HEAD OF HOUSEKEEPING Candidate Information Pack
ABOUT SOAS
SOAS is a remarkable institution.With our vast repository of knowledge and expertise on our specialist regions, we are particularly well-placed to inform and shape current thinking about the economic, political, cultural, security and religious challenges of our world. Our programmes are taught by respected academics engaged in fieldwork and research which influences government policies and the lives of individuals across the globe. SOAS scholars engage with the pressing issues confronting humankind today: democracy, development, economy, finance, language, public and corporate policy, human rights, migration, identity, legal systems, poverty, religion, and social change. SOAS is home to some of the world’s leading experts and researchers in these regions who are regularly interviewed by the international media including the BBC, ITN, Reuters and CNN. They act as advisors, commentators and consultants to government departments and non- governmental organisations, as well as the private sector and multinational companies. Through its research excellence, the School has gained a global reputation as a leading institution for the study of these regions, a reputation which is reflected in its diverse staff and student community.
The library is one of just five National Research Libraries in the country and houses the world’s largest concentration of scholarly works on Asia, Africa and the Middle East. Amongst its 1.5 million items, the library has many treasures including a 9th century Tibetan prayer book, priceless Japanese scrolls and original colonial maps of Africa drawn in the 19th century. Approximately 5,200 students from 133 countries study at undergraduate and postgraduate level, 40 per cent of whom are from outside the UK. 4,000 students around the world study through distance learning programmes. We have a well-established and active alumni community in more than 180 countries who are involved in hosting events around the world each year. The many high-profile alumni include world leaders, human rights lawyers, politicians, diplomats, journalists, museum curators, philosophers, and writers, many of whom have helped bring about change to improve the world in which we live. As an institution set up 100 years ago with a clear colonial mission, SOAS has been leading work, towards decolonising education, by reviewing its curricula and tackling the awarding gap for BAME students. Further information about SOAS can be obtained from our website at www.soas.ac.uk .
• Ranked in the World Top 50 for Arts and Hu- manities (QS World Rankings by Subject 2020) . Unrivalled range of non-European languages • All SOAS languages may be studied without prior knowledge. • Ranked eighth in the UK for Modern Languages (QS 2020) . Intimate and ambitious • 87% of students found staff good at explaining things and their course intellectually stimulating (National Student Survey 2020) . • SOAS Law graduates rank second highest for graduate pay in the UK, ahead of Cambridge and Oxford ( Chambers Student 2019) .
The world’s leading institution for the study of Asia, Africa and the Middle East • World-class research and teaching expertise, equipping people for a global economy and multicultural society. Specialist and interdisciplinary strengths • 200+ undergraduate degree combinations; 200+ postgraduate programmes (taught and distance learning) with a distinctive regional focus and global relevance. • First in UK and fifth in the world for the United Nations Sustainable Development Goal “Peace, Justice and Strong Institutions” (THE Impact Rankings 2020) . • SOAS rose by seven places to 37th in the Com- plete University Guide 2021 .
First class facilities • One of only five National Research Libraries in the UK; 1.5 million volumes, periodicals and au- dio-visual materials in 400 languages, focusing on Asia, Africa and the Middle East. • 90% of students think that Library resources have supported their learning well (National Student Survey 2019) . The world meets SOAS • 5,200 students from 133 countries on campus. • 4,000 students around the world on distance learning programmes. • 39,000 active alumni worldwide.
