Estates and Facilities Relationship Manager

Durham, United Kingdom
£34,304 - £40,927 per annum
26 Nov 2021
End of advertisement period
15 Jan 2022
Contract Type
Full Time

Accommodation & Commercial Services

Grade 7: - £34,304-£40,927 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date: 15-Jan-2022, 7:59:00 AM

Job Family: Business Process and People Services

This is a Facilities Management Role.

Job Reference Number:

Job Title: Estates and Facilities Relationship Manager
Department: Estates and Facilities Directorate, Accommodation and Commercial Services
Responsible to: Head of Estates and Facilities Relationship Management
Responsible for: Facilitator (Accommodation and Facilities Services) Matrix Management of colleagues outside direct line management, where applicable
Grade: Grade 7
Salary range: £34,304-£40,927
Contract type: Permanent
Working arrangements: Nominal 35 hours Five days out of seven
Closing date: Shortlisting will take place as and when applications are recieved, it is possible this vacancy may close early. Not before 10 December 2021.
Interview date: (if known)

Reward and Benefits

To support the delivery of the University's People Strategy to attract, retain and reward the very best, we offer a fantastic range of rewards and benefits to our staff, including:

  • 30 days annual leave, plus 4 customary days and 8 bank holidays (pro-rata for part-time) and the option to purchase additional leave
  • Automatic enrolment into a pension scheme
  • Corporate and local discounts
  • Wellbeing resources and discounted health benefits
  • Health discounts on sports and activities at Maiden Castle Health and Activity Centre
  • Reward and Recognition Schemes
  • Personal and career development
  • And SO much more, with further information available here.

Working Arrangements

At Durham, we recognise that our staff and students are our greatest asset and we want to support the health and wellbeing of all. Hybrid working supports this ethos and provides many benefits to our colleagues, including empowering people, where their role allows, to work in a manner which is more suitable for them, whilst encouraging our commitment to environmental sustainability.

Depending on the needs of the business and the job role, Durham University is piloting hybrid working for all Professional Services colleagues in the academic year 2021/22, which may include the opportunity to work both on and off campus and flex working hours. If appointed to the post, your line-manager will discuss the specific arrangements with you. Any hybrid arrangements are non-contractual and may change within the pilot and when the pilot ends.

The Department and role purpose

The Estates and Facilities Directorate provides a number of essential services to Durham University and is responsible for managing, maintaining and developing the infrastructure and building fabric of the various campuses, including:

  • maintaining and regularly reviewing a maintenance programme which takes account of short, medium and long term needs of all buildings and University grounds;
  • implementing the works identified and funded within the various maintenance programmes and operating a system for dealing with day-to day requirements, including the provision of an out-of-hours emergency service;
  • providing a professional, technical service to the University for the design, construction and procurement of new buildings and adaptation works to existing buildings;
  • identifying and recording the use of space and advising on ways of increasing space utilisation;
  • property and asset management;
  • acquisition and disposal of built environment related assets;
  • procuring and managing utilities and services;
  • providing postal, delivery and security arrangements and advice to the University; and
  • delivering a wide-range of customer-facing services, including: contract management; estates and facilities relationships management; housekeeping and cleaning, business resilience, event management; reception helpdesk; university retail; business support; health and safety; and management information.

The Estates and Facilities Relationships Manager will be the first point of contact, within their given area, for stakeholders and colleagues to report concerns or issues; ensuring Estates and Facilities consistently deliver exceptional services, to meet the operational needs of the University.

The post-holder will also be responsible for operational contract management with private student accommodation providers and other third party service providers; ensuring all operational and statutory obligations are fulfilled according to agreed timeframes.

Core responsibilities:

  • Recognised professional practitioner and management and/or service specialist with responsibility for the management of team members, including matrix management.
  • Provide input to the design and development of service processes, procedures, techniques and deliverables for one or more service areas or projects.
  • Manage operational service activities and empower colleagues to ensure excellence in the stakeholder experience, including but not limited to service excellence.
  • Contribute to the analysis of stakeholder feedback to help define needs and requirements, inputting to the design and planning of services, focusing on continuously improving service delivery.
  • Internal and external relationship development and partnership working, networking and participation to engage and influence current and future services and the University reputation.
  • Provide feedback on team and individual performance and identify development needs, conducting regular staff ADR and performance reviews, as required.
  • Handle the vast majority of welfare issues within a team, referring more complex welfare issues to appropriate support services/senior management.
  • Delivery of ongoing coaching, mentoring and training to team members and colleagues.
  • Maintain an awareness of current policy for University business goals such as widening participation and access.
  • Contribute to business meetings, working groups and sub committees at departmental and operational service levels.
  • Responsible for managing small budgets for consumables, and training, keeping records and processing invoices.
  • Devolve responsibilities to team members and colleagues to ensure continuity of service provision and encourage skills development.

