THE ROLE
The post holder will promote and deliver a strong customer service culture for students, staff, client departments and other stakeholders. o Engage proactively with the academic and student community, demonstrating at all times awareness and understanding of current thinking and issues as they relate for example to pedagogy and teaching space, security and student safety or service provision and faculty and school requirements. o Analyse and interpret the internal and external environment, designing service provision to effective respond to this, for example in responding concerns and trends in crime and student safety. o To be responsible, in conjunction with senior academic colleagues, for the setting and delivery of formal and informal teaching and learning space strategy for the university; ensuring it is reflective of pedagogical requirements, the student education strategy and aligned with the sector’s best practice. o Critically appraise the effectiveness and interaction of systems and processes putting in place appropriate integrated strategies with input from all relevant stakeholders, where this may not be the case eg access control / locking systems across the institution, ensuring that they are fit for purpose, consistent and efficiently deployed and managed. o Foster an environment of continuous improvement, monitor and respond to customer feedback, ensuring up to date techniques are used, actions from surveys of satisfaction levels implemented and the Service demonstrates commitment to ongoing improvement. o Through ongoing review/audit of service delivery, market testing and benchmarking ensure that service levels are appropriate and deliver value for money.
Taking overall responsibility for the performance of the service in line with targets and priorities set out within the Facilities Directorate’s overall business plan and strategy. o To be responsible for the setting and delivery of the capital programme associated with the teaching space portfolio, specifically in conjunction with the University’s senior management, the teaching space refurbishment and innovation investment strategy. o Efficient management of all Campus Support services ensuring optimum performance via robust service level agreements, (where appropriate) key performance indicators, and continuous improvement initiatives. o Responsible for risk management, business continuity and the Service’s plans for dealing with major incidents. Specifically, assessing security risks by collecting of intelligence from internal and external sources and close liaison with University’s Secretariat and other senior officers in ensuring sensitive and appropriate management of such incidents. o Develop and maintain close and effective working relationships with community groups, neighbourhood policing and other partners, to ensure their continued support including for example in the management of high-profile visits and events which have a potential to create security concerns. o To liaise with senior managers within and outside own area and the Facilities Directorate to influence strategic approach/ongoing developments and to ensure the provision of a “seamless integrated service” for students and the academic community. These duties provide a framework for the role and should not be regarded as a definitive list. Other reasonable duties may be required consistent with the grade of the post. o Undertake rigorous cost management, within the Service in order to meet financial, operational and other performance targets.
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