• 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.
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