WEEKEND/OUT OF HOURS PROPERTY SERVICE MANAGER CANDIDATE INFORMATION PACK
ABOUT US
About UCL Founded in 1826 in the heart of London, UCL is London’s leading multidisciplinary university, with more than 13,000 staff and 43,800 students from 150+ different countries. We are a diverse community with the freedom and courage to challenge, to question and to think differently. Through a progressive approach to teaching and research, our world leading academics, curious students and outstanding staff continually pursue excellence, break boundaries and make an impact on real world problems. Who we are Since 1826, we have championed independent thought by attracting and nurturing the world’s best minds. UCL is a diverse global community of world-class academics, students, industry links, external partners, and alumni. Our powerful collective of individuals and institutions work together to explore new possibilities. • Academic excellence • 29 Nobel laureates • 11 academic faculties • 43,800 students • 14,300 employees • 1st in UK for research strength (REF 2014) • 440 undergraduate programmes • 150+ nationalities represented by student body • 675 postgraduate programmes
UCL’s vision and impact Our distinctive approach to research, education and innovation seeks to further inspire our community of staff, students and partners to transform how the world is understood, how knowledge is created and shared, and the way that global problems are solved. UCL is taking on some of the biggest challenges of our time, and making vital contributions to the public good. As set out in UCL 2034, UCL’s strategy is based on the following principal themes: • Academic leadership grounded in intellectual excellence • A global leader in the integration of research and education, underpinning an inspirational student experience • Addressing global challenges through our disciplinary excellence and distinctive cross-disciplinary approach • An accessible, publicly engaged organisation that fosters a lifelong community • London’s Global University: in London, of London and for London • Delivering global impact through a network of innovative international activities, collaborations and partnerships.
We are continually making an impact on the world we live in.
Candidate Information 3
2 UCL Weekend/OOH Property Service Manager
Transforming UCL UCL has embarked on an extensive building and refurbishment programme - Transforming UCL. This is about creating sustainable spaces that meet UCL’s world-class aspirations and commitment to excellence and innovation. Transforming UCL is the largest capital programme in the University’s history. It will see a substantial investment of over £1.25 billion over the next 10 years to refurbish and develop some of our most iconic buildings whilst also bringing forward new world class buildings. Together these will enable and support the University’s continued growth as we continue to build now and for the future.
Creating campuses equipped for the future • £1.25 billion invested in transforming UCL facilities. • Brand new campus UCL East will be home to new degree programmes, research, innovation, and technologies. • The new Student Centre opened its doors in 2019 – an essential space to think, explore, collaborate, discover and challenge. • Astor College, our newly refurbished self-catered hall opened in 2019 winning the award for ‘University Halls of Residence of the Year 2019’. • We teach our students how to think, not what to think. • We are investing £281.6 million into a new purpose-built biomedical facility which will house over 500 scientists from across UCL’s neuroscience community. Candidate Information 5
4 UCL Weekend/OOH Property Service Manager
LIFE AT UCL
Life at UCL, London Our position in London brings unique benefits, providing all with access to a wealth of opportunities, and enabling us to contribute to everything that makes it one of the world’s greatest cities. A world-leading university in a global city is a powerful and inspiring combination. UCL reflects London’s strengths, and we make significant contributions to London’s impact on the UK, Europe and globally. Our staff and students benefit from being in one of the world’s most celebrated and diverse cities, and they give back by making a real difference to London’s people, economy, communities and culture. At the heart of one of the most dynamic cities in the world • In the London’s Bloomsbury district – traditionally a place for rebels and innovators. • At the heart of the Knowledge Quarter, a consortium of over 90 academic, cultural, research, scientific and media organisations. • Close to a wealth of academic resources – museums and libraries, academic and professional bodies, theatres, hospitals and medical institutes. • Close collaboration and partnerships with leading organizations and iconic institutes – such as the British Library, British Museum, RIBA, Zoological Society of London, Institute of Physics, the BBC, the Wellcome Trust, etc. • Also perfectly placed to foster enterprise and business partnerships (including through UCL Innovation & Enterprise).
