London Metropolitan University – Estates Business Services …

Estates Business Services Manager

Candidate Information Pack


Introduction London Metropolitan University The Estate Job description and person specification Working at London Met Application process

Introduction London Metropolitan University is a striving and ambitious institution committed to transforming the lives of its students through excellent education. We are committed to making education available to people from all walks of life, creating and advancing social justice, social mobility and access to opportunity and professions. Our graduates benefit personally, but also contribute to society, culture, public services and the economy in all areas of London, the UK and around the world. The Estates Business Services Manager is a pivotal role with the Estates Department and leads the day to day running of the Estates Business Services team. Key aspects of the role will include developing and delivering an efficient and resilient supply of administration services that fits the needs of the department. Leading and developing a feedback system, including the analysis of the data to improve services and providing line management to the Estates Business Partner to ensure a smooth flow of information into and out of the Estates department, connecting our services and projects to the wider university community. We are seeking a highly organised, collaborative, positive individual who has demonstrable experience of leading business support services (including diary management, minutes, online filing system management, timesheets, purchase orders, invoicing etc) providing exceptional customer service. You will have experience of managing Business Partners or Account Managers, designing, and implementing feedback systems with the ability to analyse, interpret and present often complex information and to a wide audience.

London Metropolitan University

London Metropolitan University has a rich history with strong educational roots dating back to 1848. The University as it is today was created in 2002 with the merging of London Guildhall University and the University of North London, the first merger between two universities in the UK. Based in one of the world’s most exciting capital cities, London Met is home to a diverse community of inspiring and determined learners, teachers and innovative thinkers. We offer a wide range of courses, from undergraduate and postgraduate degrees to short courses and professional qualifications, many of which are available to study full-time or part-time. We take pride in helping our students reach their goals and succeed in their careers. 96.7% of all London Met graduates are in work or further study within six months (Destinations of Leavers from Higher Education survey 2016–17). All of our undergraduate courses include some form of work-related learning, such as a placement, client project or on-campus work experience, and many courses are accredited by professional bodies.

Our mission To transform lives through the power of education.

Academic vision To be the university of choice, transforming lives for a diverse range of students from London, the UK and around the world.

Our values • Integrity • Excellence • Service • Collaboration and teamwork • Effective citizenship

We had a total of 9,714 UK-based higher education students in 2018–19, of which:

The University’s academic structure is made up of six schools

Guildhall School of Business and Law Offering a dynamic and relevant portfolio of business and law courses.

School of Computin Media Offering qualification creative technologies

School of Social Professions Focusing on employability and developing graduates for the world of work.

School of Social Sc Demonstrating the re science as a tool for change.

ng and Digital

School of Human Sciences Offering a wide range of courses in subjects including science, dietetics, and sport.

ns in subjects from s to electronics.

ciences elevance of social affecting societal

School of Art, Architecture and Design Internationally recognised for high quality teaching, excellent facilities and unique opportunities.

The Estate The university is spread across two teaching campuses totalling 79,599 sqm GIA: one in the heart of Aldgate which houses the School of Art, Architecture and Design ranked 4th in the UK university league tables. The main campus is in Islington which includes the award winning Graduate Centre designed by internationally acclaimed architect Daniel Libeskind. In addition there is the specialist business incubator, the Accelerator, located in Shoreditch and highly regarded for its annual Big Ideas Challenge. Innovative teaching spaces In spring 2018 we opened our brand new world-class teaching facility in the Roding Building consisting of 11 high-spec classrooms installed with cutting-edge technology, including a state of the art Ideation room with the world’s largest, interactive, digital whiteboard. There are study common rooms, a variety of social spaces and accompanying breakout seminar rooms, IT suites and collaboration spaces, across three floors. Specialist facilities We officially opened the University’s Cyber Security Research Centre in September 2018 with a dedicated investment of £500,000. The University also boasts state-of-the art facilities from a brand new UN accredited Translation and Interpretation Suite, a mock courtroom, Bloomberg suite and purpose-built art, design and recording studios. Student Union Opened in 2018, our newly refurbished Harglenis building is a space dedicated to our Students’ union centre providing social and office space with its own student radio studio station, Verve. Library and study space Housed within a refurbished 1960’s glass factory, this facility provides over 9642sqm GIA of formal learning space with a wide range of study spaces and facilities to support student learning. Hospitality and catering The university supports seven catering outlets across all of its campuses including a brand new catering outlet called the Highbury Canteen providing a combination of hot meals and branded coffee shops. This is in addition to the 352 seat licensed Rocket Student Bar and recently refurbished 400 seat Great Hall venue built in 1896 which is used for a wide scope of events such as conferences, exhibitions, trade fairs, award ceremonies, receptions and conventions.

