◊ 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
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