DEPUTY GENERAL MANAGER UNIVERSITY PARTNERSHIPS PROGRAMME
CANDIDATE BRIEFING PACK
JUNE 2019
UNIVERSITY PARTNERSHIPS PROGRAMME
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Introduction to University Partnerships Programme
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Our Partnerships
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The Student Experience
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UPP Management
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The role of the Deputy General Manager
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Job description and person specification
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Organisation Chart
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Benefits of working at UPP
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Further Information and Application Process
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UNIVERSITY PARTNERSHIPS PROGRAMME
Introduction
University Partnerships Programme UPP
We are the UK’s leading provider of on-campus residential and academic accommodation infrastructure. We have over 35,000 rooms in operation or under construction through long-term, bespoke partnerships with 15 world-leading universities. With over 800 employees, since 1998 UPP has invested well over £2.5bn in the UK higher education sector and provided homes to over 310,000 students. We create bespoke, long-term partnerships which enable universities to make the most effective use of their assets, free up resources and improve student services. We fund, design, develop and operate high-quality and affordable accommodation on campus and deliver the very best student experience in partnership with universities. Our unique partnership approach enables our university partners to develop their estates whilst reinvesting in their core services of teaching and research. We fund, design and build new on-campus residential and academic accommodation infrastructure, complete estate transfers and operate facilities over the long-term. Our transactions are typically undertaken on a demand-risk-transfer basis through a non- recourse approach, with the asset returning to the university in an agreed condition at the end of the concession. We encourage our partners to take an equity share in the project company so that both parties benefit from the successful delivery and performance of the accommodation, with interests aligned over the life of the partnership.
Our Vision
To be the UK’s leading student accommodation provider working with the trust and confidence of our university partners. To deliver on this ambitious vision, we have three strategic aims: 1. To drive operational excellence throughout our Business. 2. To delight our university partners through the services we provide to them and their students. 3. To generate value for our investors to enable them to further invest in the growth of our Business. To achieve the aims, we all need to focus on six strategic priorities: 1. Student experience – to provide an easy-to-access, reliable and excellent student experience. 2. Partnership – to develop and maintain highly-effective university partnerships. 3. Our people – to develop a safe, highly-engaged, skilled and collaborative organisation. 4. Accommodation – to apply effective asset management to provide good-quality accommodation. 5. Continuous improvement – to promote a culture of continuous improvement by embracing technology, innovation and efficiencies. 6. Development – to ensure highly-effective development, design and construction capabilities.
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UNIVERSITY PARTNERSHIPS PROGRAMME
In Partnership, for the long term.
We deliver a range of services which can help universities to invest in improvements their estate, or improve student services. Our range of services includes; funding, design, build and operation of student accommodation. We employ over 800 people managing more than 35,000 rooms in operation or development. Our support, delivered in partnership, is helping 15 UK Universities to upgrade their estates, make best use of their physical assets, improve services and enhance the student experience. In the last decade we have provided more than £2.5billion in new funding, supporting our partners to invest and grow, to meet demand and improve the student experience. Any UK University with a strong strategic vision can benefit from a partnership with UPP, or access our range of services.
Our University Partners
Imperial College London Lancaster University Leeds Beckett University Loughborough University Nottingham Trent University Oxford Brookes University
1172 Rooms / FM Services
4347 Rooms / Eco-Residences / FM services 2038 Rooms / Eco-Residences / FM Services
1310 Rooms / FM Services
4402 Rooms / Academic / Retail / FM Services
771 Rooms / FM Services
University of Plymouth University of Exeter
1764 Rooms / Academic / FM Services 2569 Rooms / Academic / FM Services
University of Kent
1840 Rooms / Eco-Residences / Academic / FM Services
University of Nottingham University of Reading
2223 Rooms / FM Services
4971 Rooms / Accommodation Office / FM Services
University of York
1043 Rooms / FM Services
University of London
1200 Rooms / FM Services (511 due to open summer 2019)
University of Hull
602 Rooms (860 due to open September 2019)
Swansea University
2,021 Rooms / FM Services
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UNIVERSITY PARTNERSHIPS PROGRAMME
Student Experience
Great space and services with student experience built in. Our partnerships support universities to create environments within which students can live, study and thrive. We manage the needs of more than 35,000 students every term so we never stop learning and we share our experience with our partners. We also know that every University is as unique as the thousands of students it serves and this ensures that we are never complacent, and never take a one size fits all view. Independent qualitative and quantitative research helps us understand the evolving needs of students and face to face focus groups, and regular surveys with our residents enable us to check and adapt our approach quickly. As specialists, the quality of our staff and their in-depth understanding of the unique environment and the people for whom we provide services, enables us to support universities, understand their aims and their strategy and together deliver tangible improvements to the student experience. Our design teams work to understand how students want to use space, and how they interact with each other, leading to seemingly small improvements to the specification of a bedroom, or major changes that impact on construction or technology. At UPP we aim to deliver great places to live, with student experience literally built in. Listening, responding, adapting Students can be demanding and their needs constantly evolve.
