UCL Weekend O/Hs

UCL Weekend O/Hs

WEEKEND/OUT OF HOURS PROPERTY SERVICE MANAGER CANDIDATE INFORMATION PACK

ABOUT US

About UCL Founded in 1826 in the heart of London, UCL is London’s leading multidisciplinary university, with more than 13,000 staff and 43,800 students from 150+ different countries. We are a diverse community with the freedom and courage to challenge, to question and to think differently. Through a progressive approach to teaching and research, our world leading academics, curious students and outstanding staff continually pursue excellence, break boundaries and make an impact on real world problems. Who we are Since 1826, we have championed independent thought by attracting and nurturing the world’s best minds. UCL is a diverse global community of world-class academics, students, industry links, external partners, and alumni. Our powerful collective of individuals and institutions work together to explore new possibilities. • Academic excellence • 29 Nobel laureates • 11 academic faculties • 43,800 students • 14,300 employees • 1st in UK for research strength (REF 2014) • 440 undergraduate programmes • 150+ nationalities represented by student body • 675 postgraduate programmes

UCL’s vision and impact Our distinctive approach to research, education and innovation seeks to further inspire our community of staff, students and partners to transform how the world is understood, how knowledge is created and shared, and the way that global problems are solved. UCL is taking on some of the biggest challenges of our time, and making vital contributions to the public good. As set out in UCL 2034, UCL’s strategy is based on the following principal themes: • Academic leadership grounded in intellectual excellence • A global leader in the integration of research and education, underpinning an inspirational student experience • Addressing global challenges through our disciplinary excellence and distinctive cross-disciplinary approach • An accessible, publicly engaged organisation that fosters a lifelong community • London’s Global University: in London, of London and for London • Delivering global impact through a network of innovative international activities, collaborations and partnerships.

We are continually making an impact on the world we live in.

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2 UCL Weekend/OOH Property Service Manager

Transforming UCL UCL has embarked on an extensive building and refurbishment programme - Transforming UCL. This is about creating sustainable spaces that meet UCL’s world-class aspirations and commitment to excellence and innovation. Transforming UCL is the largest capital programme in the University’s history. It will see a substantial investment of over £1.25 billion over the next 10 years to refurbish and develop some of our most iconic buildings whilst also bringing forward new world class buildings. Together these will enable and support the University’s continued growth as we continue to build now and for the future.

Creating campuses equipped for the future • £1.25 billion invested in transforming UCL facilities. • Brand new campus UCL East will be home to new degree programmes, research, innovation, and technologies. • The new Student Centre opened its doors in 2019 – an essential space to think, explore, collaborate, discover and challenge. • Astor College, our newly refurbished self-catered hall opened in 2019 winning the award for ‘University Halls of Residence of the Year 2019’. • We teach our students how to think, not what to think. • We are investing £281.6 million into a new purpose-built biomedical facility which will house over 500 scientists from across UCL’s neuroscience community. Candidate Information 5

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LIFE AT UCL

Life at UCL, London Our position in London brings unique benefits, providing all with access to a wealth of opportunities, and enabling us to contribute to everything that makes it one of the world’s greatest cities. A world-leading university in a global city is a powerful and inspiring combination. UCL reflects London’s strengths, and we make significant contributions to London’s impact on the UK, Europe and globally. Our staff and students benefit from being in one of the world’s most celebrated and diverse cities, and they give back by making a real difference to London’s people, economy, communities and culture. At the heart of one of the most dynamic cities in the world • In the London’s Bloomsbury district – traditionally a place for rebels and innovators. • At the heart of the Knowledge Quarter, a consortium of over 90 academic, cultural, research, scientific and media organisations. • Close to a wealth of academic resources – museums and libraries, academic and professional bodies, theatres, hospitals and medical institutes. • Close collaboration and partnerships with leading organizations and iconic institutes – such as the British Library, British Museum, RIBA, Zoological Society of London, Institute of Physics, the BBC, the Wellcome Trust, etc. • Also perfectly placed to foster enterprise and business partnerships (including through UCL Innovation & Enterprise).

UCL Estates UCL Estates, comprising Estates Operations and Estates Development, manages UCL’s entire estate and its facilities infrastructure. This includes property acquisition and management, capital projects, engineering and maintenance, environmental sustainability, safety, security, cleaning, UCL Accommodation and central room bookings. The UCL Estate comprises over 200 buildings valued in excess of £2 billion, more than four million square feet of academic and non-academic space. The scale, variety and complexity of the estate are unparalleled in the sector. UCL Estates places a very heavy emphasis on safety and a strong focus on multistakeholder engagement.

