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
Candidate Information 17
16 UCL Deputy Head of Operations
Made with FlippingBook - professional solution for displaying marketing and sales documents online