JOB DESCRIPTION
About the department The Estates Directorate is responsible for the delivery of the Estate Strategy, which covers the major construction and refurbishment projects; facilities operation and space management, including timetabling and energy management. The Directorate aims to ensure that the quality, functionality and operation of the estate and its associated infrastructure meets the needs of its service users whilst supporting the activities of SOAS Purpose of the role The Head of Housekeeping will plan and manage a high-end quality housekeeping service to staff, students and visitors to the School. The role holder will deliver a fully integrated, seamless service, maintaining a safe, efficient environment with excellent service standards. Reporting to the Assistant Director – Property Services, they will be ultimately responsible for delivering housekeeping services, including waste, pest control and landscaping services, ensuring controls and records are maintained and ensuring that all buildings are maintained to the highest possible standard. Key responsibilities Delivery of a high quality, customer-focused housekeeping service Accountable for delivering an excellent, pro-active, customer-focused housekeeping service to support students, staff and visitors to the SOAS campus. • Implement standards and appropriate policies / procedures, that are updated and audited regularly, and that set out quality assurance and compliance standards clearly. • Liaise with relevant services (e.g. maintenance and campus services) to ensure teaching and open spaces are re-set after use, so that these are fit for purpose, clean and welcoming. • Manage regulatory and statutory compliance across all services so that legal requirements (health and safety, fire safety and licencing regulations) are met. • Manage institutional and statutory requirements for a healthy and safe, environmental working practices are met. Manage results, remedy and recommendations from formal audits and see that these are implemented. • Maintain and manage a safe working environment for all employees and that risk assessments and safe systems of work are maintained to meet service standards. • Fulfil Health & Safety responsibilities by adherence to the requirements of the School’s Health & Safety Policy Statement, Manual and Safe Systems of Work, COSHH Regulations, Assessments, Guidelines and Procedures. Seek advice from Managers / Supervisors / Team Leaders where necessary. • Review, monitor and evaluate existing service provision, keeping abreast of feedback and broader developments in the
external environment, to ensure appropriate developments and innovative solutions are proposed to maintain or enhance the quality and effectiveness of the service provided taking account of legislative changes. • Use substantial professional or specialist expertise to identify issues, trends and problems which may have a broader (e.g., School wide) impact. Continuous Improvement Manage the development of in-house operations team, introduce new ideas as necessary for the ongoing success of the service. • Champion and implement a continuous improvement methodology across the service, bringing in learning and best practice. • Project manage initiatives within the service including staff, financial and physical resources. • Monitor, record analyse and report on activities and management information trends making recommendations on best practice and continuous improvement where required. Finance and Resource Management Manage and oversee the Housekeeping budget to ensure: • Appropriate financial controls are in place • The allocated budget is sufficient to deliver the outputs, outcomes, and benefits. • Appropriate contingencies are identified at the outset. • Value for money and cost efficiencies are achieved through financial and commercial controls. • Ensure the most efficient and cost-effective models for the delivery of services, meeting statutory and regularly compliance and high levels of customer experience. • Manage relationships with contractors under Housekeeping services, ensuring KPIs and SLAs are met, and service agreements are fulfilled. Service Provision & Stakeholder Engagement Ensure stakeholders and customer needs are clearly defined and that a cohesive plan is in place to manage expectations. • Ensure stakeholder and customer feedback and quality processes are in place. • Excellent communication skills, the ability to
influence and engage with others, including senior stakeholders. • Deal with customer issues or complaints in an appropriate and efficient manner. Leadership & People Management Support the team, empowering them to achieve an optimum service through effective recruitment, development, recognition, and performance management. • Provide training and appropriate documentation to staff on the use of new systems and procedures. • Cultivate and build a culture of respect, respect, dignity, and mutual responsibility that are aligned to SOAS values. • Manage rotas so that there is consistent staff coverage to deliver optimum services throughout the year. • Manage the service through Planon – SOAS system of choice, ensuring KPIs and SLAs are met. General Carry out responsibilities with due regard to the School’s Respect at SOAS statement and adhere to and promote the School’s Equality, Diversity, and Inclusion policies. • Ensure effective upward and downward communication to ensure effective translation of required information. • Ensure adherence to health and safety policies and procedures. • Work with other support service managers, students, and School staff to ensure an effective service and influence innovative solutions with a broad impact. • Provide input into the reporting to, and participation in, relevant senior School or department committees, advising, guiding and contributing to the overall management of the department and to the development of strategy, policy and practice. • Take a lead role, as required, within School working groups including to prepare and present reports/papers as required. • Participate as a member of the department’s management team and undertake out of hours (evening and weekend) duty management as required.
PERSON SPECIFICATION
Training and qualifications • Relevant degree or equivalent • H&S Qualification, IOSH desired Knowledge and experience • Proven high level communication, interpersonal and presentation skills. • Experience of successfully leading and managing teams of staff. • Experience of generating and implementing innovative ideas and approaches. • Knowledge and experience of business continuity planning and delivery. • Experience of developing innovative solutions and contributing to strategic planning. • Experience of leading a large housekeeping team across a diverse estate. • Experience using a CAFM system. • Well-developed understanding of regulations and legislation and the implications of non- compliance on other staff. • Experience managing high-quality housekeeping services. • Delivering process and service improvement across a range of operational areas.
Skills and abilities • Strong negotiation and influencing skills with the ability to build robust and effective working relationships at a senior level within and outside the School. • Advanced analytical and problem-solving capability within a specialism or across broad management functions. • Highly developed planning and organisational and prioritising skills. • Capable of managing and controlling large budgets. • Organised, calm and tactful approach with an ability to deal with a wide variety of customers. • Customer-focused with the ability to set and monitor standards of service, oversee the quality of services and ensure necessary resources are available. • Ability to assess risks, anticipate difficulties and successfully resolve them. • A demonstration and commitment to enhancing diversity and inclusivity in service.
For a confidential discussion and to learn more about the role and opportunity, please contact our appointed recruitment partner Anna Kacprzak of The Management Recruitment Group. Anna Kacprzak E: anna.kacprzak@mrgglobal.com Applications should consist of a comprehensive CV and supporting cover letter. Applications should be sent to anna.kacprzak@mrgglobal.com HOW TO APPLY
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