Customer Services & Support • Ensure that clear, appropriate service standards are agreed, communicated, delivered, monitored and continually reviewed. • Lead on building and maintaining client relationships and client output delivery whilst taking responsibility for quality and risk management across their outputs. •Provide effective strategic leadership that supports the enhancement of the student, staff or customer experience and promote an inclusive environment for students, colleagues or customers. People Management • To guide, motivate, coach, challenge and, where appropriate direct Heads of service areas, supporting them in the development of services that are aligned with the University’s requirements. • Ensure whole-service commitment to the delivery of the Business Plan through effective performance management techniques and ensure that all staff undertake an annual Performance Development Review. • Ensure the composition of teams has appropriate technical/professional skills, leadership and management competencies. •Manage senior staff, developing them and raising their performance; providing advice and guidance on new developments, significant staffing and structural issues, budgetary matters, and issues with institution-wide significance or high risk. •Demonstrate a leadership style which motivates and develops teams and values respect and inclusion. Continuous Improvement • To initiate and oversee, as necessary, major change projects to support the University “Fit for the Future” objectives and achieve service and process improvements. • Initiate and develop policy through appropriate consultation and negotiation ensuring that policies and procedures are inclusive, transparent and fair, and comply with external legislative, quality or procedural requirements. •Proactively engage with sector peer networks, identifying best practice from other institutions in the UK and internationally, assessing performance against external benchmarks and reviewing/amending practices to ensure that the service is of the highest possible standard. •Proactively seek ways in which the flexibility and pace of project and programme delivery can be improved, without compromising the quality of project outcomes or the need for consensus-building and change management.
Relationships Line Manager:
Chief Property Officer
Line Manager to:
Head of Capital Development Head of Sustainability Head of Space and Asset Management
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