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.
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