RCA - Head of Estate Customer Services FB

RCA - Head of Estate Customer Services FB

Head of Estate Customer Service

Candidate Information Pack

CONTENTS

Section 1 Executive Summary

Section 2 Purpose of post

Section 3 Person Specification

Section 4 Pay and Benefits

Section 5 Application Process

1. Executive Summary The Royal College of Art is the UK’s only entirely postgraduate art and design university. The Royal Charter specifies that the College’s purpose is “to advance learning, knowledge and professional competence particularly in the field of the fine arts… through teaching, research and collaboration with industry and commerce”. Fifty years on, the College remains in the vanguard of creative enquiry, with around 2,000 students from 65 countries registered for MA, MRes, MPhil and PhD degrees. Applications are strong, and the College’s strategy sets out an ambitious plan both to increase student places to 3,000 by 2020 and to launch new programmes underpinned by its world-class research. Recent examples include the MA in Contemporary Art Practice, launched in 2016, to offer a truly global dialogue about the practice and study of contemporary art, alongside the College’s established fine art programmes in painting, sculpture, photography and print, and the haptic crafts of making in ceramic, glass, and metal. The College is located on three sites in central London, in Kensington, Battersea and White City. In 2016 the Chancellor of the Exchequer announced an unprecedented £54 million grant to support a major expansion at Battersea to create a flagship innovation campus, housing new research centres, knowledge exchange labs and additional space for the College’s highly successful business incubator, InnovationRCA. Work on the new building is due to start in early 2018 and complete in late 2020. As well as welcoming students from around the world, the College’s global dimension is enhanced through extensive links with business and industry and its partnerships with leading art and design, cultural and educational institutions; including, among many others, its neighbours in Kensington (Imperial College London, the Victoria & Albert Museum, the Royal College of Music and the Natural History Museum). The College has 400 full- and part-time staff, including internationally renowned artists, designers and practitioners. These staff, together with customised forms of teaching and learning, dedicated technical facilities and research centres, all contribute to create an exceptional creative and intellectual environment and a remarkable record of graduate employment. Numerous eminent graduates have created far-reaching impact and influence, and the College boasts such noteworthy alumni as Sir James Dyson, Thomas Heatherwick, David Hockney, Tracey Emin, Christopher Bailey, Julien McDonald, Alison Jackson, Idris Khan, David Adjaye, Suzie Templeton and Sir Ridley Scott. The RCA operates on campuses in Kensington, Battersea and White City, with a total estate of 36,000 square metres consisting of both purpose built and converted buildings. These include the Grade 2 listed Darwin Building (1961) in Kensington, the Sackler (2007) and Dyson (2012) Buildings in Battersea and a new campus at White City which opened in September 2017.

2. Purpose of the post

To lead the provision of estate focused customer services across the RCA campuses, including technical maintenance, cleaning, security, post, shuttle buses, and catering.

This post will both lead the management and performance of outsourced contracts together with providing leadership to campus based customer service managers and teams, who will act as the primary contact between campus users and the estates team. This post will take responsibility for all aspects of day to day estate management ensuring that campus users are given a world class experience, our campuses are legally compliant and managed in an affordable and sustainable manner.

Main duties and responsibilities

· Lead on the definition, procurement, management and performance of all outsourced estate contracts, acting as technical expert for all contracts;

· Work with the Building & Estates General Manager to produce monthly reports on contractor performance against KPIs;

· Be accountable for the financial performance of all outsourced contracts;

· Be accountable for the key statutory deliverables required of the outsourced contracts, ensuring that the College remains in compliance with its statutory requirements at all times;

· Lead on the development of all policies and procedures relating to day-to-day estate operations;

· Lead and develop the Customer Service team to ensure that all campus users receive a world class user experience, acting as a role model for high levels of customer service;

· Lead the Customer Service team to ensure team objectives are delivered and the work of the team is coordinated with the wider Estates team;

· Work with the Building & Estates General Manager and Building & Estates Management Accountant in the production, monitoring and compliance with the annual budget process, being accountable for all estate revenue spend;

· Work with the Director to develop long term revenue projections for estate expenditure;

· Support the capital projects team in the production of operational function requirements for all capital projects, reviewing designs and participating in the handover processes for new projects;

· Regularly review the presentation of all areas of the campus to ensure that our world class aspirations and position are reflected;

· Manage all cross-campus stakeholder relationships, supporting and working with the Customer Service Managers;

· Participate fully in a ‘team general management forum’ that will provide the platform for sharing information, expertise and best practice across the team to embed a consistent and high quality of practice;

· Assist the Director with recruitment and people management with the relevant HR Manager;

· Assist the Director with the production of management information and governance reporting requirements;

· Ensure that record keeping within the Customer Service team is accurate and co-ordinated with the requirements of the Building & Estates General Manager;

· Assist the team with the >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14

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