Campus Operations Manager Candidate Information Pack
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Contents
King’s College London
The King’s Estate
Real Estate Development
Job Description & Person Specification
Further Information & Application Process
KING’S COLLEGE LONDON
Since its foundation almost 200 years ago, King’s College London has been central to the establishment of London as one of the world’s foremost centres of academic excellence.
Situated in the heart of what, by any measure, is one of the world’s most dynamic and international cities, King’s benefits from being shoulder-to-shoulder with London’s great institutions.
While King’s has a proud history, which has served the King’s family well for generations and made a profound contribution to modern life and society, King’s is neither captured nor defined only by its past. Indeed, King’s aspires to tackle global challenges and serve society in a way that is contemporary, forward-looking and unrestrained.
King’s is: • one of the top 25 universities in the world (2016-17 QS international world rankings) • the fourth oldest university in England • research-led and based in the heart of London.
King’s has over 27,600 students (including nearly 10,500 postgraduates) from some 150 countries and almost 6,800 employees.
King’s provides world-class teaching and cutting-edge research: • In the 2014 Research Excellence Framework (REF) King’s was ranked 6th nationally in the ‘power’ ranking, which takes into account both the quality and quantity of research activity, and 7th for quality according to Times Higher Education rankings • Eighty-four per cent of research at King’s was deemed ‘world-leading’ or ‘internationally excellent’ (3* and 4*) • The university is in the top seven UK universities for research earnings and has an overall annual income of more than £684 million. King’s has a distinguished reputation in: • the humanities • law • the sciences, including health areas such as psychiatry, medicine, nursing and dentistry • social sciences, including international affairs.
King’s is in The Complete University Guide’s Top Ten for: • Business Management Studies • Classics & Ancient History
• Dentistry • Education • Food Science • History • Law • Music
King’s has influenced many of the advances that shape modern life, such as: • the discovery of the structure of DNA • research that led to the development of radio, television, mobile phones and radar • being the largest centre for the education of healthcare professionals in Europe.
King’s Health Partners
King’s, Guy’s and St Thomas’, King’s College Hospital and South London and Maudsley NHS Foundation Trusts are part of King’s Health Partners. King’s Health Partners Academic Health Sciences Centre (AHSC) is a pioneering global collaboration. For more information, visit the King’s Health Partners’ website.
World Questions | King’s Answers
King’s £600 million campaign, World questions|KING’s answers, has delivered huge global impact in areas where King’s has particular expertise.
Philanthropic support has funded new research to save young lives at Evelina London Children’s Hospital; established the King’s Dickson Poon School of Law as a worldwide leader in transnational law; built a new Cancer Centre at Guy’s Hospital; allowed unique collaboration between leading neuroscientists to fast-track new treatments for Alzheimer’s, Parkinson’s, motor neurone disease, depression and schizophrenia at the new Maurice Wohl Clinical Neuroscience Institute; created the Cicely Saunders Institute: the first academic institution in the world dedicated to palliative care, and supported the King’s Sierra Leone Partnership in the Ebola crisis. Donations provide over 300 of the most promising students with scholarships and bursaries each year.
King’s Strategic Vision 2029
By 2029 King’s will be: • A recognised community of learners in which students and staff across disciplines collaborate and connect to change the world • Home to the most able and innovative researchers delivering valuable insight and ground breaking discovery in state of the art infrastructure • Known as the university that makes a significant and innovative contribution to
society and to business, beyond education and research • Regarded throughout the world as London’s leading civic university • Making a significant difference on the world stage
The King’s Estate
King’s is most central university in London, with five campuses in the heart of London including four thames-side campuses within a single square mile.
Located on the north bank of the River Thames, the Strand Campus houses King’s College London’s arts and sciences faculties. King’s Venues Strand is adjacent to Somerset House,
close to the Royal Courts of Justice and just a few minutes’ walk from Covent Garden.
The Faculty of Life Sciences & Medicine and the Dental Institute are based at the riverside Guy’s Campus, next to the Shard. Close to London Bridge on the South Bank of the River Thames, next to Guy’s Hospital, this is an increasingly fashionable area, with many bars, restaurants, markets and creative businesses. The Florence Nightingale Museum is based at St Thomas’, along with continuing medical and dental teaching. The Campus is located in central London, overlooking the River Thames, next to Westminster Bridge and opposite the Houses of Parliament. The Waterloo campus is home of the Florence Nightingale Faculty of Nursing & Midwifery and Estates & Facilities department as well as other faculties conveniently placed close to London’s South Bank Centre, Waterloo Station and the IMAX Cinema. Denmark Hill Campus is the home of the Institute of Psychiatry, Psychology and Neuroscience and the Champion Hill Residence. Denmark Hill is situated in Camberwell, in the London Borough of Southwark. In the last few years this and the neighbouring areas have undergone an incredible process of regeneration and are now one of the most exciting places in London to live, study and work.