Role responsibilities:

  • Provide management for stakeholder service areas and/or processes ensuring a high quality and timely service to all stakeholders, including prospective, existing and past students and staff.
  • Manage and monitor performance and workload outcomes and/or staff, planning cover to ensure smooth service provision through peaks and troughs, as required.
  • Analyse service data and provide reports to Service Heads, making recommendations for improvement as appropriate.
  • Provide advice to stakeholders in relation to University, School and/or Department policy, procedures and regulations.
  • Ensure the review and improvement of systems and procedures in line with University, School, Department or unit frameworks.
  • Distribute service and training information and provide advice to stakeholders regarding compliance and regulations.
  • Ensure regulations and procedures are updated to take account of internal and external changes.
  • Coordinate and oversee committee working and deal with complaints.
  • Awareness of the wider objectives within the operational area, external environment and sector best practice to support high quality services. 
  • Proactively rectify issues and provide feedback to stakeholders, communicate updates to Senior Management; escalating issues, where necessary, to ensure the stakeholder experience is not impacted.
  • Building Management responsibilities for properties/buildings within the remit of Accommodation and Commercial Services.
  • Responsible for operational contract management for contracts within the remit of Accommodation and Commercial services, such as but not limited to PBSAs and third party service providers.
  • Coordination of training provision for Estates and Facilities.
  • Any other reasonable duties. 

Specific role requirements

  • Work evenings and weekends, as business demands.
  • There may be a requirement for the post-holder to participate in local on-call arrangements, as relevant to this role.
  • Attend all training and development, as required.

Recruiting to this post

In order to be considered for interview, candidates must evidence each of the essential criteria required for the role in the person specification below (including those listed in the section ‘Realising Your Potential Approach’). 

In some cases, the recruiting panel may also consider the desirable criteria, so we recommend you evidence all criteria in your application. 

Please note that some criteria will only be considered at interview stage.

How to apply

We prefer to receive applications online.

Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement https://www.dur.ac.uk/ig/dp/privacy/pnjobapplicants/ which provides information on the collation, storing and use of data.

What you are required to submit

1.    A CV.

2.    A covering letter, which details your experience, strengths and potential in all of the requirements set out in the Person Specification

3.    A document with a detailed example of how you meet each of the essential and desirable criteria.

Please ensure that you submit the documentation listed above or your application will not be considered.

Contact details

For further information please contact: Catherine Olley: catherine.olley@durham.ac.uk.

At Durham University, our aim is to create an open and inclusive environment where everyone can reach their full potential and believe our staff should reflect the diversity of the global community in which we work.  We welcome and encourage applications from members of groups who are under-represented in our work force, including people with disabilities, women and black, Asian and minority ethnic communities.

We will notify you on the status of your application at various points throughout the selection process, via automated emails from our e-recruitment system.  Please check your spam/junk folder periodically to ensure you receive all emails.

Person specification - skills, knowledge, qualifications and experience required

Essential Criteria

  1. Excellent oral and written communication skills and the ability to develop excellent working relationships both internally and externally, challenging constructively and credibly where required.
  2. Proven IT skills, including use of Microsoft Office.
  3. Educated to degree level, in a relevant discipline, or relevant, equivalent experience, in a similar customer-focussed environment.
  4. Professional practitioner with knowledge and expertise used to contribute to the delivery and development of services, events and activities within the organisation.
  5. Experience of implementing policy and procedures and involvement with future changes for a service area.
  6. Experience of providing specialist advice and guidance to a range of customers and colleagues, including more senior colleagues.
  7. Experience of being able to network effectively and develop strong and productive working relationships, to influence perceptions of the University.
  8. Experience of managing and developing a team or teams, including matrix management and/or line management qualification.
  9. Proven track record of the ability to manage a varied workload and work to strict deadlines.
  10. Exceptional attention to detail.
  11. Relevant proven track record of managing and delivering service activities on time and to budget.
  12. Demonstrable knowledge of excellence in hospitality services and experience of front-facing operational service management.

Desirable Criteria

  1. Continuing professional development required to maintain professional recognition.
  2. Knowledge and experience of ensuring compliance with regulatory and organisational policy and guidelines.  
  3. Relevant knowledge of health and safety.
  4. Experience of working within the higher education sector.

Realising Your Potential Approach

Finding Solutions: taking a holistic view and working enthusiastically and with creativity to analyse problems and develop innovative and workable solutions. Identifying opportunities for innovation.

  1. Identifying and pursuing opportunities to work in partnership with external organisations to generate and develop ideas.

Working Together: working co-operatively with others in order to achieve objectives. Applying a wide range of interpersonal skills.

  1. Working across boundaries to develop relationships with other teams.

Using Resources Effectively: making effective use of available resources including people, information, networks and budgets. Being aware of the financial and commercial aspects of the University.

  1. Developing cross-service collaboration and being willing to share resources.

Achieving Results: planning and organising workloads to ensure that deadlines are met within resource constraints. Consistently meeting objectives and success criteria.

  1. Critically evaluating the success of projects; disseminating lessons that can be learned.
  2. Being effective in gaining buy-in without direct authority.
  3. Being knowledgeable about key stakeholders and how they may influence the work of your department.

DBS Requirement: Not Applicable.

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