JOB DESCRIPTION
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.
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