UAL - Head of Catering, Retail and Accommodation Services




UAL is a hotbed of creativity, innovation and invention across the knowledge economy. Drawing together six Colleges with international reputations in art, design, fashion, communication and performing arts, UAL is a fundamental part of the UK’s creative ecology. Ranked second in the word for Art and Design in the 2022 QS World University Ranking, UAL is hugely international, with a reputation that attracts over 22,000 students from 130 countries, creating a vibrant, multi-cultural community environment. Now is an exciting time to be joining UAL to take up this role. Following the creation of the UAL Strategy 2022-2032, a 10-year Estates Strategy has been developed. In the next decade we aim to complete the delivery of two major developments for London College of Fashion and London College of Communication (including a new hub for University Services), thus rehousing circa 50% of the UAL population over the period. We will embark on a period of estate consolidation ensuring that the UAL estate is fit for purpose, sustainable and provides world- class facilities and experience to our students, staff and partners. Reporting to the Associate Director, Catering, Retail and Accommodation Services, the role of the Head of Catering, Retail & Accommodation Services is to ensure the University’s commercial services provision meets the current operational needs of the business through the sustainable management and continuous innovation of student facing services to align with the university strategic aims. The scale and breadth of the role is significant with a diverse portfolio of campuses and sites across London. Working as part of the Commercial Services Management Team, the Head of Catering, Retail & Accommodation Services will work with outsourced partners to ensure that the university’s commercial provision continues to be viewed at the forefront of the Higher Education industry and fulfils the students’ expectations.



04 OUR

UAL STRATEGY 2022 – 2032


05 THE ROLE 06




02 ABOUT UAL University of the Arts London offers an extensive range of courses in art, design, fashion, communication and performing arts. UAL is ranked second in the world for Art and Design in the 2022 QS World University Ranking. The University is made up of 6 renowned Colleges: • Camberwell College of Arts • Central Saint Martins • Chelsea College of Arts • London College of Communication

• London College of Fashion • Wimbledon College of Arts Everyone’s identity matters

UAL is home to a diverse body of over 22,000 students from 130 countries. We are proud of our international student and staff community and we are committed to ensuring that the University offers an inclusive and supportive environment.

THE WORLD NEEDS CREATIVITY Since our last strategy, the world has changed. To deliver our social purpose and to meet the needs and expectations of our staff and stu - dents, we need to change, too. We believe the world needs creativ- ity. This strategy shows how we will bring creativity to the world. Three guiding policies We identified the challenges and op - portunities that are most important to UAL and its future. The guiding policies are our response to each of To give our students the education they need to flourish in a changing world. GUIDING POLICY 2 To bring a high-quality creative ed- ucation to more students than ever before. GUIDING POLICY 3 To change the world through our creative endeavour. Further information on the UAL Strategy 2022 – 2032 is available for you to view at: these issues in turn. GUIDING POLICY 1 UAL STRATEGY 2022 – 2032 03 strategy-and-governance/strategy

UAL will create a culture of social and environmental awareness in order to develop and integrate sustainable and ethical practices throughout all aspects of our life and work. This is captured in our Environmental Policy, our Environmental Management System and our Carbon Management Plan OUR STRATEGIC AIM 04 Sustainability Food Policy (2023/2024) The Sustainable Food policy is owned by the University of the Arts London and developed by the Accommodation, Retail & Catering Department team (Estates Department). It is reviewed and approved on an annual basis by the Climate and Environment Action Group and covers all cafes and food outlets managed by the Catering Department. In 2019, following a competitive tender process the University appointed BaxterStorey as its agent to manage and administer the services set out in the contract. This policy outlines our commitment to playing our part in making the world a more sustainable and equitable place. The university will: • Provide a choice of food options, including healthy and sustainable food to our students, staff and visitors • Promote the benefits of healthy/sustainable eating by the Food for Life campaign including the provision of seasonal produce

• Support local economies and sustainable livelihoods both in the UK and in the case of imported products, in the producer products • Continue to look for new initiatives to reduce our carbon footprint • Encourage our suppliers and contractors to minimise negative environmental and social effects associated with the products and services they provide • To maintain Gold Food for Life Served Here by the Soil Association • Embrace MSC chain of custody training within our teams • Reduce the amount of meat, dairy products and eggs and to promote meals rich in vegetables, wholegrain and pulses • To reduce the amount of bottled water sold by providing fresh tap water in the cafes and providing free access to drinking water across the University to be located in each café • Reduce food waste by ensuring our catering provider is limited to wasting no more than 2% of food serves to staff and students

