Head of Estates Operations & Maintenance
Candidate Information Pack
Welcome
RBG Kew is a world-famous scientific organisation, leading visitor attraction and UNESCO World Heritage Site, internationally respected for its outstanding living collection of plants and its world-class herbarium. Set in 330 acres, the Kew Gardens site is a beautiful place to work and employs committed staff who are working to achieve Kew’s mission to understand and protect plants and fungi for the well-being of people and the future of all life on Earth. RBG Kew has a second UK site at Wakehurst, West Sussex. The estates consist of over 380 buildings and structures, 40 plus listed buildings, which are used for visitors, scientific research, storage of national collections and administration. In 2020 RBG Kew published its ambitious new corporate strategy laying out its strategic priorities to 2030 to tackle the twin global challenges of climate change and biodiversity loss. The Manifesto for Change is supported by Kew’s Sustainability Strategy – Climate Positive by 2030. https:// www.kew.org/about-us/press-media/manifesto-for- change-2021 Reporting to the Director of Estates & Facilities, Head of Estates Operations & Maintenance leads maintenance strategy and operations the renowned and unique RBG Kew estate portfolio, ensuring exceptional levels of building conservation, sustainability and estate user experience. The postholder will lead and inspire an in-house team of maintenance professionals and external partners to delivery to high standards and will work closely and collaboratively with colleagues across Estates Projects, Sustainability and Compliance to delivery the Estates Strategy.
Our mission & strategy Our mission is to understand and protect plants and fungi for the well-being of all life on Earth. Our aspiration is to end the extinction crisis and to help create a world where nature is protected, valued by all and managed sustainably. To deliver our mission we have five priorities. Kew commits to: • Deliver science-based knowledge and solutions to protect biodiversity and use natural resources sustainably • Inspire people to protect the natural world • Train the next generation of experts • Extend our reach • Influence national and international opinion and policy Our five strategic priorities are underpinned by a sixth internal priority – to ensure we have the people, financial health and infrastructure to succeed.
Our Values
We CARE about the future of the planet and its biodiversity Care We cherish the DIVERSITY of our plant collections and we seek diversity in our workforce and audiences Diversity We work in COLLABORATION and build trusting relationships with each other and our partners Collaboration
We have CONFIDENCE and believe we can succeed Confidence We strive for EXCELLENCE and try to improve continuously Excellence We have AMBITION. We will be bold with a strong desire to innovate and inspire Ambition
Job Description
Job Title:
Head of Estates Operations & Maintenance
the plans are relevant and the team have the re- quired skills and knowledge to successively achieve desired outcomes. • Manage, lead, and develop the Estates Operations & Maintenance team across both Kew and Wake- hurst. Set team objectives and direct the work - loads for direct reports ensuring that timescales, milestones and deadlines are met and performance is measured for all functions within the team. • Manage the selection, induction, development, retention, motivation and performance manage - ment of direct reports and wider Operations team. Manage the succession planning and development process for site-based management and other key roles within the team. • Working with the Estates SMT and procurement function participate in competitive tenders by pre- paring specifications and identifying requirements for additional works and services as and appropri- ate and necessary. • To lead and develop the team’s working practices to meet the challenges from best value/value for money, new legislation, client’s expectations. • Implement and deliver robust asset management programmes PPMS, plans, procedure and SOP’s. • Ensure the effective delivery of all contracted services and ensure that best practice contractor management is engrained and delivered through - out the team. Define service level agreements and drive performance through relationship manage - ment and KPI’s. Work closely with the Estates contract and procurement function to drive con- tinuous improvement. • Ensure that “CAFM” System is utilised by the entire Operations team to provide effective and efficient maintenance programmes, repairs, asset management and compliance services. To ensure that all data is recorded within the CAFM system and that the appropriate records are maintained within plant rooms or alongside relevant equip - ment • Define and assess operational projects and small works and delegate or assign as appropriate. Ensuring that they are managed professionally, on time and on budget. • Responsible for providing and managing a main - tenance response and business continuity service, 24/7, 365 days a year, in support of RBG Kew and Wakehurst. Ensure there is continuous out of
