Residences Operations Manager Candidate Information Pack
Queen Mary University of London is one of the UK’s leading research-focused higher education institutions. With over 25,000 students, 4,500 staff and an annual turnover of £462m, we are one of the largest University of London colleges.
Contents
• Welcome to Queen Mary University of London • Estates and Facilities • Estates and Facilities Structure • Strategic Development • Job Description • Person Specification • Further Information and How to Apply
Welcome to Queen Mary University of London
Queen Mary University of London teach and research across a wide range of subjects in the humanities, social sciences, law, medicine and dentistry, and science and engineering.
Based in a creative and culturally diverse area of east London, the main site in Mile End is one of the largest self-contained residential campuses in the capital.
Our research excellence
Queen Mary has made a strategic commitment to the highest quality of research. The University has invested in this principle by systematically recruiting the best academics in their disciplines from around the world.
The results of the most recent national assessment of research – the Research Excellence Framework (REF 2014) – have confirmed its place in the very top group of research-led universities in the UK.
Overall it was ranked 9th in the UK among multi-faculty universities and 5th in the UK for the percentage of our 3* and 4* research outputs.
Russell Group institution
Queen Mary is one of 24 leading UK universities represented by the Russell Group, that are committed to maintaining the very best research, an outstanding teaching and learning experience, excellent graduate employability and unrivalled links with business and the public sector.
High-quality learning experience
Queen Mary offers outstanding students a stimulating, supportive and high-quality learning experience, with teaching inspired by our world-leading research.
Queen Mary ranked first in London for student satisfaction in 2018 for the third year running.
QMUL have invested in new facilities over the past five years to offer its students an exceptional learning environment. Recent developments include the £39m Graduate Centre, providing 7,000 square metres of learning and teaching space, and a new medical school and anatomy centre on our Malta campus. Projects nearing completion include the £32m phased internal refurbishment of the Engineering Building, and the £18m Mathematics Building redevelopment which is due for completion in the summer of 2019. Future developments include the £62m new School of Business and Management on the Mile End campus.
Estates and Facilities
“Our mission is to ensure that the campus buildings, environment, and facilities achieve the highest standard of design, sustainability, and presentation. This is to reflect the ambition of Queen Mary, enhance the student experience and promote QMUL as a world class academic institution.”
Our Main Focus:
• Preparing and helping to sustain the QMUL’s working and learning environments for students, staff and guests by ensuring facilities meet the aspirations of the University
• Providing a home for 2,500 QMUL students in halls of residence, encouraging a spirit of community and cooperation
• Providing catering & hospitality to support the Queen Mary community in its work and social interaction, and an events hospitality service
• Outside the teaching timetable and during the summer vacation, attracting external use of the QMUL’s facilities by organisations and individuals
• Providing and developing professional services that enhance student well-being, enabling students to engage effectively with their academic progress and achievement, and prepare for their lives beyond Queen Mary University of London
Estates and Facilities Structure
Estates and Facilities (EAF) Senior Leadership Team
Strategic Development
Joint Statement of Intent: A Major New Initiative in the Life Sciences
Queen Mary University of London (QMUL) and Barts Health Trust (BHT) announce a major new Centre for Life Sciences in Whitechapel, home to the Royal London Hospital and a campus of QMUL’s, Barts and the London School of Medicine and Dentistry. Importantly, the initiative will work with and benefit the diverse local population served by both University and Trust, in communities with substantial healthcare needs. Drawing on our expertise in genomics and other specialities, we will address important issues in population health to the benefit of East London, the UK and well beyond.
The national and international impact of research performed in the new centre will be enhanced by the exceptionally strong transport links – national and international - of the Whitechapel site.
The Initiative will be led by QMUL in partnership with BHT. We also anticipate close partnership working on this site with other universities and NHS Trusts (including primary care providers), commercial companies (in the pharmaceutical and informatics industries), and charitable organisations. QMUL will build new accommodation at the western end of the BHT Whitechapel site, on land to be purchased from the Trust by the University. The total development space (to be devoted to laboratories, offices and meeting spaces) will be approximately 40,000 m2. Discussions continue between BHT and QMUL around the joint development of additional space at Whitechapel for related activities (covering the spectrum from research across to innovation, translation and clinical practice) and for residential accommodation for key workers, students, and researchers.
Duties and Responsibilities
Job Description
Job Title:
Residences Operations Manager (Residential Position)
School/Dept/Institute & Centre:
EProfessional Services / Estates and Facilities / Residential Support
Reports to:
Head of Residential Experience
Grade:
5, Full Time Permanent
Appointment period:
Current Location:
Mile End
Job Context
The Residential Support Team is an expanding service with the focus of continually developing the customer experience for students and commercial guests who stay in QM Halls. As part of the continued growth of the service, the Residences Marketing and Communications Manager will lead in transforming the approach to online and offline communications. An important part of the role is to develop a 360 customer feedback model to capture feedback and measure satisfaction.