UCL Estates UCL Estates, comprising Estates Operations and Estates Development, manages UCL’s entire estate and its facilities infrastructure. This includes property acquisition and management, capital projects, engineering and maintenance, environmental sustainability, safety, security, cleaning, UCL Accommodation and central room bookings. The UCL Estate comprises over 200 buildings valued in excess of £2 billion, more than four million square feet of academic and non-academic space. The scale, variety and complexity of the estate are unparalleled in the sector. UCL Estates places a very heavy emphasis on safety and a strong focus on multistakeholder engagement.
Candidate Information 7
6 UCL Weekend/OOH Property Service Manager
UCL Accommodation The multi-award winning UCL Accommodation team sits within UCL Estates and comprises of over 26 halls that house more than 6500 residents. UCL Accommodation has set out an ambitious new vision of becoming the leading provider of accommodation in the HEI sector; delivering an exceptional student experience and embarking on a new strategy to delivery this vision. Our students are at the very heart of this strategy and we work in conjunction with our students to deliver what matters most to them in a way that really amplifies the difference that we as UCL can bring. Most of our halls are close to campus in Bloomsbury, one of London’s most desirable neighbourhoods. We also have halls in Camden and Victoria – exciting areas with their own quirks and treasures. Despite London’s expensive property market and the pressure on student accommodation, UCL’s prices are kept as low as possible and are amongst the cheapest in the area. The team also works hard to enhance the experience of every student staying with us. We believe it’s everyone’s role in the team to help ensure that every resident in UCL Accommodation feels at home. We’re striving to provide every student with an experience as befits one of the world’s greatest universities in one of the most exciting cities on earth. Candidate Information 9
8 UCL Weekend/OOH Property Service Manager
JOB DESCRIPTION
Post:
Weekend/OOH Property Service Manager
Department:
Student Accommodation
Grade:
6
Reporting to: Deputy Head of Operations Responsible for: Weekend and OOH Accommodation Service Officer(s) Supervision of: Accommodation Advisors
Normal working works are 36.5 per week Required to provide cover between 12pm-8pm (Hours to be determined by Line Manager) Monday-Friday and 9am-5pm on Saturday Part of the 24/7 on call incident management team
Hours:
PURPOSE OF THE JOB To form an integral part of the operations team, providing an outstanding student experience 24/7 Monday-Sunday. As a Weekend and Out of Hours Property Service Manager you will be responsible for overseeing all of the accommodation portfolio, maintaining a safe and secure environment at all times and providing a responsive customer service. You will lead the team that provides this service 7pm-8am Monday - Friday and 24 hours over the weekend. You will report to the Deputy Head of Operation Manager and work closely with the Accommodation Managers. You will ensure the OOH/Weekend service team assist in the day to day tasks including Front of house reception, general enquiries, daily walkarounds and any other building management task. A provisional rota will be made available but you will be required to amend your days of work in line with the business demands, particularly commercial period, student arrival, departure and open days. Cover is required 24/7, 52 weeks of the year. Over the Bank holidays and UCL Closure days there will be a requirement for all Weekend/OHH Service Officers to cover the UCL Residence sites. The role includes supporting open days, student arrival and departures as well as assisting with visitors, students, external contacts and will ensure that the highest level of customer service is maintained as well as acting as a role model for excellent service delivery.