Long-term, stable growth
Our clearly defined strategy for growth is based on our overarching mission to be the strategic partner of choice in the delivery of infrastructure and asset management services to UK universities. Our model is focused on long-term partnerships, supporting universities in improving the quality of their physical infrastructure and services to students. In aligning the interests of both parties, our unique approach provides security in the delivery of revenues and in turn, expected returns to investors. Our strategy will: • Grow the number of partnerships we have with selected universities • Increase the number of student rooms under management • Deepen the existing relationships we enjoy with our current partners • Invest in our staff to ensure we deliver the best customer service • Develop new and innovative ways of funding infrastructure projects • Identify new revenue streams and increase the value of existing revenue streams • Develop innovative solutions for the non-residential requirements of our partners • Wrest the economic benefits of ever more effective procurement
UNIVERSITY PARTNERSHIPS PROGRAMME
The Role of the Deputy General Manager
To be directly responsible for delivery of Soft Service operations within the halls of residence. The role will also act as the Deputy General Manager and will be expected to be accountable and manage the overall operation in the absence of the General Manager. The role holder will lead on the ensuring standards for service excellence and the property condition are executed effectively for the whole site. This role will have responsibility for the management of out-of-hours escalation via a Duty Manager rota basis.
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UNIVERSITY PARTNERSHIPS PROGRAMME
Job Description Job Title :
Deputy General Manager
Location : Reports To : Direct Reports :
Plymouth
General Manager
Cleaning Manager, Front of House Reception Team, Administrator
Roles and Responsibilities Management Oversight
• Develop the strategic plan to deliver exceptional customer service for the whole team • Lead and establish credible performance reviews for Housekeeping, Maintenance and Front of House Teams • Lead and develop the staff champions for Student Experience, Environmental provision and the Site safety coordinator Client • Act as Deputy for the General Manager for client accountability • Develop effective communication planning for the client team • Develop operational communications and liaison for Vacation Services planning • Lead on all communications with the University Residence Life team • Ensure effective operational reporting to internal and external stakeholders. Staff Management • Management, supervision and support for recruitment, induction, development and appraisal of the Front of House Team. • Ensure that the site’s training matrix is maintained and compliant • Develop and lead effective employee engagement strategies for the whole team and udertake management and resolution of issues in a timely manner. • Provide regular timely communication on service performance to the whole team • Recruit, train and develop a dedicated vacation services team • Engage all direct team members within weekly and monthly team meetings Facilities Management • Implement effective procedures to ensure standards for Service and Condition are maintained effectively. Ensure that the site team delivers legal, contractual and SLA obligations. • Oversee the end of licence period checks and the completion and return of the deposit return forms • Support the marketing strategy of the accommodation with the relevant client team members. • Be prepared to work flexibly with reasonable notice as and when the need arises, especially during the main student arrival and departure weekends and University Open
Days and Applicant Days. • Encourage reasonable and fair behaviour in conjunction with the Residence Life team. • Report on Facilities Management standards and performance via agreed protocols. • Liaise with key suppliers and internal departments to drive financial efficiencies whilst ensuring integrity of supply chains. • Plan and execute the operational arrangements for the Vacation business Customer Service • Ensure the team delivers exceptional Customer Experience to students. • Ensure a high standard of delivery of services to the Summer Vacation business. • Develop strategies to promote positive communications with residents, delegates, contractors and visitors to the site. • Ensure that the Site Strategic Plan is effective, communicated and updated to all team members • Liaise confidentially