This is an opportunity to join an existing diverse and inclusive Operational team supporting an exciting Higher Education Medical Campus at Denmark Hill.

The candidate will need to lead a team of Facilities Assistants, ensuring a high-performance culture and demonstrable Fit For King's values (the directorate's customer service programme). In this way, delivering against the directorate's brand promise of world class services for a world class university.
The candidate must lead and co-ordinate the delivery of the following Facilities Management Services to meet the requirements of the College timetable with regard to the needs of staff and students.

• The portering service, coordinating activity to meet the demands of increasing space utilisation;
• The post room, driving efficiencies and customer satisfaction through continual improvement;
• The logistics of deliveries, coordinating receipt of goods from College suppliers and their redistribution.
  Our team are professional and passionate about supporting student experience and research facilities, providing a world class service for a world class university.
  Candidates must have excellent organisational and communications skills, taking pride in service standards whilst being naturally friendly and a good team member. They must be self-motivated and can work to tight deadlines and prioritise outputs.

Key responsibilities

• To lead a team of Facilities Assistants, ensuring a high-performance culture and demonstrable Fit For King's values (the directorate's customer service programme). In this way, delivering against the directorate's brand promise of world class services for a world class university.

• To ensure the Facilities Assistants are trained to identify hazards in classrooms, lecture theatres and public areas. Ensure they take appropriate action in accordance with local operating procedures, e.g. escalate risks; implement temporary measures to cordon off hazardous areas.

• To ensure all risk assessments are completed and act as risk assessor

• To ensure the Facilities Assistants are trained in the College's Accident & Incident Reporting System (AIRSWEB), and that they report all accidents, incidents and 'near misses' in accordance with College policy and procedure.

• To ensure that all relevant Health & Safety regulations are always complied with.

• To assist in an initial response to any emergency situations that place university buildings at risk. And co- ordinate the Facilities Assistants in the event of evacuations or drills.

• To be responsible for portering services, e.g. classroom set-up; the portering of goods, furniture, equipment and waste; a light removal service to assist with office relocations and reorganisations.

• To liaise with AV and catering with regard to both regular room set ups and events/ functions.

• To be available to work at key events

• To be responsible for the smooth running of the post room, which includes the receiving, sorting, recording, franking and delivery of internal and external mail.

• To co-ordinate all mail room services ensuring that appropriate systems are developed, updated and to meet customer expectation.

• To develop, maintain and implement written process and procedures relevant to the Operation Team.

• Regarding security, ensure the Facilities Assistants adhere to security procedures and report system failures specific to checking goods in and processing suspicious items.

• To be responsible for providing the full end to end mail service, ensuring post and packages are received, scanned, and delivered to the intended recipient or into storage when necessary (e.g. food and beverages). Plan routes and end delivery points across the Campus for all delivery types (planned, unplanned, mail and courier). Maintain proof of delivery should queries arise and completed in line with agreed policies and procedures.

• To maintain communication with customers upon receipt of a delivery, ensuring the customer is contacted and the delivery location is arranged in advanced.

• To ensure resources are planned well in advance in order to manage predicted demands on the service. Rota Facilities Assistants so that resource is appropriately spread across the estate and mail room functions to cope with peaks in service and demands.

• To lead by example, creating a naturally friendly and inclusive team culture that is customer focused.

• To drive consistent service delivery through the application of the directorate's customer services programme Fit for King's, promoting the highest standards of customer care.

• To manage staff absence, adhering to HR policy and practices, e.g. Teamseer the College's absence management system.

• To manage Facilities Assistant's workload, reviewing workload daily.

• To hold team meetings and trainings, setting out clear objectives on performance and customer service expectations. Identify best practice amongst Facilities Assistants and share insights at team meetings.

• To hold 1:1s with each Facility Assistant, providing a space for open discussion on performance. Set and monitor the objectives for each of the team members, ensuring their maximum contribution to the team. when necessary, escalating issues to the Campus Operations Manager for resolution.