• Reduce the amount of artificial additives • To reduce the amounts of land fill through management of packaging and disposables used within UAL. The catering service will divert food waste to an anaerobic digester provided by the University’s waste and recycling partner, Suez • Communicate to customers “food miles” wherever possible by using information via QR coding • To gain “The Green Kitchen” Accreditation for the year 2023-2024 • Continue to provide space for the “Green Roof Society” who use the space as an urban garden, including to grow food • To develop specific Key Performance Indictors to measure progress to deliver continual improvement

THE ROLE 05 Job Title

Director. Where necessary, provide dotted line support on Commercial matters across the department • Set quality standards across the full range of commercial services to be provided and ensure that they are adhered to with regular training and performance reviews. • Implement appropriate management information systems and provide management information reports at a university-wide level, including commercial performance, customer satisfaction and service benchmarking. • Manage the strategic and operational risks associated with services within remit and ensure that effective business continuity plans are in place. • Lead health & safety within the areas of scope, through risk assessments, method statements and effective reporting of near misses and incidents, and represent Accommodation Services, Retail and Catering as part of the Major Incident Team and the wider Business Continuity Process. Act as a liaison point across the University and local agencies during a critical incident on and off campus. • Maintain and develop relationships with key commercial and non-commercial organisations across London and the UK to develop strategic partnerships and new opportunities for collaboration. • Manage and maintain CMA compliance, and adherence to relevant legislation, standards and regulations relevant to operating. • Ensure the management of external suppliers, contractors and vendors, building strategic relationships to ensure high quality provision, value for money and return on investment. • Chair and participate in working groups and committees across the University and department, represent the University at external meetings, and support on businesscritical dates as required. This can involve the occasional evening and weekend attendance, and meeting with students who are under 18 (on FE Courses) or who may be vulnerable adults. An enhanced DBS check is required for this role. Management responsibilities • Budgets: Catering, Retail and Commercial (c.£8M) • Staff: Retail Area Managers (2), Retail Buyer, Design Project Manager, Contract • Caterer Group Operations Manager, Student Experience Manager, Marketing and

Communications Manager • Other: Catering Maintenance / IT equipment / Mobile Phone Key working relationships • Accommodation Services, Retail and Catering senior management • Professional Services senior management • Deans of Colleges • Directors of College Administration • Students’ Union • Contract caterer senior management. • Catering Site Managers • Suppliers General duties These duties below are in addition to the duties and responsibilities listed above: • Perform duties and tasks consistent within the scope and grade of your role as reasonably may be expected and assigned to you from anywhere within the university. • Undertake health and safety duties and responsibilities appropriate to the role. • Work in accordance with the University’s Staff Charter and Dignity at Work Policy and anti- racism plans, promoting equality diversity and inclusion in your work. • Undertake continuous personal and professional development, and to support it for any staff you manage through effective use of the University’s Planning, Review and Appraisal (PRA) scheme and staff development opportunities. • Make full use of all information and communication technologies to meet the requirements of the role and to promote organisational effectiveness. • Conduct all financial matters associated with the role in accordance with the University’s policies and procedures, as laid down in the Financial Regulations. • Contribute to the University’s Climate Action Plan and Social Purpose Strategy which sets out our principles, commitments and goals towards climate justice and our socioenvironmental purpose. Additional duties for senior appointments • You may be required to work such additional/ different hours as may from time to time be necessary for the proper and efficient discharge of duties which may include evenings, Saturdays, Sundays and bank holidays. • You may be required to regularly travel to other sites and internationally as necessary.

Head of Catering, Retail and Accommodation Services

College/Service Professional Service Operations Department/Team Accommodation Services, Retail and Catering Contract Permanent Term 37 hours per week, 52 weeks per year Grade Associate Director/Deputy Service Heads Salary From £75,000 per annum Location UAL - Various sites, London UK HERA Reference 002015

operating and business plans for the commercial functions and services across the department. • Lead in identifying and developing new commercial opportunities and work in partnership with Professional Services, academic Colleges and the Students’ Union to develop the portfolio of services offered by Accommodation Services, Retail and Catering that widen the scope and impact of the department. • Hold responsibility for financial management of the Catering, Retail and Commercial budget, and deliver the financial plan for all commercial business areas in scope, achieving agreed targets through monthly sales and cost control. • Contribute to the strategic and operational planning, development and management of Accommodation Services, Retail and Catering as a key member of the department and deputise for the Associate Director, when required. Take executive lead responsibility for the identification, planning, implementation and management of all key departmental projects. • Effectively manage and provide leadership to the Marketing and Communications team and Student Experience team to ensure that related goals and financial objectives are met. Establish evaluation systems related to these goals and objectives and report progress to the Associate

