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;
Made with FlippingBook Learn more on our blog