SOAS - Head of Campus Experience

HEAD OF CAMPUS EXPERIENCE Candidate Information Pack


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 .

• 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.


About the department The Estates Directorate is responsible for the delivery of the Estate Strategy, which covers the areas of 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 users and supports the activities of SOAS. Purpose of the role The Head of Campus Experience will manage a first- class, outwardly facing, front of house service that will deliver a positive experience to all staff, students and visitors to the School. The role holder will be responsible for delivering a fully integrated, seamless experience. They will maintain and support a safe, efficient operating environment in which a high standard of service is delivered. Reporting to the Assistant Director – Property Services, they will ultimately be responsible for delivering services across the Estates portfolio, ensuring that all buildings are welcoming, that room layouts are fit for purpose and high-levels of service are achieved through maximizing value, consistency, quality and efficiency across services. Key responsibilities Delivery of a high quality, customer-focused campus service Accountable for delivering an excellent customer- focused on-campus experience for all, students, staff, and visitors ensuring a consistently high level of service delivery is achieved across Estate teams, especially across Front of house and facilities available. • Implement standards and appropriate policies / procedures across service areas, ensuring that these are updated and audited regularly, that these specifically reference quality assurance and are statutorily compliant. • Establish processes for quality standards, consistent communication mechanisms, excellent business-focused processes and procedures,

as well as high-level business relationship management and customer engagement. • Develop a strategy for delivering effective and efficient campus services to meet the needs of the School in line with key objectives. • Liaise with relevant service teams (e.g., maintenance, security and cleaning) to ensure teaching and open spaces are reset after use so that they are welcoming, clean and fit for purpose. • Ensure regulatory and statutory compliance across all services and legal requirements (health and safety, food safety, fire safety and licencing regulations) are met. • Ensure a safe working environment for all employees and that risk assessments and safe systems of work are maintained regularly, and are fit for purpose to meet service need. • 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 used to enhance the quality and effectiveness of service provision taking into account legislative changes. • Use substantial professional and/or specialist knowledge and experience to identify issues, trends and challenges that may have a broader (e.g., School wide) impact. • Execute management of property services through our IWFM system Planon, ensuring all data it correct and up to date; • Ensure the effective and efficient use of space through pro-active space utilisation, planning, and management, ensuring offered space is of a highest quality. Continuous Improvement Build on and continue the development of the in- house operation and team, introduce new ideas as necessary for the ongoing success of the service. • Champion and implement a proven continuous improvement methodology across the service, bringing in learning and best practice. • Project manage any directed projects/initiatives within the service which are inclusive of staff, financial and physical resources. • Monitor, record analyse and report on activities

and trends, provide coherent management information reports making recommendations to inform best practise and continuous improvement as necessary. Finance and Resource Management Manage and oversee the Campus Services budget and ensure the most efficient and cost-effective models for the delivery of services, meeting statutory and regularly compliance and high levels of customer experience • 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. 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. • Develop and implement solutions to improve quality control and ensure consistency in the front of house and space services and overall campus experience. • Address customer complaints coming from the Campus Services Helpdesk when necessary and resolve any issues in a timely and professional manner Leadership & People Management Support the team, enabling them to achieve their best through effective recruitment, development, recognition, and performance management. • Provide training and appropriate documentation to staff in the use of new systems/procedures. • Through a clear set of values and behaviours which are aligned to the School. Create a set of relationships and behaviours to engender a culture of respect, respect, dignity, and mutual responsibility.

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.


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 front of house 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 customer 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: Applications should consist of a comprehensive CV and supporting cover letter. Applications should be sent to HOW TO APPLY

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