Operations Manager Candidate Information Pack
Contents
About Us The CLV Difference Location: Durham
Role Description CLV Core Values About You The Application Process
About Us
As a leading global student accommodation provider, we are home to over: 11,000 students across 22 locations in the UK and 43,000 worldwide. We are proud to offer our residents a home away from home. Tailored to the unique culture of their campus, university or city, our communities provide our residents with safe, secure and sociable villages where they can live, learn and grow.
Student Life Supporting young people in higher education starts with a home environment where they can live, learn and grow. This crucial stage in their development is often one of the most positive and rewarding experiences in their adult lives. Our residential life program offers a range of events so students can meet new people, make friends, learn invaluable skills and perform in their studies. We customise the framework to suit the needs of individual village communities. Just like our villages – no two programs are alike.
The CLV Difference
Student accommodation is more than just four walls and a bed, so we focus on creating an exciting student experience that will be remembered for years to come. “the student experience is our calling” We understand that students have complex needs and expectations. For them, university is about living away from home for the first time, making new friends, taking on new challenges and learning how to excel in their studies. We also understand that, for our education partners, it’s important to develop strong relationships with quality service providers. It’s about trust, quality and the confidence that only years of global expertise can bring. Together, we provide students with a home and a community. We give more to our residents, including exclusive programs and opportunities that you won’t find anywhere else. This is the student experience with CLV.
Go Explore Travelling abroad, sampling enjoying new experiences a we’re passionate about as a just wouldn’t be right if we residents do the same. Go Explore is a CLV residen Philadelphia to London to S residents can discover new to two weeks free accommo participating villages aroun availability). Go Explore acc available for CLV residents other participating villages
Student Short Stays We like to be flexible and to meet different needs. Our Student Short Stays option offers students short-term accommodation at selected campuses. It’s about providing a convenient solution for students who are travelling for a short course or who need to cut the commute during exams.
Corporate Social Responsibility
g different cultures and are some of the things a global organisation. It didn’t help our nt’s key to travel. From Sydney, current w countries with access odation per year at nd the globe (subject to commodation is not in Australia to use at in Australia.
We believe in giving back to our community. As a business dedicated to supporting students and young adults, we see ourselves as more than accommodation providers. Supporting charities, encouraging sustainable practices and creating a safe, supportive environment for residents, visitors and staff are important aspects of what we do.
Location: Durham
Our new partnership with the University of Durham covers two separate and distinct Colleges, John Snow College and South College. Each College provides a sense of community and belonging.
South College South College Opened in 2020 South College offers premium accommodation to the University of Durham. Our Town Houses each hold twelve students across three floors with a bathroom between every two rooms. On the ground floor of each Town House is a large kitchen and dining area with lockable cupboards, ovens, hob, and fridge/freezers. Our En-suite rooms are in cluster flats of five to eight rooms, each cluster has its own fully equipped kitchen and dining area. We also have five accessible rooms that have access to kitchens with bespoke adjustable countertops and accessible appliances.
John Snow College John Snow College offers a mixtures of cluster flats and townhouses, and large communal space. The College offers the perfect blend of social and academic space. The University of Durham is a globally outstanding centre of teaching and research excellence, a collegiate community of extraordinary people in a unique and historic setting.
South College in partnership with th of Durham.
he University
Role Description
Job Title:
Operations Manager
Reports to:
General Manager, Durham
Direct Reports:
None
Location:
Durham - John Snow College, DH1 3FR, South College, DH1 3LD
Role Summary & Principal Responsibilities: The Operations Manager will provide leadership and management to a team of professional staff, ensuring the delivery of efficient and effective operational services at our Durham operation which serves two University Colleges each with their own unique characteristics. The Operations Manager will ensure that all services meet the standards required in the detailed Service Level Standards (SLS) document recognising the unique nature of each College. The operational teams maintain the facilities on a day-to-day basis with particular emphasis on cleaning and maintenance requirements. As a member of senior management, the postholder will play an active part in the decision-making process contributing to all aspects of the operation with specific responsibility for shaping and delivering our operational day to day accommodation management to ensure a ‘best in class’ student experience. The postholder will also be required to support with deputising for the General Manager in their absence.
The roles principal responsibilities are: > To ensure the delivery of a responsive, College specific customer focussed service at our residential accommodation by embedding excellent operational planning, effective communication and team building within a customer centric culture. > Prioritise, organise and manage own workload effectively, and support others to do this to ensure output is completed to a high standard and deadlines are met. > To build and maintain open and effective partner relationships through effective liaison and collaboration, together with the UK Director of University Partnerships and the General Manager, with the University Accommodation and Commercial Services teams and the respective Heads of College and their teams. > Fully embed the accommodation management software system (StarRez) and other IT systems to ensure that they support both the business needs and the requirement for customer friendly processes. > To prepare and deliver operational reports to the Regional Executive Team (RET) and/or UK Director of University Partnerships and to support the General Manager in preparing reports as required and in particular the required monthly report for the University. > Operate within budget constraints provided by the General Manager, meeting financial targets and KPI’s that are set. > Monitor all elements of the service level standards to ensure delivery meets the requirements and ensure that any shortfalls are identified and communicated. > Develop operational processes and systems, as well as individual team members, to support the delivery of an excellent service.