• To conduct probation reviews and quarterly performance development reviews, identifying strategies to build confidence and competencies. Manage the staff review programme for all individuals within the team, developing targets, reviewing quarterly, and coaching as necessary.

• To build strong working relationships with the wider Campus Operations team. Ensure the working relationship between the Campus Operations team and Facilities Assistants is constructive, with open channels of communication.

• To have a full understanding of relevant employment policy and procedures. Identify and escalate staff capability and disciplinary matters to the Campus Operations Manager.

• Where applicable, to work closely with the Managers on Duty to achieve common standards of management, technology, and Fit for King's customer service standards.

• To ensure all preplanned and reactive facilities work orders raised via the university's CAFM system Planon are completed to the appropriate standard within SLA, and then closed out on the CAFM system.

• To investigate compliments and complaints for upward reporting and feedback on the fortnightly call.

• To prepare weekly Planon performance figures.

• To act as a key contact for the Service Desk for Facilities Management issues, and manage communication between the Service Desk, the operations team, and other stakeholders.

• To ensure that all activities are undertaken in strict accordance with the College's and the Estates and Facilities Directorate's policies and procedures.

• To ensure that client satisfaction is high by obtaining regular feedback from staff and students.

• To proactively manage and monitor the disposal of WEEE, bulky and confidential waste from the site, and to monitor all waste collection, adhering to all college protocols.

• To undertake such other duties appropriate to the level and character of work as may reasonably be required within the Department. For example:

• order skips and coordinate their arrival and departure;

• order grit to cover gangways during icy conditions;

• maintain university notice boards and general poster management

• remove obstructions from Fire Emergency escape routes

• To assist with the financial management of the department as directed by the Campus Operations Manager. For example: submit accurate returns for recharges to departments.

• To lead a team of Facilities Assistants, ensuring a high-performance culture and demonstrable Fit For King's values (the directorate's customer service programme). In this way, delivering against the directorate's brand promise of world class services for a world class university.

• To ensure the Facilities Assistants are trained to identify hazards in classrooms, lecture theatres and public areas. Ensure they take appropriate action in accordance with local operating procedures, e.g. escalate risks; implement temporary measures to cordon off hazardous areas.

• To ensure all risk assessments are completed and act as risk assessor

• To ensure the Facilities Assistants are trained in the College's Accident & Incident Reporting System (AIRSWEB), and that they report all accidents, incidents and 'near misses' in accordance with College policy and procedure.

• To ensure that all relevant Health & Safety regulations are always complied with.

• To assist in an initial response to any emergency situations that place university buildings at risk. And co- ordinate the Facilities Assistants in the event of evacuations or drills.

• To be responsible for portering services, e.g. classroom set-up; the portering of goods, furniture, equipment and waste; a light removal service to assist with office relocations and reorganisations.

• To liaise with AV and catering with regard to both regular room set ups and events/ functions.

• To be available to work at key events

• To be responsible for the smooth running of the post room, which includes the receiving, sorting, recording, franking and delivery of internal and external mail.

• To co-ordinate all mail room services ensuring that appropriate systems are developed, updated and to meet customer expectation.

• To develop, maintain and implement written process and procedures relevant to the Operation Team.

• Regarding security, ensure the Facilities Assistants adhere to security procedures and report system failures specific to checking goods in and processing suspicious items.

• To be responsible for providing the full end to end mail service, ensuring post and packages are received, scanned, and delivered to the intended recipient or into storage when necessary (e.g. food and beverages). Plan routes and end delivery points across the Campus for all delivery types (planned, unplanned, mail and courier). Maintain proof of delivery should queries arise and completed in line with agreed policies and procedures.

• To maintain communication with customers upon receipt of a delivery, ensuring the customer is contacted and the delivery location is arranged in advanced.