Candidate Information 11
10 UCL Weekend/OOH Property Service Manager
◊ Estates and Maintenance (technical, procurement, project management, lifecycle, planned preventative maintenance, energy and environment) in order to deliver customer satisfaction and protect the long term value of the UCL Assets ◊ Safety Support - Work with the UCL Safety Services and Business Standards Team to deliver and embed a safe work place to live and work • Fostering effective working relationships with third party suppliers, ensuring delivery to the required standards and addressing underperformance issues as appropriate • Attending Property Service and Standard meetings to provide updates and recommendations for best practice and relaying any information to the wider management team • Holding regular skills update sessions with the OOH Service Officers • Being a positive agent for change, leading the team by example and inspiring trust and commitment through periods of transformation
DUTIES AND RESPONSIBILITIES
Service and Standards • Designated Lead for the Out Of Hours and Weekend UCL Front of House team and responsible owner for the delivery of Operational Services outside of core hours • Forming part of the wider UCL Residences management team contributing to the development of a high performing and positive Front of House and OOH Accommodation Service team • Ensuring tasks allocated to OOH and Weekend Service teams, as outlined within the relevant person specification, are carried out to the standards and regularity required, with a focus on Customer Service, Building Maintenance, Security and Welfare • Supervising the team, including: ◊ Allocating and monitoring work quality ◊ Conducting 1 to 1 meetings ◊ Identifying and securing the delivery of training needs and supporting the embedding of the learning ◊ Identifying and managing personal development needs ◊ Managing performance effectively, identifying issues and ensuring management processes are executed appropriately to achieve resolution • Proactively building a positive and high performing customer service culture • Escalating issues of performance of team members where disciplinary action is required to the line manager for resolution • Setting and promoting service standards within the team • Managing and planning resource levels, including rota management, holiday and recruitment, to ensure appropriate staff are available to meet demands • Ensuring that any escalated issues requiring action are followed up in a timely manner • Working in a collegiate and supportive manner with colleagues, ensuring opportunities to share best practice are utilised • Working effectively with core UCL/UCL Residences functions, developing trusting and effective working relationships, to include: ◊ Human Resources (resourcing, learning and development, employee relations) to manage recruitment, people management, succession planning and training requirements ◊ Student Experience and Communication functions in order to deliver an outstanding customer experience and communication within the area
• Contributing to the site budget and budget commentary • Executing UCL and UCL Residences improvement initiatives
• Making regular visits to all properties across the portfolio, ensuring both building, residents and staff remain safe, reviewing hazards and risks, and ensuring safe working practices are in place • Coordinating and managing the team during ad hoc/ cyclical projects (e.g. summer turnaround and Commercial period) • Taking part in the department OOH and Weekend rota, taking responsibility for resolving or escalating any incidents that occur whilst on call and offering flexibility in work hours as required • Providing general reception services, including key management and handling lock outs • Maintaining positive community relationships e.g. neighbours, local communities, police community officers, Fire and Rescue Service and local authorities • Ensuring there is following up OOH and on the weekend on any customer related issues, in a timely manner, engaging with other colleagues when necessary • Ensuring the OOH and Weekend Team maintain the UCL Accommodation and UCL filing and information systems including StarRez booking/resident system, hardcopy files and MS Excel spread sheets, ensuring customer data is accurate, secure and compliant with the Data Protection Act • Ensuring the OOH and Weekend Team undertaking all general administration duties, to including processing StarRez resident admin and rent payments, supporting check in and check out, debt chasing and handling early leavers, instalment plans, no shows and absconders, creation of required letters and emails as directed • Undertaking additional duties and tasks as requested by the Deputy Head of Operations or the Residences Senior Managers ie Head of Operations, Business Standards Manager
Candidate Information 13
12 UCL Weekend/OOH Property Service Manager