The current residential stock is 2750 rooms and the plan is for this to grow significantly over the next 3-5 years.
Job Purpose
Reporting directly to the Head of Residential Experience, the Residences Operations Manager will be responsible for the management and delivery of key services – Reception Services, Cleaning and Maintenance, to customers who use the residential facilities 24/7. The post-holder will work closely with the Residences Maintenance Manager and Residential Cleaning Manager to continually develop and improve the services in line with current trends whilst meeting customer expectations. The post-holder will ensure compliance with regards to all aspects of Health and Safety and be responsible for ensuring all KPIs and budgetary targets are met with an overall budget responsibility of £200 - £300K A key aspect of the role is to manage the delivery of services for the summer commercial trade ensuring standards are delivered and continually improved.
The post holder will live permanently on site and participate in an out of hours on call rota (currently one week in three).
Main Duties & Responsibilities
To have overall responsibility for the effective delivery of Reception, Maintenance and Cleaning Services.
To develop and grow the Reception Service to provide a hotel style delivery 24/7.
To have overall responsibility for the laundry systems on site and develop ways of increasing income.
To lead and empower all staff in the delivery of consistently high levels of customer service.
To lead on a strategic review of services ensuring a balance of quality and value for money is achieved.
To engage with stakeholders to strategically develop service levels across all services.
To be fully accountable for the financial targets set for expenditure and income.
The post-holder currently has 3 direct reports- Reception Supervisor, Residences Safety and Compliance Manager plus a Halls Manager and will also have access to a wider team of student staff (Residential Assistants) to support the delivery of the services.
To lead on the delivery of services for the summer trade which will involve significant additional budget responsibility.
To have responsibility for ensuring health and safety compliance across the stock ensuring up to date risk assessments are in place for all activities.
To have responsibility for planning furniture and equipment replacements across the stock.
To work with the Projects Team in ensuring a planned approach for a LTM programme and ensure delivery of this to strict deadlines.
To be aware of the issues impacting on the overall student experience in accommodation and how this can affect student well- being overall.
To be able to react to emergencies with buildings or individuals and contribute to strategic planning regarding such issues.
To live permanently on site and participate in an out of hours on call rota which is in place all year round including bank holidays and College Closure days over Christmas and New Year.
Duties and Responsibilities
Person Specification
This table lists the essential and desirable requirements needed in order to perform the job effectively. Candidates will be shortlisted based on the extent to which they meet these requirements.
Requirements
Essential / Desirable
Qualifications Bachelor’s Degree in Marketing or similar or equivalent relevant experience
E
Mental Health First Aider
D
Health and Safety qualification or demonstrable experience
E E
Experience/ Knowledge
Considerable experience of managing staff including carrying out inductions and appraisals Experience of strategic and operational management of services to include change management Experience of financial planning, procurement and budget delivery
E
E
Experience of working as part of a customer focused team
E E
Substantial experience in customer service and stakeholder management
Experience of building relationships with the ability to influence colleagues and stakeholders in all levels of the organisation Experience and ability to analyse complex situations to produce innovative solutions Experience of dealing with conflict situations with discretion and sensitivity
E
E
E
Skills/ Abilities
Excellent communication skills and interpersonal skills
E E
Self -aware, able to exercise and apply sound judgement not only in decision making but when to involve others
Demonstrated ability to work collaboratively
E E E E E
Excellent IT skills plus knowledge of using applications and systems such as Kinetics and CAFM systems
Flexible, solution orientated approach
Other
A full awareness of Equality and Diversity Issues
Able to work flexible hours
*The ability to meet UK ‘right to work’ requirements.dx E * The University has a legal responsibility to ensure that all potential employees can provide documentary evidence of their legal right to work in the UK prior to commencing employment. Candidates shortlisted for interview will be ask to bring their passport or another acceptable form of evidence to verify their right to work.
Essential/Desirable: E = Essential: Requirements without which the job could not be done. D = Desirable: Requirements that would enable the candidate to perform the job well. How Assessed: A = Application | I = Interview | OM = Other Means (e.g. presentation, test, etc.).
Further Information and How to Apply A wide range of benefits are available, this includes 30 days annual leave (plus University closure days and public holidays), a pension scheme and also an interest-free season ticket loan.
For further details of the benefits of working at QMUL please visit http://www.hr.qmul.ac.uk/workqm/index.html
Applications should consist of a CV and covering statement outlining key matching experience and rationale for applying for the post. Applications should be sent to; hayley.mintern@mrgpeople.co.uk or hannah.searle@mrgpeople.co.uk.
For a confidential and informal discussion, please contact the Universities appointed recruitment partner Hayley Mintern at The Management Recruitment Group.
Hayley Mintern 07972 663893 | hayley.mintern@mrgpeople.co.uk
Hannah Searle 079 6682 7413 | hannah.searle@mrgpeople.co.uk
Closing date for applications is Friday 1st January 2021.
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