University of Bristol - Residential Contracts Manager

Residential Contracts Manager Candidate Brief

Contents 1. About The University of Bristol

2. Our Residences 3. About the Role 4. About You 5. Why work with us? 5. Application Process

ABOUT THE UNIVERSITY Bristol is one of the most popular and successful universities in the UK and was ranked within the top 50 universities in the world in the QS World University Rankings 2018. Alongside this, Bristol consistently ranks in the world’s top 100 and UK’s top ten universities in league tables that draw on information about both research and teaching excellence. The University has had a reputation for innovation since its founding in 1876. Our research tackles some of the world’s most pressing issues in areas as diverse as infection and immunity, human rights, climate change and cryptography and information security. Today, the University employs internationally respected academics and recruits some of the brightest students from across the globe; 12 Bristol graduates and members of staff have been awarded the Nobel Prize. The University currently has 40 Fellows of the Royal Society and 15 of the British Academy – a remarkable achievement for the relatively small institution. We are one of the most popular UK universities, attracting on average eight top-quality applicants for every place, and our graduates are among the most sought-after by employers across the globe. We are fortunate to be located in one of Europe’s most creative, dynamic and liveable cities with which we enjoy a close and synergistic relationship. For many Bristol scholars, the city is an unending source of research opportunities and a laboratory within which to test solutions with potential global impact. For the city, our University is one of its largest employers and a major contributor to its economic, social, cultural and intellectual vibrancy. Our students bring a huge amount of energy and vitality to the city, and in turn our location greatly contributes to the richness of their university experience. The University has a long history of sustainability action, winning numerous awards for its work. Bristol was the first UK city with European Green Capital status in 2015 and our community played a large role in helping the city deliver this. Sustainability remains one of the central strands shaping the University’s vision of the future. The University has over 24,000 students and nearly 7,000 staff.

OUR RESIDENCES Accommodation for approximately 6000 students, including catered and self-catered Halls of Residence and a further 500 bed spaces in Student Houses. The Head of Student Residential Life leads the general welfare care and education of students in the residences. The Deputy Director and Head of Residences Facilities Management manages the facilities function while the responsibility for the day-to-day facilities management within each property rests with two Residences’ Facilities Managers, supported locally by Accommodation Managers.

Badock Hall North Residential Village 422 places

Campus Houses East Residential Village 42 places

Churchill Hall North Residential Village 355 places

2.3 miles to campus Catered / Self-catered First depending on catering option

0 miles to campus Self-catered First preference only

2.1 miles to campus Catered Available as first or second preference

Clifton Hill House West Residential Village 226 places

Colston House East Residential Village 110 places

Culver House East Residential Village 97 places

0.7 miles to campus Catered Available as first or second preference

0.5 miles to campus Self-catered First preference only

0.5 miles to campus Self-catered Available as first or second preference

Durdham Hall North Residential Village 230 places

Goldney Hall West Residential Village

Hiatt Baker Hall North Residential Village 748 places

Self-catered First preference only 264 places 0.8 miles to campus

2.3 miles to campus Self-catered Available as first or second preference

2.2 miles to campus Catered / Self-catered Preference dependent on catering option

Hillside Woodside West Residential Village 30 places

Manor Hall East Residential Village 190 places

New Bridewell East Residential Village 414 places

1.5 miles to campus Self-catered Available as first or second preference

0.7 miles to campus Self-catered First preference only

0.7 miles to campus Self-catered First preference only

Northwell House West Residential Village 118 places

Orchard Heights East Residential Village 464 places

Queen’s Road West Residential Village 42 places

1.1 miles to campus Self-catered Available as first or second preference

0.6 miles to campus Self-catered First preference only

0.6 miles to campus Self-catered First preference only


Redland Road East Residential Village 11 places

Richmond Terrace West Residential Village 92 places

Riverside East Residential Village 551 places

1.0 miles to campus Self-catered First preference only

0.7 miles to campus Self-catered First preference only

1.0 miles to campus Self-catered Available as first or second preference

The Courtrooms East Residential Village 321 places

The Hawthorns East Residential Village 116 places

Unite House East Residential Village 385 places

0.6 miles to campus Self-catered First preference only

0 miles to campus Self-catered First preference only

0.6 miles to campus Self-catered Available as first or second preference

University Hall North Residential Village 294 places 2 miles to campus Self-catered