Business Incubation Based in Shoreditch, our specialist business incubator space, Accelerator provides the perfect home for the student enterprise programme which gives London Met’s passionate early stage entrepreneurs a chance to turn their business ideas into viable ventures through a network of advisors and investors, experts and mentors and an active events and initiatives programme. For 15 years Accelerator has been helping their community of tech start ups to grow and scale in the heart of Tech City. World Class teaching laboratories We have spent over £30 million to create one of the largest and most advanced science teaching facilities in Europe. Our Science Centre on Holloway Road is home to an incredible Superlab, which has 280 individual workstations and is one of the largest and most advanced science teaching facilities in Europe. The centre offers exceptional teaching and research facilities, giving our students a cutting-edge experience of learning science.

Job Description

Estates Business Services Manager Job Purpose

The pro-active leadership of the Estates Business Services team, developing an efficient and resilient supply of administration services to the Estates department. To lead the strategic development of innovative feedback mechanisms, including the analysis of the data, and champion the use of data to improve services and communicate these changes back to our stakeholders. To manage the Estates Business Partner and ensure a smooth flow of information into and out of the Estates department, connecting our services and projects to the wider university community. To ensure compliance with Estates and Institutional governance requirements, providing support and advice to team members as required. Key areas • To lead the efficient running of the day to day operations of the Estates Business Services team. • To ensure the business services provided fit the needs of the Estates department. • To lead and develop the feedback system. • To lead and manage the collation, analysis and presentation of of complex information from a range of sources to inform optimal solutions. • To lead Estates drive to deliver service excellence supported by detailed performance reporting. Main duties and responsibilities The postholder will: • Develop the procedures and processes of the Business Services team to ensure an efficient service is provided. • Identify training gaps and ensure the development of the team, ensuring that the service is ‘future proofed’ to deal with changes in service delivery methods and technology. • Support the Estates Services Excellence Manager in the delivery of the Switchboard service, ensuring that we work collaboratively with IT to ensure resilience in the system.

• Lead the strategic development of the Estates Department feedback mechanism ensuring the proper collection and analysis of data, providing professional advice on improving service delivery through the proper trialling and implementation of changes following feedback. To ensure the feedback loop is closed through excellent communication with key stakeholders. • Direct the Estates Business Partners in creating, developing and maintaining excellent relationships with key contacts and other stakeholders in a professional and exemplary manner. Act as the point of escalation for any service issues experienced by Heads of Schools and Heads of Professional Departments that cannot be resolved by the Estates Business Partners. • Provide detailed analysis of complex data to inform strategy and develop procedures. • Cover for Estates Business Partners directly as and when required to maintain service continuity and ensure manageable workloads. • Support the Estates Business Partners and Events Manager in developing suitable communication paths and documentation as part of the Internal Events Support service. • Work closely with the Estates Heads of Service and Estates Business Partner to ensure that new ways of working and processes are implemented and communicated successfully. Support the Heads of Service in reviewing processes following feedback, and making active improvements to services. • Work closely with the Marketing, Sales and Engagement manager on the rebrand of the Estates department. Work with the Estates Heads of Service to provide professional advice on ensuring our service delivery reflects and communicates our values to our stakeholders. • Direct line management of Estates Business Partners and Estates Service Excellence Manager, including appraisal, development and objective setting, performance, instruction, guidance and support, grievance and disciplinary procedures, recruitment and induction.