Health & Welfare • Act as the main point of contact Out of Hours (including weekend and Bank Holidays) ensuring all OOH incidents and Health and Safety matters across the portfolio are addressed and managed by travelling to all accommodation sites across London to provide onsite real time support to staff members and students alike • To be responsible and ensure the execution of service planning and provision including mobilisation of new buildings, service delivery during Christmas shut down period, service cover during periods of staff absence and any other service affecting issues to assist in the operational delivery of any Summer Accommodation bookings within halls • Ensure the out of hours duty logs are completed and review the data and highlight trends, compile management information and performance reports as and when required • Ensuring regular building patrols are conducted across multiple sites as required in order to identify, rectify and report maintenance and cleaning issues, safety hazards, risks or safety related issues • Following the incident management processes and use of UCL systems to ensure incidents are reported, reviewed and closed out and reporting on any trends and repeat behaviours as necessary to the Deputy Head of Operations Manager • Responsible for the first response to incidents and emergencies including handling any issues or incidents OOH with the appropriate level of involvement from the emergency services and ensuring that all UCL Residences procedures are followed • Review and creation of risk assessments, applicable to the activities of the operational teams, via UCL and UCL Accommodation systems and procedures for approval by the Property Service Manager • Identify health & safety training for operational teams and attend health & safety training as directed by the UCL Accommodation department Operational Compliance • Ensuring that Health and Safety legislation is adhered to at all times • Maintaining an awareness of current legislation concerning Health and Safety, Data Protection and compliance and UCL Accommodation requirements • Complying with the UCL Accommodation uniform policy, ensuring correct uniform work wear is worn at all times, including UCL identity card, name badge and PPE (Personal Protective Equipment) is worn when appropriate or advised by a Manager • Delivering central processes and conducting all duties in line with UCL Accommodation Standard Operating Procedures • Ensuring a well maintained, safe, secure environment at all times across all of the areas of responsibility
• Monitoring and fulfilling the varied administration and auditing requirements, including: site monthly audits, health and safety audits, identifying and managing fire safety issues and property inspections and reporting/handling of any maintenance faults in an appropriate and timely fashion • Working within the required Risk Assessments, reviewing all tasks for hazards before starting and ensuring that risks are eliminated before work begins • Managing and conducting routine property inspections to ensure that high standards are maintained - reporting where any issues are identified and ensure follow up or escalation of all outstanding issues Student Experience • Attend and represent the UCL Residence Service team at all resident social events • Ensure all Brand Standard Guidelines are implemented and there is consistency across all of the properties • Leading by example, ensuring consistency of approach and understanding of the brand standards and values of the department Teamwork • Demonstrating a flexible approach to work and a willingness to undertake all reasonable duties at the request of the Deputy Head of Operations • Providing support across all sites as and when required • Ensuring required all maintenance work including customer damage within the properties is reported correctly • Working collaboratively to help support the overall UCL Accommodation Operational team and overall department to deliver its mission statement and broader objectives and ensuring opportunities to share best practice are utilised • Conduct regular handover meetings with the Accommodation Managers communicating details of incidents, outstanding issues and requests • Embracing change, supporting the department and colleagues through organisation transformation
Candidate Information 15
14 UCL Weekend/OOH Property Service Manager
Performance and Key Performance Indicators (KPIs) • Ensuring all work is completed within the required standards and KPI targets set by the department • Maintaining the highest level of productivity at all times • Contributing to the delivery of the KPIs within the department, including measures for: ◊ Health and Safety
◊ Operational Compliance ◊ Customer Satisfaction ◊ 3 rd Party Contract Management
Special Conditions a. Due to the nature of the work within student residences the hours of work will vary depending on operational requirements and may at times include evening, weekend and bank holiday work, for which time off in lieu given b. The duties of the post will dictate attendance by the post holder at University sites outside normal office hours. Such attendance outside normal office hours will be as directed by the Deputy Head of Operations from time-to-time. Where these out-of-hours duties are undertaken the post holder will be given time off in lieu in accordance with the UCL Accommodation procedures c. Due to the demand on the service the post-holder will be discouraged from taking annual leave during the Department holiday embargo