Wills Hall North Residential Village 336 places

Winkworth House West Residential Village 128 places

1.8 miles to campus Catered Available as first or second preference

0.7 miles to campus Self-catered Available as first or second preference

Available as first or second preference

Woodland Court West Residential Village 196 places

0.3 miles to campus Self-catered Available as first or second preference

The University of Bristol Residential Contracts Manager Overview

A key function of the Residential Facilities Contract Manager (RFCM) will be the overall responsibility for performance of RHS’ commercial service and partnership accommodation providers, for example A2 Dominion and Unite properties - to ensure compliance with local Service Level Agreements and safety in student Residences. To manage the partnership agreements (consisting of 3000+ bed-spaces and rising) to ensure that the experience of students living in partnership properties is at the same level and wherever possible consistent with that of students living in University owned Residences. To promote the recruitment and retention of students by ensuring that accommodation requirements are met and to support the residences profitability by ensuring that voids are minimised. Line manages the Residential Facilities Contract Support (RFCS). Areas of Responsibility Analysis, Reporting and Documentation • Monitor, measure, analyse, interpret and report on information – creating Management Information (MI) in an agreed format for Senior Management such as the Deputy Director. E.g. Carry out detailed analysis of partnership maintenance records and compliance data and report income from franchise agreements on a monthly basis. The reports are fundamental to ensuring that the University fulfils its duty of care to students allocated to partnership residences. • Collate existing information across various sources / departments and consolidate to develop an RHS leased property and partnership database ensuring accuracy, consistency of data and regular upkeep – reflecting changes as they happen. • Keep abreast of relevant changes in the HE sector which may impact on student accommodation and ensure compliance with statutory requirements e.g. UUK Code of inspection and ensuring that the University is protected against action under legislation governing student accommodation, including Landlord and Tenant Acts, Housing Acts and the Equality Act 2010. • Maintain Standard Operating Procedures (relating to Health & Safety, Property Legislation, Statutory Compliance) and amend or update to comply with legislative or departmental changes. • Be the main point of contact in relation to any external audits, responsible for liaising with auditors, overseeing and reporting on the completion of appropriate statutory checks, surveys and audits as required (e.g. UUK and ANUK). These tasks will be supported by members of the Partnership Services team who will undertake specific activities as delegated by the RFCM. Planning & Organising • Maximise the income from the RHS’ estate and services. • To control the Department’s expenditure against the budget; agreed with UoB Finance and the Deputy Director RHS, to implement improvements in efficiency and procedures in order to achieve maximum value for money.

• Plan and coordinate services in response to changes in student requirements and the market; identifying trends, strengths and weaknesses, opportunities and risks in order to prevent problems arising. • Working collaboratively with Estates Asset Management on developing commercial agreements; including ensuring timely delivery of new leases, lease terminations, rent reviews, break clauses, introduction of franchises and third-party service provider deployment. • Led by the RFCM, Partnership Services manage all third-party accommodation agreements on behalf of the University and participate in strategic planning of future accommodation provision in consultation with Student Services, Estates Office, Finance Department and Secretary’s Office. Customer Services & Support • Overall responsibility for all RHS commercial agreements including resolving problems concerned with non-compliance and manage escalated complaints and disputes, but also making decisions independently, within pre-agreed guidelines. • Providing regular reports on customer satisfaction and areas for service improvement. People Management • Manage the Residential Facilities Contract Support (RFCS) and lead on recruitment for the team as necessary - with the potential for the service to grow as additional properties come online e.g. TQEC 2021/22. Maintain standards by managing performance to agreed service levels. • Carry out staff reviews / development, audits, technical training, deal with disciplinary issues, investigate customer complaints and take corrective action where required. Liaison • To maintain, disseminate and provide advice throughout the University and to private landlords on current legislation affecting student accommodation in order to ensure compliance on the part of the University and private providers e.g. advising on compliance with requirements pertaining to Landlord and Tenant law, the Unfair Terms in Consumer Contracts Regulations, the Disability Discrimination Act and Distance Selling Regulations. • Develop a strong partnership ethos with other Departments of the RHS Division e.g. Accommodation Office, Residential Life and other Divisions of the University – e.g. Estates and external suppliers where appropriate, including maintaining contact with other Universities to share best practice and lessons learned relating to relevant legislation and guidance.

