work in a resource efficient way and actively support UCL’s Sustainability policies and objectives within the remit of their role • Environmental sustainability • Demonstrate a commitment to UCL’s values: ◊ Commitment to excellence and advancement on merit ◊ Fairness and equality ◊ Diversity ◊ Collegiality and community-building ◊ Inclusiveness ◊ Openness ◊ Ethically acceptable standards of conduct ◊ Fostering innovation and creativity ◊ Developing leadership
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16 UCL Deputy Head of Operations
KEY REQUIREMENTS
Essential • Operational leadership experience within a customer facing environment, including performance management, people development, coaching or mentoring experience • Previous success in developing and managing high performing teams • Track record of leading multi-functional, area teams in the delivery of excellent customer service • Good practical understanding and application of employee relations • Demonstrable success in building an effective Health and Safety culture in line with legislation • Excellent financial and commercial awareness, including strong experience of preparing, setting and managing costs and budgets and driving performance against them • Track record of success in delivering through others • Demonstrable success in developing and managing relationships with support functions, stakeholders and third party suppliers • Previous experience within a sales environment • Excellent leadership skills and excellent oral and written communication skills including the proven ability to engage with customers and inspire teams • Evident capacity to acquire and apply new skills and learning • Ability to demonstrate an objective, professional and calm approach when handling difficult situations • Highly skilled in understanding, empathising and delivering against customer needs • Excellent computer literacy and the ability to use Microsoft Office • Possesses and promotes a positive and collegiate attitude, with the ability to adapt swiftly and a willingness to undertake challenging tasks • Results-focused with the ability to work at pace whilst maintaining a high level of accuracy and attention to detail • Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines • Self-motivated and possessing the ability to work on own initiative as well as within a team
Desirable • Previous experience of working within the higher education sector, accommodation or a customer service company in a similar role • Due to the nature of the role and the context in which the individual will be working it is desirable that the post holder will agree to the use of their photograph on UCL Accommodation marketing and communication literature/posters or website.
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18 UCL Deputy Head of Operations
PERSON SPECIFICATION
Essential or Desirable
Assessment method (Application/Interview)
Essential or Desirable
Assessment method (Application/Interview)
Criteria
Criteria
Qualifications, experience and knowledge A good general education with sound literacy and numeracy skills Operational leadership experience within a customer facing environment, including performance management, people development, coaching or mentoring experience Previous success in developing and managing high performing teams Track record of leading multi-functional, area teams in the delivery of excellent customer service Demonstrable success in building an effective Health and Safety culture in line with legislation Excellent financial and commercial awareness, including strong experience of preparing, setting and managing costs and budgets and driving performance against them Excellent leadership skills and excellent oral and written communication skills including the proven ability to engage with customers and inspire teams Track record of success in delivering through others Previous experience within a sales environment Previous experience of working within the higher education sector, accommodation or a customer service company in a similar role Possession of relevant industry qualifications Membership of relevant professional body
Skills and abilities Ability to demonstrate an objective, professional and calm approach when handling difficult situations Possesses and promotes a positive and collegiate attitude, with the ability to adapt swiftly and a willingness to undertake challenging tasks Results-focused with the ability to work at pace whilst maintaining a high level of accuracy and attention to detail Highly skilled in understanding, empathising and delivering against customer needs Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines Self-motivated and possessing the ability to work on own initiative as well as within a team
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20 UCL Deputy Head of Operations
Essential or Desirable
Assessment method (Application/Interview)
Criteria
UCL Ways of Working for professional services Achieving our mission • Making timely and data-led decisions. • Managing multiple projects, leading regular reviews and making changes where necessary. • Accepting accountability for your own decisions and actions. E
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Working together • Listening closely, and speaking with clarity to all colleagues, staff, students and partners. • Seeking and giving constructive feedback, and reflecting on own practice. • Keeping colleagues, staff, students, partners and wider communities informed. Personal excellence • Responding proactively and appropriately to the needs of colleagues, staff, students and partners. • Developing resilience strategies and supporting healthy resilience in the wider team. • Taking pride in delivering an excellent service to colleagues, students, partners and the wider community.
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22 UCL Deputy Head of Operations
APPLICATION PROCESS
Applications should consist of a CV and covering letter and be sent to: UCLaccommodation@mrgpeople.co.uk
52-54 Gracechurch Street London EC3V 0EH Tel 020 3962 9900
111 Piccadilly Manchester M1 2HY Tel 0161 638 0936
mrgpeople.co.uk
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