This job description reflects the present requirements of the position. As duties and responsibilities change and develop the job description may require review and may be subject to amendment in consultation with the post holder. In carrying out the above duties the post holder is expected to: • Adhere to UCL policies including Financial Regulations and ‘Equal Opportunities’ • Participate in staff meetings and training as required • Maintain an awareness and observation of Fire and Health & Safety Regulations • Work in a resource efficient way and actively support UCL’s Sustainability policies and objectives within the remit of their role • Environmental sustainability • Demonstrate a commitment to UCL’s values: ◊ Commitment to excellence and advancement on merit ◊ Fairness and equality ◊ Diversity ◊ Collegiality and community-building ◊ Inclusiveness ◊ Openness ◊ Ethically acceptable standards of conduct ◊ Fostering innovation and creativity ◊ Developing leadership
Candidate Information 17
16 UCL Weekend/OOH Property Service Manager
KEY REQUIREMENTS
Essential • Team management, supervision or leadership experience within a customer facing environment, including performance management, people development, coaching or mentoring experience • Track record of motivating others in the delivery of excellent customer service • Previous experience in a similar customer facing role • Ability to communicate effectively, both orally and in writing and demonstrate an objective, professional and calm approach when handling difficult situations • Ability to build relationships internally and with third party suppliers • Computer literate with the ability to use Microsoft Office • Ability to work at pace whilst maintaining a high level of accuracy and attention to detail • Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines • Previous experience in an administrative role • Ability to offer flexibility in working hours and to take part in a rota • Highly skilled in understanding, empathising and delivering against customer needs • Possesses a positive and collegiate attitude, with the ability to adapt swiftly and a willingness to undertake challenging tasks to ensure customer satisfaction • Self-motivated and possessing the ability to work on own initiative Desirable • Previous experience of working in the accommodation, hospitality or retail sectors • Previous experience in complaint handling
Candidate Information 19
18 UCL Weekend/OOH Property Service Manager
PERSON SPECIFICATION
Essential or Desirable
Assessment method (Application/Interview)
Essential or Desirable
Assessment method (Application/Interview)
Criteria
Criteria
Qualifications, experience and knowledge A good general education with sound literacy and numeracy skills Team management, supervision or within a customer facing environment, including performance management, people development, coaching or mentoring experience Excellent knowledge of Health and Safety legislation Demonstrable financial and commercial awareness, including previous experience of working with and managing costs and budgets Ability to demonstrate an objective, professional and calm approach when handling difficult situations, including previous experience in complaint handling Track record of motivating others in the delivery of excellent customer service Highly skilled in understanding, empathising and delivering against customer needs Demonstrable experience of managing teams and services out of normal business hours to include at night Good level of computer literacy and the ability to use Microsoft office
Skills and abilities Good interpersonal skills which enable the post holder to tactfully and assertively communicate with others, and to develop effective, professional working relationships across UCL and externally. Aptitude for and ability to, gain and stay up to date with UCL Student Accommodation software Ability to manage teams of onsite staff within rotas on an out of hours basis Able to work flexibly across the Student Accommodation estate Willing to work as part of rota to include the duty manager rota Ability to support a team in a pressurised 24/7 customer service environment and to ensure resilience of direct reports Ability to deputise for the Property Services Manager as required
E
A
E
I
E
A and I
E
I
E
I
E
A and I
E
I
E
A and I
E
I
E
A and I
E
I
E
A and I
E
I
E
A and I
E
A and I
E
A and I
Candidate Information 21
20 UCL Weekend/OOH Property Service Manager
Essential or Desirable
Assessment method (Application/Interview)
Criteria
UCL Ways of Working for professional services Working together • Innovating and sharing with new ways to work efficiently • Demonstrating interest in personal development • Understanding other people’s perspectives • Knowing your stakeholders and keeping them informed
E
I
Achieving our mission • Working methodically, prioritising and managing tasks • Being practical and able to problem-solve • Taking responsibility for your work • Planning effectively, recognising and flagging problems Personal excellence • Being consistent and doing what you say you will do • Having a positive and helpful approach at work • Delivering work to agreed standards • Responding to colleague, student and partner needs with the intention to provide an excellent service • Planning effectively so that work is delivered and others are not delayed
E
I
E
I
Candidate Information 23
22 UCL Weekend/OOH Property Service Manager
APPLICATION PROCESS
Applications should consist of a CV and covering letter and be sent to: UCLaccommodation@mrgpeople.co.uk
52-54 Gracechurch Street London EC3V 0EH Tel 020 3962 9900
111 Piccadilly Manchester M1 2HY Tel 0161 638 0936
mrgpeople.co.uk
Page 1 Page 2-3 Page 4-5 Page 6-7 Page 8-9 Page 10-11 Page 12-13 Page 14-15 Page 16-17 Page 18-19 Page 20-21 Page 22-23 Page 24Made with FlippingBook Ebook Creator