Services Manager - Client Liason - Residences

Job Description

Role Purpose 





  • To manage the King’s Residences brand across all partner properties ensuring a highly professional and consistent level of service to all King’s residents. 




  • Work as an effective member within the residence’s management team supporting where needed 




  • Work closely with all residential functions to manage across site projects and best practice. 




  • Ensure that the standards and quality of the service provided to our students is of the highest level  





Key objectives: 





  • Oversee and be accountable for the operation and the efficiency of the King’s Nominated Residences properties 




  • To liaise and consult with all 3rd Party Managers and teams, and represent those residences and their contracted partners 




  • Monitor contractors service delivery and address underperformance in liaison with the Head of Resident Experience & Operations  




  • Ensure these properties are safe secure, well maintained and clean  




  • Ensure the service provided is in line with the King’s vision  




  • Ensure visibility of, and the continuous improvement of all Health & Safety compliance across the partner portfolio in all areas 




  • Escalation point and act as intermediary for complaints that come via the 3rd parties and King’s residences, ensuring an efficient, consistent and professional response is provided at Stage 1 and stage 2 where necessary 




  • To ensure the complaints and good will gesture framework is consulted and follow up action is fair, consistent and robust  




  • To create innovations & strategies to stream line and improve the service delivery 




  • Deliver departmental strategies and implement them as best practice across sites 




  • To review 3rd party contracts, policy and procedures  




  • Support the resident life and welfare departments by providing support and guidance to residents including involvement with investigations and disciplinary proceedings where necessary 




  • Form part of the residences disciplinary board 




  • Collaborate and manage on projects 




  • Report on 3rd party services and function streams 




  • Build and maintain all departmental stakeholder relationships ensuring Residences is represented in a positive way 




  • Review property checks, completion and address any unexpected variances, on building maintenance, students experience and staff performance 




  • Support the Student Conducts & Appeals process and Credit control in disputes and claims  




  • Support the operation of Summer business across all sites and preparation between occupancies 




  • Ensure that detailed room inventories are produced for all rooms as termly inspections take place following the guidelines and damages are addressed (repaired and charged as required) for all 3rd party sites 




  • Regular visits to partner sites to monitor consistency of service delivery and property and safety standards  




  • Support local teams to address complaints promptly and efficiently;  





Project/Compliance Management 





  • Ensure all sites utilise systems and processes to record, report and learn from incidents 




  • Monitor the adherence to all Health and Safety procedures, ensuring they are implemented according to the College standards, and local legislation.  





Management Support & Training  





  • Review services offered & obtain feedback from internal & external customers and contribute ideas for continued development  




  • Be known and visible in the residences as a reputable face of the College  





 



Contractor Relations  





  • Be familiar with all relevant contractors, following the College’s procurement policy is strictly adhered to and addressing any nonconformities promptly. 




  • Ensure contractors have a full understanding of all product and service specifications in order to ensure effective delivery. 




  • Assist the Residence Managers and the Head of Resident Experience & Operations with any contractor related issues. 





 



Incident Management  





  • Manage all incidents in line with the College’s procedures and Business Continuity Plan.  




  • Anticipate potential problems/situations and act accordingly to create solutions.  




  • Trouble-shooting any problems or issues within the residences as they arise, requesting the adequate support with the required urgency and seniority. 





Communication  





  • Keep the Head of Resident Experience & Operations informed of all relevant business issues & updates across the partners sites and connected contractors  




  • Work closely with management of all other departments to ensure complete synergy along the Residents journey 




  • Attend management meetings to ensure good communications between residential areas, always being prepared to report on operations in your area.  





 



Environment 





  • Support and assist with the roll-out of King’s sustainable initiatives across partner sites 




  • Promote best practice across the residence for waste and energy management 




  • Support the College’s environmental policy to improve overall performance and help it achieve its stated environmental objectives and targets 





 



Service Delivery: 





  • A strong focus and commitment to providing excellent services to our residents. 




  • Responsible for providing a professional, accurate and efficient service to a wide range of people including current residents, members of the public, colleagues and external agencies. 




  • Maintain personal knowledge by completing in-house training and attending courses. 