hours and emergency on-call system for Estates operational staff commensurate with the require - ments and status of a World Heritage Site. Stakeholder Engagement • Attend and initiate operational meetings with key stakeholder departments and clients to agree programmes of work, give advice on design and maintenance matters, and resolve contractual difficulties. Attend meetings with managers with - in RBG Kew and Wakehurst and other external agencies concerning estates maintenance require - ments. • To develop and manage the estates operation team to be customer focused by developing a positive image and reputation for delivering operational excellence. • Maintain good communication and co-operation with colleagues and stakeholders within RBG Kew and Wakehurst in the provision of services that are managed by the Estates & Capital Development Directorate. • Review and proactively respond with a solutions based approach to operational and stakeholder issues and troubleshoot and satisfactorily resolve significant operations/service delivery issues. • Work closely with all levels, including senior and executive management, managers, and staff at both Kew sites to deliver stakeholder require - ments. Establish credibility with Stakeholders and direct reports, communicating effectively and ensuring a two way process for sharing information is in place. Estates Capital & Operational Projects • Support the capital works programme by engaging in Programme Boards and capital build projects from inception to handover. Ensure team en- gagement, and ongoing support and engagement with key internal and external stakeholders in the delivery of projects. • Support and input into the capital and opera- tions Estates project development plans including preparing and submitting business cases, concept papers and reports in line with PMO governance structures. • Provide operational support to project and Project Managers as and when required in connection with works by providing connection and links to
the main buildings engineering services. Facilitates these connections including arranging shutdowns of services and means of isolation. • Liaises with and supports the work of the Capital Development Team as required in connection with technical information, standardisation of equip - ment and parts regarding their compatibility with existing services and equipment. Financial • Accountable for the setting and allocation of financial resources of an Estates Operations & Maintenance budget of circa £3m pa and a varia - ble Capital budget. Responsible for annual budget setting and identifying shortfalls in the delivery of estates management and statutory compliance and making compelling business cases for the alloca - tion of additional resources where necessary via governance structures. • Ensure financial procedures are adhered to at all times within the team and correct processes are followed in terms of schedule of delegation and procurement processes. Sustainability • Work with the Sustainability Team to improve RBG Kew’s environmental sustainability, in terms minimising carbon emissions delivering mainte - nance of facilities management services which minimise waste, energy and water. • To practically support and deliver all the opera - tional requirements of the IS0 140001 environ - mental accreditation process and performance ensuring that all associated processes are followed. • To develop and lead on the transition to sustain - able engineering making best use of modern technology trends, software and equipment that help optimise low carbon outcomes. To upskill the team as and when required an to embed a positive sustainable culture in the team. Statutory Compliance • Work closely with the Head of Estates Services, Compliance & Facilities and the Compliance Team to ensure that the has all statutory compli - ance requirements and compliance schedules are met and all Health & Safety initiatives are deliv- ered and that adequate records are maintained
Directorate: Resources No. of Direct Reports: No. of Indirect Reports:
5
30 direct staff plus contractors Reports to (Position): Head of Estates & Facilities Job Purpose: To deliver Kew’s mission the Head of Operational Estates is responsible for the development, implemen - tation and maintenance of the overall estates man- agement strategy for RBG Kew. The maintenance strategy underpins the standards required and con - stant availability of the built facilities. These standards and service levels being commensurate with a World Heritage Site of major significance and a centre of excellence for botanical science also responsible for all aspects of the delivery of building maintenance, services maintenance, facilities management for both the Kew sites. These services are delivered through direct technical labour and contracted services with an operating budget of circa £3.5M per annum. Job Context: Post holder is responsible for the planned preventative maintenance and reactive maintenance across both sites. Ensuring all buildings and infrastructure are statutory compliant and available for the business to deliver its objectives. This includes care and protection for the collections and making sure buildings are fit for purpose. Prior - itisation of allocated resources and management of contracted services to ensure the business is able to operate without loss of functions. There is a need to ensure effective consultation and communicate changes with key stakeholders to ad - dress prioritisation and resolve conflicting objectives/ demands where they exist.