• To ensure resources are planned well in advance in order to manage predicted demands on the service. Rota Facilities Assistants so that resource is appropriately spread across the estate and mail room functions to cope with peaks in service and demands.

• To lead by example, creating a naturally friendly and inclusive team culture that is customer focused.

• To drive consistent service delivery through the application of the directorate's customer services programme Fit for King's, promoting the highest standards of customer care.

• To manage staff absence, adhering to HR policy and practices, e.g. Teamseer the College's absence management system.

• To manage Facilities Assistant's workload, reviewing workload daily.

• To hold team meetings and trainings, setting out clear objectives on performance and customer service expectations. Identify best practice amongst Facilities Assistants and share insights at team meetings.

• To hold 1:1s with each Facility Assistant, providing a space for open discussion on performance. Set and monitor the objectives for each of the team members, ensuring their maximum contribution to the team. when necessary, escalating issues to the Campus Operations Manager for resolution.

• To conduct probation reviews and quarterly performance development reviews, identifying strategies to build confidence and competencies. Manage the staff review programme for all individuals within the team, developing targets, reviewing quarterly, and coaching as necessary.

• To build strong working relationships with the wider Campus Operations team. Ensure the working relationship between the Campus Operations team and Facilities Assistants is constructive, with open channels of communication.

• To have a full understanding of relevant employment policy and procedures. Identify and escalate staff capability and disciplinary matters to the Campus Operations Manager.

• Where applicable, to work closely with the Managers on Duty to achieve common standards of management, technology, and Fit for King's customer service standards.

• To ensure all preplanned and reactive facilities work orders raised via the university's CAFM system Planon are completed to the appropriate standard within SLA, and then closed out on the CAFM system.

• To investigate compliments and complaints for upward reporting and feedback on the fortnightly call.

• To prepare weekly Planon performance figures.

• To act as a key contact for the Service Desk for Facilities Management issues, and manage communication between the Service Desk, the operations team, and other stakeholders.

• To ensure that all activities are undertaken in strict accordance with the College's and the Estates and Facilities Directorate's policies and procedures.

• To ensure that client satisfaction is high by obtaining regular feedback from staff and students.

• To proactively manage and monitor the disposal of WEEE, bulky and confidential waste from the site, and to monitor all waste collection, adhering to all college protocols.

• To undertake such other duties appropriate to the level and character of work as may reasonably be required within the Department. For example:

• order skips and coordinate their arrival and departure;

• order grit to cover gangways during icy conditions;

• maintain university notice boards and general poster management

• remove obstructions from Fire Emergency escape routes

• To assist with the financial management of the department as directed by the Campus Operations Manager. For example: submit accurate returns for recharges to departments.

• To deal with general enquiries for information from staff, students, and visitors.

• To take ownership of the campus grounds and pathways, ensuring they are attractive, safe, and well maintained. Raise issues with Engineering Services and third-party service providers as required.

• The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

Skills, knowledge, and experience

Essential criteria

• Educated to GCSE standard or equivalent
• Experience of planning, coordinating and organising people and tasks
• Knowledge of Health and Safety in relation to working practices
• Experience of planning and prioritisation of own workload and that of others
• Able to communicate with people at all levels both orally and in writing
• Knowledge of logistics and mail equipment
• Line management skills
• Hardworking and reliable
• Excellent customer services focus
• Able to work flexible hours including weekends and evenings in line with business requirements.
• A positive, 'can so' attitude to work and role

Desirable criteria

• Experience of running a logistics and mail service in a university environment
• Computer literate with knowledge of Microsoft Office packages Word and Excel
• Ability to understand and respond to the needs of service users by way of assessing risks

Further information

Please include an up to date CV with your application.
Full clean UK Driving licence

This is an indefinite, full-time post

This post is subject to Disclosure and Barring Service and Occupational Health clearance

This advertisement does not meet the requirements for a Certificate of Sponsorship under Home Office regulations and therefore the university will not be able to offer sponsorship for this role