UNIVERSITY PARTNERSHIPS PROGRAMME
GENERAL MANAGER (GARDENHALLS) UNIVERSITY PARTNERSHIPS PROGRAMME
CANDIDATE BRIEFING PACK
JANUARY 2019
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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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The role of the General Manager
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Job description
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Person specification
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Further information and application process
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UNIVERSITY PARTNERSHIPS PROGRAMME
Introduction
University Partnerships Programme UPP Our vision is to deliver the very best student
experiences, in partnership with great universities. Our mission is to create exceptional academic infrastructure and support services in partnership. We design and develop high quality, affordable, student accommodation, academic infrastructure and support services. Our unique partnerships enable universities to make best use of their assets, freeing up university resources and improving services to students. Established in 1998, our unique long-term partnership approach means our needs are always aligned with those of our university partners; maximising student occupancy and delivering services of the highest quality. Our business model recognises not only the inherent value of higher education to students, the economy and society, but also the longevity and stability of universities as businesses.
Lancaster University
University of York
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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 16 UK Universities to upgrade their estates, make best use of their physical assets, improve services and enhance In the last decade we have provided more than £2billion 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. the student experience.
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
Plymouth University
1754 Rooms / Academic / FM Services
University of Bath
941 Rooms / Hard FM Services
University of Exeter
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 (878 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. Listening, responding, adapting Students can be demanding and their needs constantly evolve. 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.
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
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UNIVERSITY PARTNERSHIPS PROGRAMME
Eleanor Rosa House The University of London is one of our younger partnerships, and as a sign of its success, we have already completed our second deal with the development of Eleanor Rosa House. The site is currently under construction and will consist of 511 student bedrooms in Stratford, in close proximity to the Olympic Park. We will be welcoming our first students to the new hall in September 2019 and we have established the mobilisation team to deliver operational commencement. Once the site is established, it is currently our intention to grow the role of the General Manager at Garden Halls, by bring this under their management responsibility and forming a University of London Business unit.
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UNIVERSITY PARTNERSHIPS PROGRAMME
Organisation Structure
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UNIVERSITY PARTNERSHIPS PROGRAMME
Job Description
Employer : Location : Business Unit : Job Title : Reports To : Direct Reports :
UPP (Cartwright Gardens) Limited
Garden Halls
Cartwright Gardens General Manager
Regional Director (South East) Maintenance Supervisor, Front Of House Supervisor, Deputy General Manager
Job Purpose To lead and manage the operations and commercial partnership arrangements to deliver the highest standards of partnership and service to enhance the student experience, by providing services, to defined contractual standards, through directly employed and sub contracted teams, to UPP’s partners and stakeholders. In addition the post holder is responsible for supporting the UPP Group strategy for growth. Job Dimension The General Manager (GM) reports to the Regional Director for the South East Region and is responsible for 31 staff delivering hard, soft and security services to UPP Cartwright Gardens ltd SPV, where there are 1,200 rooms. The GM is responsible for setting and maintaining the highest standards of service to the students, liaison with key stakeholders, managing annual budgets, utilities, staff and site operating costs and delivery of revenue targets set by the business for summer vacation and third party income. The GM manages liaison and performance monitoring between the University and UPP and ensures Health & Safety compliance, and plans and delivers the annual PPM and lifecycle programmes within defined timescales and budget.