The University of Bristol Residential Contracts Manager Decision Making

• The post holder has the freedom to work independently, in terms of undertaking the management duties and to lead on the development of operational procedures and policies, and is responsible for ensuring the communication, implementation and monitoring of these policies across the diverse range of services. • Participate proactively in the RHS Senior Management Team, leading on the strategic development and operational management of Partnership Services. • Makes a range of decisions relating to the provision of partnership property management. • To respond effectively to complaints from members of the public, students and staff concerning accommodation provision or student behaviour with a view to maintaining community relations. • Make decisions in conjunction with third-party provider management on both escalation and invocation of the Incident and Crisis Management procedure, where required. Problem Solving • Be proactive in identifying any potential issues or service failures and to ensure that failures in relation to service level agreements or compliance are remedied, agreeing a course of action with the partners. • Expected to be fully conversant with the requirements of students / building users and take them into account in reaching resolution. • Expected to take a proactive role, actively dealing with partnership property issues, as they arise, rather than waiting for building users to report them. Continuous Improvement • To develop, implement, maintain, review and update all work practices and staffing levels to optimise financial and operating performance; develop policies, procedures, service levels and performance indicators in all operational areas of responsibility. • Engage in continuous professional development and support others to do the same. • To lead the development and enhancement of the service, making recommendations for improvements in policies and procedures and managing any changes through to effective implementation.

ABOUT YOU Essential • Previous experience of managing third-party relationships within a complex environment, together with demonstrable experience of contract management and monitoring. • Extensive relevant work experience, demonstrating practical and theoretical knowledge of Commercial/ Property Management. • Expert knowledge and understanding of legislative issues relevant to the role. • Significant experience of best practice in customer services and managing service level agreements. • Operational planning, management and business process skills. • Considerable experience of auditing, monitoring and reviewing work of third-party providers. • Experience of developing innovative solutions and contributing to strategic planning. • Strong inter-personal skills, including motivational negotiating, influencing and relationship building. • Well-developed understanding of relevant Health & Safety and other property-related regulations and legislation and the implications of non-compliance. • Strong awareness and understanding of the activities and objectives of the University both current and future. • Proven advanced analytical and problem-solving capability. • Recent experience of undertaking roles in a proactive and customer focussed manner. Desirable • Thorough understanding of the property market in which the University operates. • In normal circumstances, a professional qualification or relevant degree would be anticipated, probably supplemented by appropriate Health & Safety accreditations. • Proper consideration will be given to relevant experience, although there will be an expectation that Health & Safety accreditation will be obtained as an early priority. • A full valid UK / EU Driving licence. Communication and Interpersonal Skills • Strong interpersonal skills, including negotiating, influencing and relationship building. • An understanding of best practice in Customer Service and the management of service level standards. • Experience of working closely with and influencing colleagues at all levels to achieve desired outcomes. • Promote ethos of excellent customer service.

WHY WORK WITH US? The University of Bristol strives to ensure working life at the University is productive, rewarding, enjoyable and healthy with a commitment to staff development, a range of initiatives to support staff well-being and excellent opportunities for achieving work-life balance.

Working Hours 5 days out of 7 (including Bank Holidays and Closure Days as required). Monday to Friday (Weekend and evening working throughout the year will be a requirement of the role, as required and in line with operational demand). Salary banding is £43,267 to £50,132 Benefits In addition to a salary to attract industry-leading candidates, the University provides a number of other benefits outlined below. • A generous holiday allowance (38 days rising to 40 days after 5 years’ service) • Excellent pension provision • A range of financial benefits including staff discounts and help with relocation costs for eligible staff. • Support with travel/commuting • One day’s paid leave per year to undertake volunteering. Further information on working at the University can be viewed at Equality, Diversity & Inclusion The University of Bristol is committed to creating and sustaining a positive and mutually supportive working environment for our staff and an excellent teaching and learning experience for our students, where staff are equally valued and respected, and students are encouraged to thrive academically. As a provider of employment and education, we value the diversity of our staff and students and this is reflected in our Vision and Strategy.

“The diversity of our staff and student populations make our University the great and vibrant place that it is. We place a huge amount of value on the vast range of experience and perspectives our people bring to the institution.” Professor Hugh Brady, Vice-Chancellor

APPLICATION PROCESS For a confidential conversation please contact our advisors Hayley Mintern ( or Charlotte Turedi ( of The Management Recruitment Group on 0208 891 0115. Applications should consist of a comprehensive CV (of not more than 4 pages) and a covering letter (of not more than 1 pages). The closing date for applications is Sunday 2nd September.

Regal House 70 London Road Twickenham TW1 3QS +44 20 8 892 0115

52 - 54 Gracechurch Street London EC3V 0EH +44 20 3962 9900

111 Piccadilly Manchester M1 2HY +44 161 638 0936

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