UPP - Deputy General Manager (Garden Halls)

UPP - Deputy General Manager (Garden Halls)

DEPUTY GENERAL MANAGER UNIVERSITY PARTNERSHIPS PROGRAMME

CANDIDATE BRIEFING PACK

OCTOBER 2019

UNIVERSITY PARTNERSHIPS PROGRAMME

4

Introduction to University Partnerships Programme

6

Our Partnerships

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The Student Experience

10

UPP Management

12

The role of the Deputy General Manager

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Job description and person specification

18

Organisation Chart

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Benefits of working at UPP

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Further Information and Application Process

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UNIVERSITY PARTNERSHIPS PROGRAMME

Introduction

University Partnerships Programme UPP

We are the UK’s leading provider of on-campus residential and academic accommodation infrastructure. We have over 35,000 rooms in operation or under construction through long-term, bespoke partnerships with 15 world-leading universities. With over 800 employees, since 1998 UPP has invested well over £2.5bn in the UK higher education sector and provided homes to over 310,000 students. We create bespoke, long-term partnerships which enable universities to make the most effective use of their assets, free up resources and improve student services. We fund, design, develop and operate high-quality and affordable accommodation on campus and deliver the very best student experience in partnership with universities. Our unique partnership approach enables our university partners to develop their estates whilst reinvesting in their core services of teaching and research. We fund, design and build new on-campus residential and academic accommodation infrastructure, complete estate transfers and operate facilities over the long-term. Our transactions are typically undertaken on a demand-risk-transfer basis through a non- recourse approach, with the asset returning to the university in an agreed condition at the end of the concession. We encourage our partners to take an equity share in the project company so that both parties benefit from the successful delivery and performance of the accommodation, with interests aligned over the life of the partnership.

Our Vision

To be the UK’s leading student accommodation provider working with the trust and confidence of our university partners. To deliver on this ambitious vision, we have three strategic aims: 1. To drive operational excellence throughout our Business. 2. To delight our university partners through the services we provide to them and their students. 3. To generate value for our investors to enable them to further invest in the growth of our Business. To achieve the aims, we all need to focus on six strategic priorities: 1. Student experience – to provide an easy-to-access, reliable and excellent student experience. 2. Partnership – to develop and maintain highly-effective university partnerships. 3. Our people – to develop a safe, highly-engaged, skilled and collaborative organisation. 4. Accommodation – to apply effective asset management to provide good-quality accommodation. 5. Continuous improvement – to promote a culture of continuous improvement by embracing technology, innovation and efficiencies. 6. Development – to ensure highly-effective development, design and construction capabilities.

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UNIVERSITY PARTNERSHIPS PROGRAMME

In Partnership, for the long term.

We deliver a range of services which can help universities to invest in improvements their estate, or improve student services. Our range of services includes; funding, design, build and operation of student accommodation. We employ over 800 people managing more than 35,000 rooms in operation or development. Our support, delivered in partnership, is helping 15 UK Universities to upgrade their estates, make best use of their physical assets, improve services and enhance the student experience. In the last decade we have provided more than £2.5billion in new funding, supporting our partners to invest and grow, to meet demand and improve the student experience. Any UK University with a strong strategic vision can benefit from a partnership with UPP, or access our range of services.

Our University Partners

Imperial College London Lancaster University Leeds Beckett University Loughborough University Nottingham Trent University Oxford Brookes University

1,172 Rooms / FM Services

4,347 Rooms / Eco-Residences / FM services 2,038 Rooms / Eco-Residences / FM Services

1,310 Rooms / FM Services

4,402 Rooms / Academic / Retail / FM Services

771 Rooms / FM Services

University of Plymouth University of Exeter

1,764 Rooms / Academic / FM Services 2,569 Rooms / Academic / FM Services

University of Kent

1,840 Rooms / Eco-Residences / Academic / FM Services

University of Nottingham University of Reading

2,223 Rooms / FM Services

4,971 Rooms / Accommodation Office / FM Services

University of York

1,043 Rooms / FM Services 1,711 Rooms / FM Services

University of London

University of Hull

1,462 Rooms

Swansea University

2,021 Rooms / FM Services

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UNIVERSITY PARTNERSHIPS PROGRAMME

Student Experience

Great space and services with student experience built in. Our partnerships support universities to create environments within which students can live, study and thrive. We manage the needs of more than 35,000 students every term so we never stop learning and we share our experience with our partners. We also know that every University is as unique as the thousands of students it serves and this ensures that we are never complacent, and never take a one size fits all view. Independent qualitative and quantitative research helps us understand the evolving needs of students and face to face focus groups, and regular surveys with our residents enable us to check and adapt our approach quickly. As specialists, the quality of our staff and their in-depth understanding of the unique environment and the people for whom we provide services, enables us to support universities, understand their aims and their strategy and together deliver tangible improvements to the student experience. Our design teams work to understand how students want to use space, and how they interact with each other, leading to seemingly small improvements to the specification of a bedroom, or major changes that impact on construction or technology. At UPP we aim to deliver great places to live, with student experience literally built in. Listening, responding, adapting Students can be demanding and their needs constantly evolve.