Key Priorities: Strategic Management of Operations & Resources
• Develop and implement strategic plans to deliver effective and efficient operations across the estates of Kew and Wakehurst. Take ownership to ensure
and recorded at all times. • To work closely with Estates SMT members and support them in the delivery of their functions and to set out clear guidelines and requirements of SMT members in the delivery of operations servic - es to them. • To act as the Authorised/Responsible Person (sub - ject to correct training and certification) in relation to: • Low Voltage Electricity • Ventilation Systems • Pressure Systems Regulations • Legionella and L8 • Lifts and hoists • Gas Safe • Confined Spaces Accountabilities: 1. Strategy and Management of Operations & Resources 40 % 2. Staff Management 10 % 3. Statutory Compliance & Health & Safety 20 % 4. Estates Capital & Operational Projects 20 % 5. Sustainability 5 % 6. Budgeting & financial responsibility 5 % Management of Resources Financial Responsibilities: All staff are responsible for management of their own time and resources. 1. Management of departmental Estates Opex budget of £3.0m and a variable Capex budget 2. Reporting and forecasting operational budget position 3. Management of operational capital finance typically £500k p.a. 4. Maintenance Manager, M&E Manager, Service Contract Manager, Small works/projects Manager 5. 3rd Party contractors
Person Specification
Decision Making: • Decisions relating to contractor/supplier relations and problems. • Strategic level problem solving with associated obligations of conflicting information and analysis of. • Day to day decisions and longer term planning to deliver the Estates Operations & Maintenance team • Reacting to day-to-day problems (including emergencies), making decisions, and directing staff to resolve issues as they arise. • Delivers financial advice and solutions within the department, to Senior team and Director of Estates. • Strategic decisions relating to complex budgets. Typical decisions requiring approval by line manager/others • Escalates any significant variance or issue pertaining to financial operational and capital budgets out of their level of authority. • Escalates any emergency above their level of authority. • Significant decisions relating to external parties that could impact on Kew’s reputation Communication and Relationships: Internally • Director of Estates, other Heads of the Estates departement as part of the Senior Estates team, Director of Resources, and in addition a wide range of stakeholders and Departmental Heads and Directors across both sites, IT, HR, Information Governance, Safeguarding team, Sustainability, Energy management and with Finance and Procurement departments. Other Estates managers and operational staff. These are key relationships in terms of Facilities and Business Services provision, and to delivering Estates led and financial objectives. Externally • Include public, other institutes, government bodies, suppliers etc. • Local authorities, energy and utility providers, government bodies and other departments i.e., DEFRA, key to managing the estate administration and compliance of the department, estates maintenance providers for maintenance service delivery, professional services engaging experts to support the work of estates, and other professional services such as Auditors and Surveyors.
• Evidence of Continual Professional Development • Fact-finding, analysis and resolution of problems and issues • Give examples of typical tasks carried out to illustrate the day to day work and challenges encountered • Position must use sound reasoning and judgement in resolving day to day issues resulting from operational matters and apply the same to the implications of effective financial management. • Post holder needs to effectively manage the running of the Estates Operations & Maintenance team, leading and demonstrating clear reason behind adherence to best practice, financial/audit requirements, and regulations as specified within Kew’s policies and procedures. • Post holder must work strategically, giving time, advice, and support to all areas within the Estates services section and assisting to achieve overall business goals, however, must be objective and challenge bad practice and apathy which prevent departmental compliance and objectives. • Continuous improvement and development of processes, systems, and procedures to enable cost effective and compliant Estates services. • Post holder must be able to respond to emerging priorities and manage competing priorities, using technical expertise and assessing risks to determine the best course of action. • Post holder will be required to research and produce papers and project/budget plans, compile and present reports and interpret data from a range of sources, adapting their style to suit the audience. Autonomy How far is the job defined? What guidance and support are available? How closely is the role supervised? • This role works with a large degree of autonomy and follows Kew’s policies and procedures to effectively carry out duties, managing their own time dependent on priority/workload, and can take some direction from Director of Estates as required. • Workload is directed by business requirements, focussed objectives, and some annual cyclical objectives. • Role directs and mentors Estates Operations & Maintenance staff to deliver business objectives and to train and develop the team. • The role is highly collaborative with stakeholders across the business and external contractors and suppliers.
