Head of Estate Customer Service
Candidate Information Pack
CONTENTS
Section 1 Executive Summary
Section 2 Purpose of post
Section 3 Person Specification
Section 4 Pay and Benefits
Section 5 Application Process
1. Executive Summary The Royal College of Art is the UK’s only entirely postgraduate art and design university. The Royal Charter specifies that the College’s purpose is “to advance learning, knowledge and professional competence particularly in the field of the fine arts… through teaching, research and collaboration with industry and commerce”. Fifty years on, the College remains in the vanguard of creative enquiry, with around 2,000 students from 65 countries registered for MA, MRes, MPhil and PhD degrees. Applications are strong, and the College’s strategy sets out an ambitious plan both to increase student places to 3,000 by 2020 and to launch new programmes underpinned by its world-class research. Recent examples include the MA in Contemporary Art Practice, launched in 2016, to offer a truly global dialogue about the practice and study of contemporary art, alongside the College’s established fine art programmes in painting, sculpture, photography and print, and the haptic crafts of making in ceramic, glass, and metal. The College is located on three sites in central London, in Kensington, Battersea and White City. In 2016 the Chancellor of the Exchequer announced an unprecedented £54 million grant to support a major expansion at Battersea to create a flagship innovation campus, housing new research centres, knowledge exchange labs and additional space for the College’s highly successful business incubator, InnovationRCA. Work on the new building is due to start in early 2018 and complete in late 2020. As well as welcoming students from around the world, the College’s global dimension is enhanced through extensive links with business and industry and its partnerships with leading art and design, cultural and educational institutions; including, among many others, its neighbours in Kensington (Imperial College London, the Victoria & Albert Museum, the Royal College of Music and the Natural History Museum). The College has 400 full- and part-time staff, including internationally renowned artists, designers and practitioners. These staff, together with customised forms of teaching and learning, dedicated technical facilities and research centres, all contribute to create an exceptional creative and intellectual environment and a remarkable record of graduate employment. Numerous eminent graduates have created far-reaching impact and influence, and the College boasts such noteworthy alumni as Sir James Dyson, Thomas Heatherwick, David Hockney, Tracey Emin, Christopher Bailey, Julien McDonald, Alison Jackson, Idris Khan, David Adjaye, Suzie Templeton and Sir Ridley Scott. The RCA operates on campuses in Kensington, Battersea and White City, with a total estate of 36,000 square metres consisting of both purpose built and converted buildings. These include the Grade 2 listed Darwin Building (1961) in Kensington, the Sackler (2007) and Dyson (2012) Buildings in Battersea and a new campus at White City which opened in September 2017.
2. Purpose of the post
To lead the provision of estate focused customer services across the RCA campuses, including technical maintenance, cleaning, security, post, shuttle buses, and catering.
This post will both lead the management and performance of outsourced contracts together with providing leadership to campus based customer service managers and teams, who will act as the primary contact between campus users and the estates team. This post will take responsibility for all aspects of day to day estate management ensuring that campus users are given a world class experience, our campuses are legally compliant and managed in an affordable and sustainable manner.
Main duties and responsibilities
· Lead on the definition, procurement, management and performance of all outsourced estate contracts, acting as technical expert for all contracts;
· Work with the Building & Estates General Manager to produce monthly reports on contractor performance against KPIs;
· Be accountable for the financial performance of all outsourced contracts;
· Be accountable for the key statutory deliverables required of the outsourced contracts, ensuring that the College remains in compliance with its statutory requirements at all times;
· Lead on the development of all policies and procedures relating to day-to-day estate operations;
· Lead and develop the Customer Service team to ensure that all campus users receive a world class user experience, acting as a role model for high levels of customer service;
· Lead the Customer Service team to ensure team objectives are delivered and the work of the team is coordinated with the wider Estates team;
· Work with the Building & Estates General Manager and Building & Estates Management Accountant in the production, monitoring and compliance with the annual budget process, being accountable for all estate revenue spend;
· Work with the Director to develop long term revenue projections for estate expenditure;
· Support the capital projects team in the production of operational function requirements for all capital projects, reviewing designs and participating in the handover processes for new projects;
· Regularly review the presentation of all areas of the campus to ensure that our world class aspirations and position are reflected;
· Manage all cross-campus stakeholder relationships, supporting and working with the Customer Service Managers;
· Participate fully in a ‘team general management forum’ that will provide the platform for sharing information, expertise and best practice across the team to embed a consistent and high quality of practice;
· Assist the Director with recruitment and people management with the relevant HR Manager;
· Assist the Director with the production of management information and governance reporting requirements;
· Ensure that record keeping within the Customer Service team is accurate and co-ordinated with the requirements of the Building & Estates General Manager;
· Assist the team with the data collection and compilation of estates information required for statutory submissions and other external stakeholders;
· Play an integral role in the College’s Emergency Response and Business Continuity Plans;
· Undertake such other duties as may reasonably be required by the Director.