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UCL Accommodation The multi-award winning UCL Accommodation team sits within UCL Estates and comprises of over 26 halls that house more than 6500 residents. UCL Accommodation has set out an ambitious new vision of becoming the leading provider of accommodation in the HEI sector; delivering an exceptional student experience and embarking on a new strategy to delivery this vision. Our students are at the very heart of this strategy and we work in conjunction with our students to deliver what matters most to them in a way that really amplifies the difference that we as UCL can bring. Most of our halls are close to campus in Bloomsbury, one of London’s most desirable neighbourhoods. We also have halls in Camden and Victoria – exciting areas with their own quirks and treasures. Despite London’s expensive property market and the pressure on student accommodation, UCL’s prices are kept as low as possible and are amongst the cheapest in the area. The team also works hard to enhance the experience of every student staying with us. We believe it’s everyone’s role in the team to help ensure that every resident in UCL Accommodation feels at home. We’re striving to provide every student with an experience as befits one of the world’s greatest universities in one of the most exciting cities on earth. Candidate Information 9

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JOB DESCRIPTION

Post:

Weekend/OOH Property Service Manager

Department:

Student Accommodation

Grade:

6

Reporting to: Deputy Head of Operations Responsible for: Weekend and OOH Accommodation Service Officer(s) Supervision of: Accommodation Advisors

Normal working works are 36.5 per week Required to provide cover between 12pm-8pm (Hours to be determined by Line Manager) Monday-Friday and 9am-5pm on Saturday Part of the 24/7 on call incident management team

Hours:

PURPOSE OF THE JOB To form an integral part of the operations team, providing an outstanding student experience 24/7 Monday-Sunday. As a Weekend and Out of Hours Property Service Manager you will be responsible for overseeing all of the accommodation portfolio, maintaining a safe and secure environment at all times and providing a responsive customer service. You will lead the team that provides this service 7pm-8am Monday - Friday and 24 hours over the weekend. You will report to the Deputy Head of Operation Manager and work closely with the Accommodation Managers. You will ensure the OOH/Weekend service team assist in the day to day tasks including Front of house reception, general enquiries, daily walkarounds and any other building management task. A provisional rota will be made available but you will be required to amend your days of work in line with the business demands, particularly commercial period, student arrival, departure and open days. Cover is required 24/7, 52 weeks of the year. Over the Bank holidays and UCL Closure days there will be a requirement for all Weekend/OHH Service Officers to cover the UCL Residence sites. The role includes supporting open days, student arrival and departures as well as assisting with visitors, students, external contacts and will ensure that the highest level of customer service is maintained as well as acting as a role model for excellent service delivery.

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10 UCL Weekend/OOH Property Service Manager

◊ Estates and Maintenance (technical, procurement, project management, lifecycle, planned preventative maintenance, energy and environment) in order to deliver customer satisfaction and protect the long term value of the UCL Assets ◊ Safety Support - Work with the UCL Safety Services and Business Standards Team to deliver and embed a safe work place to live and work • Fostering effective working relationships with third party suppliers, ensuring delivery to the required standards and addressing underperformance issues as appropriate • Attending Property Service and Standard meetings to provide updates and recommendations for best practice and relaying any information to the wider management team • Holding regular skills update sessions with the OOH Service Officers • Being a positive agent for change, leading the team by example and inspiring trust and commitment through periods of transformation

DUTIES AND RESPONSIBILITIES

Service and Standards • Designated Lead for the Out Of Hours and Weekend UCL Front of House team and responsible owner for the delivery of Operational Services outside of core hours • Forming part of the wider UCL Residences management team contributing to the development of a high performing and positive Front of House and OOH Accommodation Service team • Ensuring tasks allocated to OOH and Weekend Service teams, as outlined within the relevant person specification, are carried out to the standards and regularity required, with a focus on Customer Service, Building Maintenance, Security and Welfare • Supervising the team, including: ◊ Allocating and monitoring work quality ◊ Conducting 1 to 1 meetings ◊ Identifying and securing the delivery of training needs and supporting the embedding of the learning ◊ Identifying and managing personal development needs ◊ Managing performance effectively, identifying issues and ensuring management processes are executed appropriately to achieve resolution • Proactively building a positive and high performing customer service culture • Escalating issues of performance of team members where disciplinary action is required to the line manager for resolution • Setting and promoting service standards within the team • Managing and planning resource levels, including rota management, holiday and recruitment, to ensure appropriate staff are available to meet demands • Ensuring that any escalated issues requiring action are followed up in a timely manner • Working in a collegiate and supportive manner with colleagues, ensuring opportunities to share best practice are utilised • Working effectively with core UCL/UCL Residences functions, developing trusting and effective working relationships, to include: ◊ Human Resources (resourcing, learning and development, employee relations) to manage recruitment, people management, succession planning and training requirements ◊ Student Experience and Communication functions in order to deliver an outstanding customer experience and communication within the area

• Contributing to the site budget and budget commentary • Executing UCL and UCL Residences improvement initiatives

• Making regular visits to all properties across the portfolio, ensuring both building, residents and staff remain safe, reviewing hazards and risks, and ensuring safe working practices are in place • Coordinating and managing the team during ad hoc/ cyclical projects (e.g. summer turnaround and Commercial period) • Taking part in the department OOH and Weekend rota, taking responsibility for resolving or escalating any incidents that occur whilst on call and offering flexibility in work hours as required • Providing general reception services, including key management and handling lock outs • Maintaining positive community relationships e.g. neighbours, local communities, police community officers, Fire and Rescue Service and local authorities • Ensuring there is following up OOH and on the weekend on any customer related issues, in a timely manner, engaging with other colleagues when necessary • Ensuring the OOH and Weekend Team maintain the UCL Accommodation and UCL filing and information systems including StarRez booking/resident system, hardcopy files and MS Excel spread sheets, ensuring customer >Page 1 Page 2-3 Page 4-5 Page 6-7 Page 8-9 Page 10-11 Page 12-13 Page 14-15 Page 16-17 Page 18-19 Page 20-21 Page 22-23 Page 24

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