Education and Experience Essential • Degree in Building or Facility Management discipline or equivalent experience • Significant experience and a proven track record of being a recognised leader and manager of people and proven experience of managing the delivery of a medium to large maintenance operation, supporting both Building and Engineering infrastructures • Experience and knowledge of managing the performance of several contracted suppliers in the delivery of a high-profile maintenance or FM service. Also, the post holder should have experience of developing and managing customer services expectations, in particular where resources are constrained. • A natural consultative and cooperative approach with the ability to form strong working relationship through gravitas, direct engagement and subject matter credibility. • Proven track record of developing strategic solutions to operational functions. • Strong background in Estates/FM/Workplace/ Operations and proven track record of strategic operational delivery. • Extensive working knowledge and experience of managing Health & Safety in delivering maintenance and/or FM services. • Extensive working knowledge of statutory compliance, as it applies to a medium to large, diverse and complex building and engineering estates management assets. This experience should include development of robust maintenance regimes to support a wide range of diverse operations and business activities. In particular, effectively managing electricity, water, misting systems and cooling towers. • Knowledge and experience of maintaining buildings of historic, heritage important. • Proven successful experience and knowledge of recruitment and professional development of a facilities management/maintenance team. • Proven successful experience and knowledge of energy management and sustainability, in relation to estates maintenance operations. Desirable • Degree or equivalent professional qualification in a
recognised Building/FM or engineering discipline • A corporate member of the British Institute of Facilities Management or a Building/Engineering Institute e.g., RICS, CIBSE, IHEEM • Experience of delivering event support services for both major indoor and outdoor events and festivals. • Senior Management experience of managing Hard and Soft FM services. • Senior Management experience should include leading implementing energy/waste reduction programmes through monitoring and controlling techniques and education of building users. • Chartered Engineer. Job Specific Competencies – Skills and abilities specific to the job Essential • Proven ability to manage and deliver conflicting priorities in a logical and analytical manner. • Builds and maintains strong working relationships both internally and externally. • Negotiates, using logic and reason to persuade and influence others to find the solutions that everyone will accept. • Influences key stakeholders at all levels. • Works co-operatively with customers/stakeholders, maintaining regular, consistent and clear communications to produce innovative solutions • Utilises the principles of project management methodology to ensure operations-related projects are managed effectively. • Demonstrates leadership and management skills to motivate, coach and mentor team. • Demonstrates ethical behaviour at all times and promoting it in others within the department. • Understands how to plan financially and manage a budget. • Researches, writes and presents robust and comprehensive business cases. • Demonstrates ability to produce project plans using Microsoft Project. • Keeps abreast of latest changes and development in all aspects of building and engineering services, and maintenance and FM services and applies knowledge to ensure a continuing cost-effective service. • Deputise for the DoE as required and during absence / holiday periods.
Position within the team
Estates Department Resources Directorate
Director of Estates Resources Directorate
Head of Estates Support Services
Head of Estates Maintenance & Operational Services
Head of Energy and Sustainability
Head of Estates Project Services
Estates Business Services Manager
M&E Manager
Service Contract Manager
Maintenance Manager
Wakehurst Senior Operations Manager
Team Leader Compliance
Compliance Manager
Fire Officer
Asset & Data Manager
Helpdesk Manager
Contracts Manager
Senior Project Manager
Senior Project Manager
Waste Manager
Lead Technician
Maintenance Assistant Compliance
Maintenance Assistant Compliance
Estates Compliance & Support Officer
Lead Technician
Contracts Administrator
Lead Technician
Building Fabric Supervisor
Environment & Sustainability Officer
Helpdesk Coordinator
Electrical Technician
Mechanical Craftsperson
ICW Project Manager
Apprentice
Plumbing Technician
Building Fabrics Craftsperson
Energy Manager
Helpdesk Administrator
Shift Engineer
Office Services Administrator
ICW Project Manager
Electrical Craftsperson
Energy Assistant
Shift Plumber
Building Fabrics Craftsperson
Mechanical Craftsperson
ICW Project Manager
Apprentice
Mechanical Craftsperson
Impact & Data Analysist
Maintenance Assistant
