• 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.
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