Long-term, stable growth

Our clearly defined strategy for growth is based on our overarching mission to be the strategic partner of choice in the delivery of infrastructure and asset management services to UK universities. Our model is focused on long-term partnerships, supporting universities in improving the quality of their physical infrastructure and services to students. In aligning the interests of both parties, our unique approach provides security in the delivery of revenues and in turn, expected returns to investors. Our strategy will: • Grow the number of partnerships we have with selected universities • Increase the number of student rooms under management • Deepen the existing relationships we enjoy with our current partners • Invest in our staff to ensure we deliver the best customer service • Develop new and innovative ways of funding infrastructure projects • Identify new revenue streams and increase the value of existing revenue streams • Develop innovative solutions for the non-residential requirements of our partners • Wrest the economic benefits of ever more effective procurement

UNIVERSITY PARTNERSHIPS PROGRAMME

The Role of the Deputy General Manager

To support and assist the General Manager in delivering the contracted services to the agreed service levels within budget, ensuring service delivery meets the University’s and students’ satisfaction and all Health and Safety obligations are met. To assist the General Manager in monitoring and appraising the service delivery to ensure continuous improvement and to identify revenue generating opportunities which will enhance the customer experience.

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UNIVERSITY PARTNERSHIPS PROGRAMME

Job Description Job Title : Deputy General Manager Location : Garden Halls, London Reports To : General Manager Direct Reports :

Cleaning Supervisor, Front of House Reception Team

Roles and Responsibilities

Contract Delivery • Deliver all contractual and statutory obligations in a timely, cost effective and efficient manner through directly employed and sub contracted staff • Monitor service delivery functions ensuring they are compliant with the underlease, facilities management contract and service level agreement • In conjunction with the Business Manager, plan and deliver the annual PPM programme within the defined timescale and budget • In conjunction with the Business Manager, plan and deliver the annual summer works programme within the defined timescale and budget People Management • Manage the activities, training and welfare of all direct reports including the validating and submission of leave requests, timesheets, absence documentation and completion of training records • Carry out recruitment, induction, training needs analysis and performance appraisal of direct reports as required Health and Safety • Deliver Health & Safety compliance ensuring all systems, processes and policies are in place and monitored • Ensure all staff are trained in and aware of their Health and Safety duties and responsibilities

Financial Management • Ensure that student damage is correctly monitored, the necessary back up evidence is in place and that damage amounts are invoiced • Support the Business Manager in delivering the revenue targets (term time rent, summer vacation income) • Identify other appropriate revenue generating opportunities which enhance the service provided Client Liaison • Maintain on-going and effective working relationships with the university staff, student residents and student bodies Service Delivery and Quality Control • Monitor the quality of service delivery ensuring that service delivery levels meet the Service Level Agreements, high levels of customer satisfaction are delivered and there is continuous improvement of the service • Work with the Business Development team to ensure that the core UPP brand is communicated effectively • Liaise with the university client, student bodies (e.g. student union) and individual students over complaints and matters covering all aspects of the accommodation • Monitor the quality and cost effectiveness of suppliers and services for the site Marketing • Assist the University in marketing the accommodation for term time and summer occupation ensuring occupancy levels are maximised Other •Take part in an on-call rota and be part of the management escalation procedure • Other duties as commensurate with the post • Willing and able to travel to other UPP sites and/or Head Office, if required

UNIVERSITY PARTNERSHIPS PROGRAMME

Person Specification

Attributes Experience

Essential criteria

Desirable Criteria

Previously managed a similar multi-faceted role Client relationship management experience Hospitality Experience to an accredited high-standard

Evidence of delivering change and managing Standards Experience in a Student Accommodation operations or Similar FM service experience

Management of a large team (30+) Evidence of strong leadership skills Change Management

Skills/ Ability/ Knowledge

Excellent Report writing skills Excellent communication skills both written and verbal, including the ability to effectively communicate at individual and team level. Presentation skills Strong management, planning and organisation skills and resilience, working under deadlines. Strong IT literacy with good practical ability on MS Office (Excel, Word etc) >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 Page 15 Page 16

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