King’s has a large scale residences portfolio of c. 4000 rooms spanning sixteen locations located throughout London, with most near our teaching campuses.
Real Estate Development
A £1 billion redevelopment programme is transforming King's estate. Since 1999 over half the university's activities have been relocated to new and refurbished buildings.
The current programme will see an investment of £500m and £700m over the next 5 years. Projects include:
Bush House Buildings
King’s is leasing the five iconic Bush House buildings, next to its historic Strand Campus. King’s will occupy Bush House, former headquarters of the BBC World Service, Strand House and King House on a phased basis from September 2016, and adjacent building Melbourne House from 2025. The initial term of the lease is 50 years. We aim to consolidate our position as a top 20 global university by providing world class education and research facilities. Acquiring the Bush House buildings will create a wonderful and dynamic campus in the heart of London by uniting two prime central London locations, the Aldwych and our historic Strand Campus, to create state of the art education and learning facilities for our students. This development will give King’s much greater flexibility both to expand in line with our ambitions for growth and to minimise disruption as we redevelop and upgrade our existing Strand estate. Once King’s takes full occupation of the four main buildings, the Bush House buildings will provide approximately 300,000 square feet of additional space for student study and social space, new teaching facilities and academic accommodation.
St Thomas' Campus project
King’s has unveiled plans to refurbish and develop one of its prime properties in the heart of London to increase space for health education and training.
Architects have drawn up plans for the refurbishment and redevelopment of Block 9 and the Prideaux Building, located on Lambeth Palace Road, which is the last King’s-owned development opportunity on the St Thomas’ Hospital campus. The plans will provide additional education and training space for King’s and Guy’s and St Thomas’ NHS Foundation Trust which would be achieved through the re-development of the Prideaux Building, the refurbishment of the Listed Block 9 building, the removal of the poor quality extensions to the Listed building which detract from the heritage setting and their replacement with more appropriate structures and the creation of a courtyard.
Science Galley London Project
Science Gallery London will be created on a prestigious site at the foot of the Shard and opposite London Bridge Station within Boland House, one of the wings of the 18th century historic Guy’s Hospital on St Thomas' Street.
The Gallery will include flexible exhibition, studio and performance spaces, a theatre with retractable seating, a 100 cover café, a shop and a newly restored Georgian courtyard to be enjoyed by the Guy’s campus communities, local residents and workers as well as members of the public visiting the Science Gallery.
London Bridge (Guy’s Campus) Masterplan
Masterplanning for 347,200 sqm of medical, educational, academic, research, student, retail and office accommodation.
Westminster Bridge (St Thomas’ Campus) Masterplan
Masterplanning for 227,970 sqm of medical, educational, research, academic, residential, retail and office accommodation.
Further information about our future plans can be viewed here:
https://www.kcl.ac.uk/aboutkings/strategy/index.aspx
JOB DESCRIPTION
Post title: Campus Operations Manager
Department/Division: Estates & Facilities
Grade/salary: Grade 7, £41,212 - £49,149 per annum plus £2,923 London Weighting Allowance per annum
Role purpose
• To deliver Facilities Management Services to the King’s community, ensuring services support the learning and teaching experience. In this way, the department can meet the university’s strategic priorities Educate to Inspire and Improve and Research to Inform and Innovate. • To monitor and control resourcing, budgets and performance of one or more of the following functions: in-house Facilities Management Services; third party service providers (including cleaning and security contracts); the Managers on Duty service. • To drive the performance of the Campus Operations Team through actionable KPIs, defining quality and monitoring customer service in line with Fit For King’s values (the directorate’s customer service programme). • To actively support the delivery of the Colleges sustainability and H&S targets, setting clear standards with the Campus Operations Team (including statutory requirements). • Responsible for the health and safety of one or more of the following functions in the workplace by adopting working practices set out in the College’s Health & Safety Policy: in-house Facilities Management Services; third party service providers; the Mangers on Duty. • Achieve 100pc attendance by staff, including third party service providers, at mandatory health and safety training. • Ensure staff, including third party providers, are trained to report all accidents, incidents and ‘near misses’ in accordance with College policy and procedures, and that follow-up investigations are appropriately actioned. • Ensure health and safety records are kept up to date and to provide all relevant data as required by periodical Health & Safety audits. • Responsible for carrying out tests on emergency procedures, ensuring all staff and new starters are fully trained and equipped to respond. • Responsible for adequate first aid coverage and adequate fire marshal coverage within their teams, including out of hours coverage. • During critical incidents, to coordinate the operational team and third party service providers as directed by the Senior Management Team and in accordance with the emergency response plan. Role profile Health & Safety and Business Continuity
Service Delivery