3. Person Specification
Essential:
· An honours degree (or equivalent) in a relevant subject with evidence of strong intellectual and analytical skills.
· Highly experienced in the delivery of Hard and Soft FM.
· Highly experienced in the effective management of outsourced contracts.
· A high level of technical expertise in all FM provision, particularly maintenance and statutory compliance.
· High level of digital literacy and IT skills including productivity suites (Microsoft Office, Google for work), Web/Internet use and financial management systems.
· Experience of the setting and management of budgets and financial planning, including planning resource allocation.
· Highly experienced in people management and customer service experience.
· Familiar with the processes for operational input into capital projects.
· Highly experienced in the management of a diverse and demanding set of stakeholders.
· Proven interpersonal and communication skills with a high degree of tact and diplomacy and ability to negotiate, and build consensus and stakeholder buy-in.
· Innovative and flexible approach to work.
· The ability to inspire and lead the pursuit of excellent customer service.
· Able to deal positively and constructively with change and to juggle conflicting priorities.
Desirable:
· An affinity for and understanding of the working culture and ethos of a higher education or cultural institution.
· An interest and enthusiasm for contemporary art, design and culture.
· Experience of college systems and software - Financial (Agresso), HR/Payroll (iTrent), CRM system (Raiser’s Edge), student software/database.
Additional Information
· Salary working 35 hours per week: £53,202 - £59,534 per annum inclusive of London Allowance.
· Normal hours will total 35 hours per week over five days, with an hour each day for lunch.
· 30 days annual leave plus extended breaks at Christmas and Easter.
· A contributory defined benefit pension scheme and interest free season ticket loan are available.
4. Pay and benefits
Pension The Royal College of Art is a member of the Superannuation Arrangements of the University of London (SAUL) which is a contributory defined benefit pension scheme. The college will contribute a sum equal to 16% of your salary while you pay 6%. Holiday 6 weeks’ (30 days) paid leave a year plus bank and public holidays normally observed in England and Wales. In addition, the college is normally closed for six days a year, one day either side of Easter and the remainder between Christmas and New Year. Part-time staff will be entitled to the pro rata equivalent.
Season ticket loans Interest-free loans are available for staff to purchase annual season tickets.
Enhanced maternity and adoption pay Qualifying employees are entitled to enhanced maternity/adoption pay: 26 weeks’ full pay, 13 weeks Statutory Maternity/Adoption Pay. This compares to the statutory provision of 90% of average pay for 6 weeks followed by Statutory Maternity/Adoption Pay for 33 weeks. Enhanced paternity pay Qualifying employees are entitled to two weeks’ paternity leave entitlement at full pay. This compares to the statutory provision of two weeks’ pay at the statutory rate.
Enhanced sick pay Occupational sick pay after six months’ service is three months’ full pay/three months’ half pay.
24/7 confidential support Staff and family members in their household have access to a free, external confidential support service for work, financial, legal, family and personal problems 24 hours a day, 365 days a year. Occupational health Occupational Health support for the College is provided by Imperial College’s occupational health service at their South Kensington Campus. Cycle to Work Scheme The Royal College of Art has signed up to the Cycle to Work Scheme – part of the government’s Green Transport Initiative – which allows employees to make significant savings on purchasing new bikes and safety equipment. Life Cover Active members of the SAUL pension scheme automatically receive life cover. A lump sum of four times your salary together with a refund of your contributions and a 2/3 pension for your dependent/spouse is payable should you die whilst in employment.
Library All staff are welcome to join the college library.
Events All staff are welcome to attend exhibitions, lectures and private views held by academic schools and programmes.
5. Application Process
APPLICATION PROCESS
For a confidential discussion please contact our advisor Michael Hewlett at michael.hewlett@mrgpeople.co.uk or on 0208 892 0115.
To apply please send a CV and covering letter to michael.hewlett@mrgpeople.co.uk.
The Management Recruitment Group has been exclusively retained for this campaign. All direct and third party applications will be forwarded to them.
Closing date for applications: Friday 15th June 2018.
Interviews to be held week commencing 29th June 2018.
Annual Report on Widening Participation and Outreach (WP&O) | 2013–14
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