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:
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