Where the Campus Operations Manager has responsibility for in-house Facilities Management Services, the following applies: • Responsible for the delivery of in-house Facilities Management Services to meet the requirements of the College timetable, with particular regard to the needs of College staff, students and Conference clients and summer schools. Services include: classroom and conference room setup; portering; the postal service; the coordination of deliveries, i.e. logistical solutions. • Guide the Campus Operations Team to become experts in their areas of responsibility by increasing their knowledge of the operation and their ability to proactively problem solve. Areas of expertise include the way space is used at the university and the impact of peak activity on the service; customer centric mail room systems; the end to end mail service, including planned routes and end delivery points, for all delivery types. • Ensure the Campus Operations Team handle customer comments, queries and complaints according to the complaint resolution procedure. Act as the first point of escalation for all customer issues and complaints, and report outcomes in accordance with directorate policy. • Identify innovative working practices and procedures, and develop appropriate systems that improve services, customer relationships and the student experience. Proactively seek customer feedback and devise service improvement programmes to ensure continuous improvement. • Responsible for joined up working with King’s Venues and the College’s commercial operations in order to achieve a world class customer experience. • Responsible for the Managers on Duty, monitoring performance to ensure a world class level of customer care during extended opening hours and at events. Responsible for ensuring Managers on Duty fulfil their duties as custodians of the College estate, effectively curating space and constantly monitoring service delivery standards. • Design and implement a rigorous quality assurance programme, i.e. the auditing of teaching and communal areas to drive standards and enhance the student experience. The quality assurance programme should cover the entire estate termly, with highly utilised space audited more frequently. Secure buy-in to the quality assurance programme from Estates & Facilities teams and third party service providers, e.g. the Operational Assurance Team; Sustainability Team; Engineering Services; Servest; CIS Security Ltd. • In the event of service failure or complaints, support the Managers on Duty to influence Estates & Facilities teams and third party service providers to resolve issues within SLA and to the customers satisfaction. • Refine service delivery standards and tracking reports overtime to drive continuous improvement and to meet changing customer needs. • Implement technology that will make the completion of audits most efficient, e.g. improved reporting tools; databases. Provide Managers on Duty with the most effective communication tools so College staff can contact them swiftly. • Quarter on quarter, reduce the number and severity of complaints about the quality of teaching and research space (e.g. room set up; cleanliness); increase the percentage of successful quality assurance audits (i.e. the estate and facilities are a high standard of appearance and fully functional). Where the Campus Operations Manager has responsibility for Mangers on Duty, the following applies:
Where the Campus Operations Manager has responsibility for third party service providers, the following applies: • Manage contracted services, monitoring performance and ensuring SLAs are met. Responsible for driving corrective action if there are unacceptable levels of non-compliance and escalating as appropriate. Each event to be fully recorded, investigated and action taken to prevent any reoccurrence. • Implement core contract management processes including: the change control process; dispute resolution; performance management; managing contractual documentation; contractual/commercial risk management. • Hold monthly or quarterly contract management reviews, with a focus on risk management and contractual compliance matters such as price increases and management information. • Responsible for gaining an in depth knowledge of each services contract, e.g. where there are requirements, deliverables or specific obligations; all obligations relating to invoicing; to understand the possible pitfalls, difficult negotiation points, commercial and contractual risk. • In the event of a critical incident, responsible for ensuring an appropriate level of governance and sufficient monitoring, supported by external audit where necessary, to be confident the supplier’s assurance process is working and they have acted responsibly.
Budget
• Exercise budget control through the management of expenditure and income within agreed budgets, with regular monitoring of actual performance variances, taking the necessary remedial action when required. • Proactively manage and monitor the customer services budget for the estate within their demise by: effective contractor, supplier and vendor management; timely and accurate payment of all contractor/supplier invoices.
• Ensure College procurement policy is followed, including the purchase to pay cycle.
• Deliver high quality Facilities Services through increased productivity and cost efficiencies wherever possible.
• Monitor and submit financial data to the Head of Campus Operations.
Process & Performance Management
• Oversee an annual review of departmental compliance to Estates & Facilities processes and procedures. Monitor service performance and take appropriate action in case of failure or complaints; report performance issues to the Head of Campus Operations; communicate with stakeholders accordingly.
• Analyse patterns and trends to inform business planning and making data driven decisions.
• Actively compare delivery methods and share best practice with other campuses/sites in order to improve performance.
• Undertake a programme of governance audits and inspections to maintain team and Campus standards.
• Train the Campus Operations Team to maximise the potential of the Directorate/College wide Helpdesk for Engineering and Facilities Services.
Change Management
• Advocate and implement change as directed by the Head of Campus Operations, driving engagement within the team to achieve successful outcomes.