Miscellaneous • Exemplify and promote the values of the University. Have a strong commitment to coaching and developing; working cooperatively with colleagues; valuing the contribution of others and sharing knowledge and expertise. • Undertake other duties of a reasonable nature, as may be determined by the postholder’s supervisor from time to time, in consultation with the postholder. • Carry out all duties in accordance with the University’s Equal Opportunities Policy and other policies designed to protect members of staff or students from harassment. It is the duty of the postholder not to act in a prejudicial or discriminatory manner towards members of staff, students, visitors or members of the public. The postholder should also counteract such practice or behaviour by challenging or reporting it. • Take reasonable care of health and safety of self, other people and resources whilst at work to comply with the University’s Health and Safety Policy, Codes of Practice and local rules. • Co-operate with the line manager or any other person with specific responsibility for health and safety, to enable the University’s responsibilities under the Health and Safety at Work Act to be performed.


Person Specification


Relevant Criteria

Essential/ Desirable

Relevant experience Leading and setting customer service excellence standards Leading a team Experience of change management


Leading a business support team that deliver services such as diary management, minutes, online filing system management, timesheets, purchase orders, invoicing etc Experience of working with feedback systems in order to ensure excellent customer service Experience of designing and implementing feedback systems Account management experience delivering great customer service Managing Business Partners or Account Managers Experience of presenting feedback and other data to a wide audience Managing projects Stakeholder management Relevant business management or administration qualification Prince II qualification or equivalent knowledge Good knowledge of governance and associated procedures Good understanding of the key functions of a busy Estates department Good knowledge of relevant legislation such as GDPR, data protection act, freedom of information act etc. Events Management process knowledge or experience



Education and training

General and special knowledge



Relevant Criteria

Essential/ Desirable

Skills and abilities

Strong line management skills Excellent IT skills with proficient use of Microsoft packages Excellent communication and presentation skills with ability to engage at all levels Strong planning and organisational skills Good analytical skills with ability to analyse, interpret and present often complex information Wide experience of administration roles including: Personal Assistant duties and diary management; minute taking; arranging meetings; telephone and email correspondence; invoicing, purchase order systems and other financial administration; with the ability to set standards in these areas and develop the team. A strong commitment to: • the University’s values, mission and strategic plan; • a “coaching and developing” approach when dealing with colleagues and students; and • working collegially; valuing the contribution of others and sharing knowledge and expertise.




Special requirements


Working at London Met

In addition to the working in an ambitious, dynamic and diverse organisation and a competitive salary level, staff working at the University additionally benefit from: • generous annual leave entitlement • a career salary average pension scheme with up to 18% employer contribution • Local Government Pension Scheme (LGPS) members have the option to pay into shared cost salary sacrifice AVCs • a fee waiver scheme for staff undertaking relevant university courses • free on-site sport and fitness facilities including gymnasium use and classes • access to 24/7 confidential support from our Employee Assistance Programme by phone or a mobile app which includes telephone counselling • free employee eye tests and discounted spectacles through our eye care voucher scheme • interest free season ticket loan (after completing probationary period) • a professional staff development programme • tax efficient salary sacrifice schemes for childcare vouchers, cycles and cycling equipment • employee private healthcare plan through the Simply Health cash plan • access to library facilities • access to below market rate sports injuries treatments • a broad range of formal and informal development opportunities to enhance your career • commitment to lifelong learning.

Equality, Diversity and Inclusion

Championing equity and inclusion lies at the heart of everything we do here at London Metropolitan University.

You can find out more about our values and the action we’re taking by visiting our Centre for Equity and Inclusion and our Equality and Diversity webpages.

Application Process The University is being supported on this recruitment campaign by the search consultancy The Management Recruitment Group (MRG). To arrange a confidential briefing conversation please contact our advisor Sian Gardiner ( of MRG on 0203 962 9900. Applications should consist of a comprehensive CV (of not more than 4 pages) and a covering letter (of not more than 2 pages). Applications should be sent to The closing date for applications is Sunday 24th October 2021

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