The roles principal responsibilities continued
> To ensure CLV properties are fit for purpose through adherence with our thorough, planned, pro-active and reactive maintenance & improvement projects. > To ensure the Company’s on-going day to day Health and Safety requirements are embedded and adhered to at the CLV properties in accordance with its the policies and procedures, including the co-ordination, and delivery where required, of necessary Health and Safety training to team members. > To ensure the facilities are fully compliant at all times and to record all compliance requirements within CLV’s Protech software system. > Liaise closely with the support office teams (ie Estates & Facilities Management, Health & Safety, Procurement, Information & Communications Technology, People Team, Finance, Marketing etc.) to ensure understanding of, and compliance with, all CLV policies, procedures, rules and regulations – seeking their technical and legislative advice and support. > Support the General Manager to ensure the effective recruitment and selection of team members and also with the facilitation of any training and development requirements, challenging unacceptable behaviours and managing any disciplinary issues. > Provide clear direction to the team regarding operational objectives and performance expectations to ensure that all staff carry out their duties effectively, efficiently and professionally. > Listen and communicate clearly and openly with the team, including giving and inviting both structured and informal guidance and feedback. > Identify and introduce initiatives to actively promote our accommodation facilities and services, including seasonal initiatives. > Any other reasonable duties as identified by line management or members of the RET.
CLV Core Values CLV’s goal is to CREATE a culture that we all enjoy working within by following the below values. It is expected for all CLV employees to demonstrate the values listed below on a day to day basis: Community: Be part of the ONE team and pursue the team goal. Respect: Be tolerant and accepting of colleagues and customers and don’t manipulate, demean or mistreat people. Equality: Endeavour to treat everyone the same, regardless of their role. Accountability: Work hard, work smart and don’t blame others. Trust: Be forthright, candid and deliver on your promises. Enthusiasm: Be passionate in what you do and give 100%. In addition to the Core Values listed above, CLV expects a high level of professional behavior in accordance with the Code of Conduct.
About You: Key Competencies: > Aligning Performance for Success > Building Partnerships > Coaching > Communication > Customer Focus > Delegating Responsibility > Driving Execution > Driving for Results > Entrepreneurship > Facilitating Change > Financial Acumen > Influence > Leadership Disposition > Leading Through Vision and Values > Operational Decision Making
Qualifications > Relevant degree (or equivalent qualification) or comparable knowledge gained through experience (Essential) > Legionella Responsible Person qualification (Desirable) > IOSH or equivalent qualification (Desirable) Experience > Experience of working in a management position at a similar level with direct line management of staff (Essential) > Experience of frequent dealing with senior managers and external partnerships/suppliers (Essential) > Background within Facilities, Halls of Residence or Student Accommodation (or similar) (Essential) > Proven track record of working within a fast-paced Customer Service oriented environment (Essential) > Proven track record of successfully dealing with difficult and immediate situations (Essential) > Experienced in the successful delivery of Service Level Agreements (Essential) > Proven track record of delivering a contracted service (Essential) > Experience of managing maintenance teams, cleaning teams and night staff (Essential) > Experience and knowledge of dealing with welfare issues (ideally with young adults) (Desirable)
Skills, knowledge and abilities > Knowledge of health and safety, fire and other statutory obligations relating to buildings especially student accommodation (Essential) > Excellent Customer Service and people management skills; including effective delegation tactics Strong interpersonal skills, the ability to communicate and present to all levels (Essential) > Ability to adapt style and approach to suit various situations and a cross section of individuals (Essential) > Excellent organisational, time management and prioritisation skills (Essential) > Understanding and knowledge of Equality and Diversity (Essential) > High attention to detail (Essential) > Empathy with the role Universities play in society (Desirable) > Appreciation of the student lifestyle (Desirable)
Business requirements > Flexible approach to working hours, including covering on-call scenarios and some weekend / evening working
Application Process
To arrange a confidential conversation to discuss the opportunity in more depth, please contact Nicholas Coppard of The Management Recruitment Group on 020 3962 9900.
For a confidential conversation please contact our advisors Hayley Mint r and James Gregory of The Management Recruitment Group.
Hayley Mintern T: 020 3962 9900 M:07530 680 184 E: hayley.mintern@mrgpeople.co.uk James Gregory T: 020 3962 9900 M:07966 827 391 E: james.gregory@mrgpeople.co.uk
The salary on offer for this role is Up to £60,000 plus; • 5+5% pension 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 james.gregory@mrgpeople.co.uk and hayley.mintern@mrgpeople.co.uk The closing date for applications is Sunday 14th February 2021.
• Eligible to join PMI scheme (once in place) • 25 + 8 days annual leave, plus birthday off 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
nicholas.coppard@mrgpeople.co.uk. The closing date for applications is Sunday 22nd July 2018.
Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14Made with FlippingBook Proposal Creator