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UNIVERSITY PARTNERSHIPS PROGRAMME
Purpose of the job
Roles and Responsibilities Service Delivery • Responsible for delivery of all contractual and statutory obligations in a timely, cost effective and efficient manner • Monitor service delivery functions to ensure excellence in the student experience as well as being commercially effective, compliant with the underlease, facilities management contract and service level agreement • Monitor the quality of service delivery ensuring that the Service Level Agreements are met and high levels of customer satisfaction are delivered • Identify and manage the operations in line with the Company’s risk management process • Monitor the quality and cost effectiveness of suppliers and services for the site • In conjunction with the projects and lifecycle teams, develop our product both in respect of pysical developments and service delivery • Lead on projects, e.g. mobilisation of new business • Involvement in UPP wide Project Groups People Management • Motivate, develop and co-ordinate the team to deliver the Company’s business strategy including recruitment, induction, training needs analysis and performance management, as required • Provide leadership and direction to the team to maintain competitive advantage
• Effectively and efficiently manage staff turnover • Maintain Investors In People (IiP) Accreditation
Purpose of the job
Health, Safety, Environmental and Quality Proportion of time: Inherent in the role • Ensure the site is compliant to both statutory and UPP obligations ensuring all systems, processes and policies are in place, complied with, monitored and recorded • Ensure all appropriate HSE reports are provided within the timescales identified by the HSE team, and sent through to Head Office in a timely manner • Ensure all staff are, appropriately and suitably trained in and aware of their HSE duties and responsibilities • Ensure the requirements, and remedial actions of audits and inspections, both internal and external (ISO 9001, ISO 1400 and OHSAS 18001), are met • Ensure an appropriate Site Safety Coordinator is identified, appropriately trained and ensure con- tinued support to the National Forum • Be the formally Appointed Person and responsible for delegating (as appropriate) for the site for: a. L8 Water Management Systems b. Fire Safety Management c. Mechanical Responsible Person d. Electrical Responsible Person Financial Management • Deliver the revenue targets (term time rent, summer vacation income) • Identify other appropriate revenue generating opportunities which enhance the service provided • Prepare budgets for Board approval; then deliver and manage the budgets, reporting to the busi- ness on an on-going basis • Ensure that financial procedures and policies are followed, e.g. approving and authorising expenditure to authorised levels following company procedures • Monitor, manage and facilitate the reduction of the utility usage on the site through implementation of the utility reduction plans
University of Kent
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UNIVERSITY PARTNERSHIPS PROGRAMME
Purpose of the job
Stakeholder Management & Business Development • Be proactive and lead the partnership with the University of London to understand and anticipate their needs • Develop continuous improvements to support the University’s needs and identify opportunities to extend the partnership • Lead the delivery of excellence in student experience within the business • Devise, agree and deliver action plans, using student feedback, to focus on service improvements • Positively promote the core UPP brand and values at all times • Liaise with the university client, student bodies (e.g. student union) and individual students over matters covering all aspects of the accommodation
• Be the Community Liaison Officer for the Community Liaison Group • Ensure a member of the team is nominated as transport manager. Other • Be part of the management escalation procedure • Other duties commensurate with the post • Travel to other locations, including UPP sites and Head Office, as required
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UNIVERSITY PARTNERSHIPS PROGRAMME
Person specification The candidate should demonstrate a sound understanding in the following criteria:
Attributes Experience
Essential criteria
Desirable Criteria Higher Education sector experience Project Management skills Appropriate postgraduate and/ or professional qualifications, eg Chartered Engineer status, BIFM (Qual) Health and Safety qualification eg IOSH Managing Safely
Previous experience of managing facility operations and maintenance services, staff and budgets (operating and lifecycle) Able to demonstrate a thorough understanding of general management techniques in a large and complex organisation Educated to first degree standard in a relevant discipline (architecture, building, engineering, facilities management or surveying) Exceptionally, candidates who are able to cite a substantial amount of relevant senior management experience in Facilities Management or in a related field with a demonstrably successful track record, may be considered.
Skills/Ability and Knowledge Education/ Qualification
Member of BIFM or other relevant professional organisation
Personal Qualities
Strong interpersonal and communication skills
Ability to liaise with all parts of the business internally and externally; including the ability to promote a partnering culture with university staff and academics, trade unions, students and student bodies, contractors and suppliers Strength and quality of leadership and the personal skills required to develop and lead an effective and well-motivated, multi-disciplinary and multi-task site team
Sense of humour
Further information and application process
The salary level for this role is up to £63,500 p.a. plus bonus. For a confidential discussion to learn more about the role and opportunity please contact the UPP’s appointed recruitment partners Michael Hewlett and Charlotte MacGregor of The Management Recruitment Group.
Michael Hewlett T: 0208 892 0115 M: 07972 579 938 E: michael.hewlett@mrgpeople.co.uk Charlotte MacGregor T: 0208 892 0115 M: 07852 131 794 E: charlotte.macgregor@mrgpeople.co.uk
Applications should consist of a comprehensive CV and supporting cover letter. Applications should be sent to michael.hewlett@mrgpeople.co.uk and charlotte.macgregor@mrgpeople.co.uk. The closing date for applications is 10th February 2019.
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