Residences Director

1 week ago

London, Greater London, United Kingdom University Partnerships Programme Full time

About the Role

The University Partnerships Programme is seeking a highly skilled and experienced Residences Director to join our team. As a key member of our operations management team, you will be responsible for the coordination, delivery, and continuous improvement of all contracted hard and soft facilities management services within the agreed Service Level Agreements (SLAs) and associated operational budgets.

Key Responsibilities

  • Coordinate and deliver all contracted facilities management services, ensuring that the overall delivery meets the satisfaction of our university partner and our students across the portfolio.
  • Monitor and appraise service delivery to ensure continuous improvement, identify new revenue-generating opportunities, and enhance the customer experience.
  • Act as the day-to-day contact for the University and Contractor Representatives in respect of all operational matters on site.
  • Build and sustain a strong and effective relationship with our university partner, ensuring that we are delivering extensive contractual obligations in a timely, cost-effective, and efficient manner.
  • Oversee various directly employed teams and sub-contracted staff responsible for delivering first-class services for our partner, including reception and customer services, maintenance, cleaning, vacation services, and general facilities management.
  • Ensure that we are operating within the agreed SLAs, meeting any compliance, statutory, and/or Health, Safety, and Environmental obligations, and that our teams are well-equipped and supported through effective training and development.
  • Formulate and deliver action plans to provide continuous improvement in the standard of customer service and engagement, working closely with the Partnerships Director.
  • Ensure complaints are fully investigated and resolved in line with UPP policy, liaising with the university client, student bodies, and reviewing and adjusting processes and procedures as necessary.
  • Responsible for full employee lifecycle, including recruitment, induction, training, development, and performance.
  • Undertake projects as identified, including mobilization of any new halls of residence.
  • Deliver against revenue targets, including 3rd-party income and summer vacation income.
  • Manage operational and lifecycle budgets, including staff and operational costs.
  • Identify other appropriate revenue-generating opportunities to enhance the service.

Requirements

  • Senior leader within Facilities Management or similar environment with experience of operational delivery in a commercial/contractual environment, working within defined SLAs and with Key Performance Indicators (KPIs).
  • Excellent communication and organizational skills, with good decision-making, flexibility, attention to detail, and the ability to prioritize workloads and resources.
  • Experience of managing high-performing teams of operational and managerial staff who provide 24/7 cover.
  • Commercially driven with an ability to promote a partnering culture with university staff and all key stakeholders.
  • Quality of leadership and personal skills to develop and lead an effective and well-motivated, multi-disciplinary, and site team.

What We Offer

  • Competitive salary with a great benefits package, including a discretionary performance bonus, 29 days holiday plus bank holidays, private healthcare, pension, enhanced family leave policy, life assurance, training, two paid volunteering or personal development days, and cycle to work scheme.
  • A dynamic and supportive work environment with opportunities for professional growth and development.
  • A chance to work with a talented and dedicated team who share our values of Innovation, Sustainability, Community, Partnership, and Respect.

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