Purpose of Role • To provide strategic leadership for all commercial services and business development and deliver a student/customer centric experience. • The Head of Catering, Retail & Accommodation Services will be responsible for identifying and driving commercial activity to ensure income growth and diversification across the department and augmenting the student/customer experience. • The post holder, managing a budget of c.£8M, will lead and work collaboratively with colleagues from across the department and at an institutional level to maximise commercial opportunities. Key Duties and Responsibilities • To be the Commercial Lead within Accommodation Services, Retail and Catering, developing and implementing a new Commercial Strategy while maximising commercial operations and performance across the London campuses, optimising resource usage whilst delivering value for money and service excellence. • In conjunction with UAL Procurement, negotiate and procure contracts on behalf of the department. Monitor the delivery and quality of the contracted services ensuring fulfilment of obligations and continuous service innovation and improvement. • Develop, implement and monitor annual


Leadership and Management • Demonstrable leadership involvement in and knowledge of commercial contract management and performance management approaches which includes delivering to financial targets and preparing detailed management information reports. Planning and managing resources • Adaptable, and able to cope with change and uncertainty, with the ability to anticipate events that could impact operational delivery. Teamwork • Builds effective teams, networks or communities of practice and fosters constructive cross team collaboration by promoting the values of equality, diversity and inclusion. Student experience or customer service • Makes a significant contribution to improving the student or customer experience to promote an inclusive environment for students, colleagues or customers. Creativity, Innovation and Problem Solving • Adaptable, flexible and able to cope with uncertainty and change in a professional, calm and efficient manner using their own initiative to develop solutions to issues.

Experience, knowledge and qualifications • Extensive senior level experience in commercial operations with a proven track record of identifying, delivering and managing strategy, plans and high value projects in a commercial and customer centric, diverse, multi-site environment. • Experience in successfully implementing and managing multi-site management information systems, delivering comprehensive reports on commercial performance, customer satisfaction and service benchmarking as well as delivering to financial targets with the ability to within the catering, retail, and accommodation sectors. • Demonstrable competency in ensuring CMA compliance and adherence to relevant legislation, standards, and regulations in catering, retail, and accommodation operations as well as extensive knowledge of health and safety in the workplace. • Educated to degree level with relevant professional memberships and/or qualifications or with equivalent experience as a leader in a commercial environment. Communication Skills • Excellent verbal and written interpersonal and communication skills, with an ability to communicate effectively and build as well as maintain relationships with a wide range of diverse stakeholders across all levels.


Our staff have access to a range of benefits, which recognise and reward their contributions – includ- ing: Generous annual leave Employees at UAL enjoy a generous annual leave allowance on top of bank holidays. The FTE leave entitlement for this role will be 34 days per annum. Flexible working UAL are committed to supporting our employees in achieving a healthy work life balance by offering flexible working arrangements that enables them to balance the needs of their work life with other priorities. Local Government Pension Scheme (LGPS) In this role you will have the opportunity to join the LGPS and UAL will make substantial contributions

to your pension. Your contribution will be depend- ent on your pensionable pay. Free places on UAL Short Courses We offer UAL staff the opportunity to attend certain short courses free of charge if undersubscribed, subject to availability. Find out more about our We offer generous maternity, paternity and adop - tion leave packages, which are more favourable than statutory requirements after a qualifying pe- riod. Interest-free season ticket loan Interest-free loans are available to help staff buy an annual season ticket for their journey to and from work. This includes rail, London Underground, bus or other season tickets. range of short-courses. Family-friendly policies

all employees at UAL. It is available 24 hours a day, 7 days a week, covering any issues that may be affecting you. Staff development We aim to do everything we can to support your personal and professional development and offer a range of courses and opportunities to nurture this, e.g. coaching and mentoring, part-funded further study.

Well-being • Employees can benefit from corporate rates at a number of gyms and fitness centres across London. • If you use a computer at work you are eligible for a free eye test plus a discount on glasses via Specsavers. • Discounts on private healthcare insurance with Bupa Eduhealth Scheme or Universities and Colleges Personal Healthcare Scheme. • A Cycle to Work scheme can enable you to pur- chase a bike via salary sacrifice – saving on tax and paying for it in monthly instalments deduct- ed from your pay. • A supportive sick pay scheme for those tmes when you’re ill and access to a specialist occu- pational health service. • Confidential Care is a counselling and adviso - ry service available online or over the phone to


For a confidential discussion to learn more about the role and opportunity please contact UAL’s appointed recruitment partner James Gregory of The Management Recruitment Group. James Gregory | Associate Director m: 07966 827 391 Applications should consist of a CV and covering letter to be sent to: Closing date for applications is Sunday 28 th April. Interviews will be held in May 2024 on site. For additional information and/or assistance please contact We are committed to our social purpose and our UAL Strategy (2022 – 2032) sets out our commitment to promote equality, diversity and inclusion for all staff. You can learn more at Staff diversity | UAL.

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