• Continuously assess the needs of the academic community and recommend improvements in service delivery, thereby continuously streamlining services. • Support moves, adds and changes requested by College staff across the campus/sites, by liaising with the relevant parties to minimise the impact on the customer experience (e.g. Space Management Team; third party service providers). • Recruit and manage one or more of the following functions to ensure the highest standards of professionalism and customer service: in-house Facilities Management Services; third party service providers; the Mangers on Duty. • Create a one team approach ensuring team members, including third party service providers, feel part of a wider Estates & Facilities and College community. • Manage By Walking About (MBWA) to ensure a strong leadership presence, open communication and trust within the wider team; to spot-check service delivery; to increase visibility of Estates & Facilities within the wider College community. • Champion Estates & Facilities customer service programme Fit For King’s. Embed the Fit For King’s commitments into working practices. Ensure customer service excellence through 100pc attendance of staff at all Fit For King’s sessions. • Specify staff requirements and coordinate their activities, including devising a rolling rota for team members. Monitor performance and address through College working practices and procedures, both informal and formal. People & leadership
• Ensure relevant training and development is delivered to achieve the highest standards of personal contribution. Maintain a training and skills matrix in order to identify staff training needs.
• Follow Estates & Facilities and HR guidelines for PDRs and annual appraisals. Ensure the performance appraisals of all staff within the post holder’s control are completed annually. • Ensure all members of the in –house wider team are having regular 1-2-1 catch up meetings with their line manager, including direct reports, to monitor performance and wellbeing of individuals.
Sustainability
• Responsible for managing one or more of the following functions to deliver against energy / carbon / waste reduction targets: in-house Facilities Management Services; third party service providers; the Mangers on Duty. • Responsible for securing absolute buy-in to the Estates & Facilities sustainability agenda so that all BAU activity is environmentally conscious and the carbon footprint is minimised. Outcomes to include improved working practices, ethical sourcing of environmentally friendly products and increased re-cycling. (This includes third party service providers.)
General
• Undertake such other duties appropriate to the level and character of work as may reasonably be required within the Department.
• To support and deputise for the Head of Campus Operations in their absence or where demands dictate.
• To be part of the Facilities Management out-of-hours team, ensuring the successful delivery of all Engineering Services and Facilities Management Services within the full operational coverage (i.e. 7 days, 365 days a year). • Support the College’s extended teaching and commercial activities by working flexible shifts and when required some weekends.
PERSON SPECIFICATION
Eligibility to work in the United Kingdom
This post does not qualify for a Certificate of Sponsorship under Home Office regulations therefore the university will not be able to offer sponsorship for this role.
Criteria
Essential Desirable
Education / qualification and training Degree in a relevant subject or equivalent
X
Post Graduate Qualification in a relevant subject
X
Member of relevant professional organisation (BIFM etc.)
X
Knowledge / skills Demonstrable ability to deliver a high level of customer satisfaction Ability to deliver effective training in customer care and service excellence
X X
Computer literate, with knowledge of all Microsoft operating systems, Word, Excel etc.
X
Outstanding oral & written communication skills
X
Highly numerate and with an understanding of budgets
X
Experience Significant senior Facilities Management experience Considerable staff management experience Contractor Management experience Experience of delivering to SLAs and KPIs Demonstrable H&S experience and knowledge (preferably with IOSH/NEBOSH qualification)
X
X X X
X
Experience from a high end hospitality/hotel/corporate background
X
Experience of event management Experience of dealing with VIP’s
X X X
Familiarity with working in the Higher Education Sector
Personal characteristics [Fit For King’s] Ability to exceed customer expectations
X
Strong customer services focus i.e. naturally friendly
X
To have appropriate professional and technical knowledge
X
A proactive, creative and empowering approach to work
X
Presentable appearance
X
Professional and positive approach to work
X
Skilled at complaint handling & service recovery
X
King’s College London is one of the top 20 universities in the world and one of England’s oldest. Located in the heart of London, it has an outstanding reputation for world-class research and teaching and
is rated one of the world’s 20 most international and outward-looking universities (Times Higher 2016).
It was sixth nationally in the ‘power’ ranking of the 2014 UK Research Excellence Framework (REF), and is among the top seven UK universities for research earnings (£193 million in 2014–15), with an overall annual income of more than £684 million.
Further Information and How to Apply For a confidential conversation, please contact our advisor Michael Hewlett (michael.hewlett@mrgpeople.co.uk) or 020 8892 0115.
Applications should consist of a CV and short covering letter and should be sent to michael.hewlett@mrgpeople.co.uk .
Closing date for applications is Sunday 19th August 2018
Their benefits include 27 days leave plus 4 closure days + the USS pension scheme (employer contributions of 18%) Full details can be viewed at https://www.kcl.ac.uk/hr/staffbenefits/index.aspx
52-54 Gracechurch Street, London, EC3V 0EH.
www.mrgpeople.co.uk
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