Mechanical Craftsperson
Maintenance Assistant
ICW Project Manager
Stores Administrator
Energy Consultant
Maintenance Assistant
Project Manager
PMO
Maintenance Assistant
Plumbing craftperson
Maintenance Assistant
Electrical Craftsperson
Benefits
The following benefits apply to RBG Kew and not RBG Kew Enterprises or RBG Kew Enterprises (Foundation). Annual Leave Entitlement for staff working a full time standard week (36 hours across 5 days) is 30 days, excluding bank holidays, on entry rising to a maximum of 33 days after 5 years service. Entitlement for staff who works a non standard week (e.g. part-time, condensed hours, annualised hours) is calculated in hours on a pro rata basis. Family Friendly RBG Kew supports its employees in achieving a work-life balance and we have a range of schemes and policies in place to support well-being and wider needs: • Flexi-time system: RBG Kew operates flexible working hours subject to the operational needs of the business and Head of Department agreement. • Generous and comprehensive family friendly policies: maternity, paternity and adoption leave, career break. • Employee Assistance Programme: The Employee Assistance Programme offers advice and counselling via a confidential phone line and an extensive website with help sheets. Advice subjects include everything from addictions to work-life balance. • Family pass: RBG Kew Enterprises employees are entitled to free admission to the Gardens at Kew and Wakehurst for two accompanying adults and two children on presentation of their staff pass. • Civil Service Sports Club (CSSC): Employment at Kew provides the opportunity to join CSSC, a not for profit organisation aimed at public sector workers positively promoting health and wellbeing in the workplace. CSSC aims to help you to have fun, get active, try out new hobbies or activities and experience the great diversity of the Civil Service. CSSC organise hundreds of events, activities and special offers for you every year. • Vodafone Employee scheme: RBG Kew Enterprises member of staff and up to 5 of their family and friends are entitled to a discount on any vodafone tariff. Pension Benefits RBG Kew offer a Group Personal Pension Scheme through Royal London, with an employer contribution of 8% of salary. This is a non-contributory unless you decide to make a voluntary contribution as a % of
salary. If you do decide to make a contribution, RBG Kew will match your contribution up to a further 2%, making the total possible employer contribution 10% from your salary. Cycle-to-work Scheme The salary sacrifice cycle-to-work scheme is part of Kew’s flexible benefits package and gives you the opportunity to purchase a bike for cycling to work at little over half the normal cost. The scheme is open to all permeant employees and those on fixed term contracts for at least 1 year. Payroll Giving – Tax Efficient Charitable Donations Payroll giving is part of Kew’s flexible benefits package and you could make tax efficient charitable donations direct from your pay. Eye Care Scheme If you use a computer or other display screen equipment for a significant portion of your job, you are eligible to participate in the eye care scheme. This scheme provides self-service vouchers that can be used as payment for eye tests, and where eligible a free pair of frames or discount from the optician’s range. Free access to museums, galleries and gardens National museums, galleries and gardens that offer free admission to Kew staff members on presentation of a staff pass. Local Business Offers Some local businesses offer discounts to Kew employees. Information is available on KewNet. Discount on items purchased in the Kew Shops and Restaurants and Cafes RBG Kew Enterprises offers a 50% lunch discount across all its restaurants and 20% discount on Retail products. Along with a competitive salary there is a range of excellent benefits which includes an annual leave allowance of 30 days, plus bank holidays, rising to a maximum of 33 days after 5 years service, flexible working options, childcare vouchers and a range of other generous and comprehensive family friendly policies, memberships and discounts. An important part of the pay and reward package RBG Kew offer a Group Personal Pension Scheme through Royal London (details of the full range of benefits are available on request).
For a confidential discussion to learn more about the role and opportunity please contact Kew’s appointed recruitment partner Matt Giles of The Management Recruitment Group. Matt Giles M: 07530 680 159 E: matthew.giles@mrgglobal.com Applications should consist of a comprehensive CV and supporting cover letter outlining key matching experience and rationale for applying for the post. Applications should be sent to matthew.giles@mrgglobal.com The closing date for applications is Monday 28 August 2023. Following the closing date, applications will be reviewed and The Management Recruitment Group will undertake preliminary meetings with selected applicants.
Interviews will take place in mid September.
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