Services Manager – Nominated Residences

Job ID: 023188

Salary: £38,304 - £45,026, including London Weighting Allowance

Posted: 17-May-2021

Closing date: 13-Jun-2021

Business unit: Estates & Facilities

Department: Residential Services Management Contact details: James McLaren , james.mclaren@kcl.ac.uk

Not on Campus   Professional and support services    

Job description
 
An opportunity to Join King’s Residences as their Services Manager – Nominated Residences. The position holder will manage the King’s Residences brand across all partner properties – 4 organisations and 7 sites – building relationships ensuring a highly professional and consistent level of service to all King’s residents. This is a wide reaching role that requires a clear focus upon the services, facilities and health & safety of the buildings, as well the customer journey.

Work closely with all residential functions to manage across site projects and best practice. This role will also work in collaboration with the residences department, supporting through out.
 
This post will be offered on an indefinite contract.
This is a full-time post.

Key responsibilities

Key objectives:

• Oversee and be accountable for the operation and the efficiency of the King’s Nominated Residences properties      
• To liaise and consult with all 3rd Party Managers and teams, and represent those residences and their contracted partners
• Monitor contractors service delivery and address underperformance in liaison with the Head of Resident Experience & Operations
• Ensure these properties are safe secure, well maintained and clean
• Ensure the service provided is in line with the King’s vision
• Ensure visibility of, and the continuous improvement of all Health & Safety compliance across the partner portfolio in all areas
• Escalation point and act as intermediary for complaints that come via the 3rd parties and King’s residences, ensuring an efficient, consistent and professional response is provided at Stage 1 and stage 2 where necessary
• To ensure the complaints and good will gesture framework is consulted and follow up action is fair, consistent and robust
• To create innovations & strategies to stream line and improve the service delivery
• Deliver departmental strategies and implement them as best practice across sites
• To review 3rd party contracts, policy and procedures
• Support the resident life and welfare departments by providing support and guidance to residents including involvement with investigations and disciplinary proceedings where necessary
• Form part of the residences disciplinary board
• Collaborate and manage on projects
• Report on 3rd party services and function streams
• Build and maintain all departmental stakeholder relationships ensuring Residences is represented in a positive way
• Review property checks, completion and address any unexpected variances, on building maintenance, students experience and staff performance
• Support the Student Conducts & Appeals process and Credit control in disputes and claims
• Support the operation of Summer business across all sites and preparation between occupancies
• Ensure that detailed room inventories are produced for all rooms as termly inspections take place following the guidelines and damages are addressed (repaired and charged as required) for all 3rd party sites
• Monitor UUK/ANUK compliance
• Regular visits to partner sites to monitor consistency of service delivery and property and safety standards
• Support local teams to address complaints promptly and efficiently;

Project/Compliance Management

• To support and lead where necessary on projects/improvements and new systems across the King’s Residences
• Help drive improvements in compliance and Health & Safety across the Residences
• Ensure all sites utilise systems and processes to record, report and learn from incidents
• Monitor the adherence to all Health and Safety procedures, ensuring they are implemented according to the College standards, and local legislation.

Management Support & Training

• Succession planning and management of King’s owned residences during Residence managers absence
• To act as a Fit for King’s ambassador and support the roll out and training of all staff
• Take a lead role in move out and move in campaigns
• Act as an On call manager as part of a rota
• Review services offered & obtain feedback from internal & external customers and contribute ideas for continued development
• Be known and visible in the residences as a reputable face of the College

Contractor Relations

• Be familiar with all relevant contractors, following the College’s procurement policy is strictly adhered to and addressing any nonconformities promptly.
• Ensure contractors have a full understanding of all product and service specifications in order to ensure effective delivery.
• Assist the Residence Managers and the Head of Resident Experience & Operations with any contractor related issues.

Financial

• Work within the residences set budgets, provide feedback on under budgeting risks prior to committing to additional expenditure and potential areas of saving
• Work with King’s Venues/Allocations to fill voids
• Ensure the financial obligations of the portfolio are met and exceeded in terms of revenue generation and budget control, also through strict monitoring on utility costs.

Incident Management

• Manage all incidents in line with the College’s procedures and Business Continuity Plan.
• Anticipate potential problems/situations and act accordingly to create solutions.
• Trouble-shooting any problems or issues within the residences as they arise, requesting the adequate support with the required urgency and seniority.

Communication

• Keep the Head of Resident Experience & Operations informed of all relevant business issues & updates across the partners sites and connected contractors
• Work closely with management of all other departments to ensure complete synergy along the Residents journey
• Attend management meetings to ensure good communications between residential areas, always being prepared to report on operations in your area.

Environment

• Support and assist with the roll-out of King’s sustainable initiatives across partner sites
• Promote best practice across the residence for waste and energy management
• Support the College’s environmental policy to improve overall performance and help it achieve its stated environmental objectives and targets

Service Delivery:

• A strong focus and commitment to providing excellent services to our residents.
• Responsible for providing a professional, accurate and efficient service to a wide range of people including current residents, members of the public, colleagues and external agencies.
• Maintain personal knowledge by completing in-house training and attending courses. 

Skills, knowledge, and experience 

Essential criteria 

• Management of 3rd party staff & contractors 
• Property/building management experience  
• Experience in a supervisory role in a hotel, University halls or youth hostel 
• An understanding of H&S management and statutory compliance legislation 
• Knowledge of standards and procedures for reception/reservations and building services 
• An understanding of life in student accommodation 
• Customer & client services training or relevant hospitality experience 
• Management & stake holder management – relationship building experience 
• Educated to A- levels 
• Incident management 
• Working experience of MS suite and management systems 

Desirable criteria 

• Project management  
• Procurement/ tendering experience