with student support services, Chaplaincy and other agencies in relation to student welfare and strictly follow the Company policy for pastoral welfare • Respond to all comments and complaints in compliance with the SLA ensuring appropriate investigations are carried out and where necessary escalating to the relevant manager. Health and Safety • Carry out regular inspections of the accommodation and support effective plans to continually improve Health and Safety performance. • Assist with investigating incidents and accidents should they occur • Develop site plans to create a positive H and S culture • Maintain and adhere to the Health and Safety at Work Act provisions in all duties and ensure staff compliance with relevant legislation. • Report any H&S issues relating to the residence ensuring all information is passed to the appropriate persons • First Aid – appointed person responsibilities, if required Report Writing • Complete all necessary reports as required by the business and site operations Other Duties • Ensure Finance, HR & payroll functions are carried out in compliance with procedures and work within agreed budgets. • To plan own development and undertake training as required • Other duties as commensurate with the post • Partake in Duty Manager rota for out-of-hours escalation Contact with Others • Daily contact with UPP managers and staff (including internal support functions) • Contact with residents and the University Client • Contact with specialist sub-contractors and suppliers.
UNIVERSITY PARTNERSHIPS PROGRAMME
Person Specification
Attributes Experience
Essential criteria
Desirable Criteria
Previously managed a similar multi-faceted role Client relationship management experience Hospitality Experience to an accredited high-standard
Evidence of delivering change and managing Standards Experience in a Student Accommodation operations or Similar FM service experience
Management of a large team (30+) Evidence of strong leadership skills Change Management
Skills/ Ability/ Knowledge
Excellent Report writing skills Excellent communication skills both written and verbal, including the ability to effectively communicate at individual and team level. Presentation skills Strong management, planning and organisation skills and resilience, working under deadlines. Strong IT literacy with good practical ability on MS Office (Excel, Word etc) database and spreadsheet applications. Have a good understanding of health and safety legislation Educated to degree standard or equivalent level of applicable work experience. Excellent communication and customer care skills Positive outlook and confident personality Strong attention to Detail Team player and approachable / Friendly Professional appearance Proactive approach to problem solving Driving licence
Client reporting on a monthly basis Evidence of monitoring standards
Education/ Qualification
Professional membership of a relevant industry body
Personal Qualities
The benefits of working at UPP
In addition to a competitive basic salary level and industry leading bonus potential, UPP offers a diverse range of employee benefits, including: • Salary exchange pension – matched contributions of 5% • Private Medical Insurance – single cover with the option to add dependants • Private Health Insurance (Group Income Protection) • Life Assurance x4 salary (x2 salary if opted out of pension scheme)
• 29 days annual leave, plus 8 days bank holiday • Holiday purchase option – up to 5 days (FTE) • Bonus Exchange • UPP Payroll Giving (Give as You Earn) • UPP Rewards (discount portal) • Employee Assistance Programme
Our people forms one of our six strategic priorities. We strive to develop a highly-engaged, skilled and collaborative organisation that is diverse and has an embedded culture that promotes equality of opportunity. We offer the opportunity for flexible working and an inclusive environment for our people.
Further information and application process
For a confidential discussion to learn more about the role and opportunity please contact the UPP’s appointed recruitment partners Hayley Mintern and Charlotte Turedi of The Management Recruitment Group. Hayley Mintern
T: 020 8892 0115 M: 07530 680 184 E: hayley.mintern@mrgpeople.co.uk Charlotte Turedi T: 020 8892 0115 M: 07852 131 794 E: charlotte.turedi@mrgpeople.co.uk
Applications should consist of a comprehensive CV and supporting cover letter. Applications should be sent to hayley.mintern@mrgpeople.co.uk and charlotte.turedi@mrgpeople.co.uk. The closing date for applications is Thursday 4th July 2019.
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