 



 




Qualifications

A-Level or above 



Iosh desirable 



Skills

Education / qualification and training 



A-Levels  



Customer service training or relevant hospitality experience 



Knowledge / skills 



Excellent command of the English language  



Excellent written and oral communication skills  



Knowledge of standards and procedures for reception/reservations 



Working experience of MS Suite and management systems 



Knowledge of foreign languages 



Experience 



Management experience 



Property/building management administration 



Experience in a supervisory role  in a hotel, University halls or youth hostel, including H&S management 



An understanding of life in student accommodation 



Management of 3rd party staff / contractors 



Personal characteristics/other requirements 

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Carry out research for a short project looking to embed sustainability in the MPharm curriculum 



Qualifications

Undergraduate degree in Pharmacy or related subjects 



Skills

- Knowledge of HE Pharmacy education in the UK 



- Experience in social science research methods such as surveys, focus groups, etc. 

To support the Residences Wellbeing Team with developing a harm-reduction approach to misconduct issues in Halls and overseeing and implementing the Residences Disciplinary Policy to ensure a safe living environment for students. This includes managing behaviour of students in Halls, as well as supporting with behaviour-related welfare issues, taking the lead on complex cases, and referring serious cases of misconduct with the College Student Conduct and Appeals team.



This is includes (but is not limited to) the following responsibilities:



Conduct Case Management




  • Accurately record and track misconduct cases on the ResiConduct database.

  • Review incident reports submitted by the team daily and follow up with the relevant individuals to ensure cases are not left open unnecessarily and those cases that require further action are dealt with in a timely manner.

  • Advise and support all Resident Managers and residences teams with investigating incidents (Fact Finding Investigations) and submitted reports which are to be dealt with under the Residences Disciplinary Policy are accurate and all information is up to date.

  • Organise and oversee the running of the Disciplinary Panel Hearings, inclusive of all necessary administration i.e. Invitations to disciplinary panel hearings, scheduling meetings, answering student queries, sending disciplinary hearing  outcomes, work closely with Panel members, etc.

  • Escalate issues to the Residences Welfare and Conduct Manager/Associate Director of King’s Residences whenever a risk to one or more students and/or to the University’s reputation is identified.

  • Sensitively explore any associated welfare issues within conduct incidents, referring students through Student of Concern (SOC)  as necessary and signposting students to appropriate support (Report+Support).

  • Provide pastoral support to students undergoing conduct investigations.

  • Work alongside the KCLSU to coordinate their support and involvement in Residences Disciplinary.

  • Submit reports to Student Conduct and Appeals for more complex and/or serious cases of misconduct.



Awareness and Support




  • Annually update all site teams on changes made to the Disciplinary process.

  • Provide advice and guidance to sites with all incidents of misconduct.

  • Participate in the annual training of the Residence Welfare Lead team in areas of student behaviour and conduct.

  • Collaborate with the Resilife team to run proactive events to support community development and respect, with a particular focus on key topics such as online safety awareness, sexual consent and bullying and harassment.





Other Duties




  • Remain up to date on services available for students in the local community and within the King’s community, nurturing contacts with these services and drawing upon them as appropriate.

  • Support a culture of integrity and professionalism.

  • Attend regular training and/or self-development to ensure best practice is applied to the function.

  • Identify issues that may hinder completion of tasks and find appropriate solutions.

  • Be willing to seek out input from others and share own ideas to achieve best outcomes.

  • Manage the ResiConduct inbox and respond to queries in timely manner.

  • Seek feedback from colleagues and stakeholders on the overall management of conduct within King’s Residences.

  • Work as a supportive and co-operative team member, share information and acknowledge others’ efforts.

  • Identify and assess options to address student problems and suggest means to improve procedures and processes.

  • Support with safeguarding duties such as the monitoring of under18s in residence or supporting vulnerable groups.

  • To carry out such other duties as agreed with the organisation and line management.



 



NB: Overtime may be necessary and expected where there may be a requirement of traveling to training courses, team meetings and trainings, covering holidays and sickness to ensure continuity of service to the Residence.



 



Qualifications

  • Relevant work experience and/or education: We think a wide range of different work and educational experiences could support you to be successful in this role. Relevant work experience might include work in support and case management, dispute resolution or student services. Relevant educational experiences might include higher education in a related discipline, professional qualifications or other training .

  • Educated to A level or above. 

  • Training or experience in any of the following areas may be beneficial: mediation and dispute resolution; welfare or mental health; diversity and inclusion and; legal or quasi-legal matters. 



Skills


  • A need to interpret rules, procedures and regulations and provide advice to others on how they should be applied.



  • Sound knowledge of the sensitive nature of personal data, and the importance of compliance with Data Protection Legislation (by both yourself and your team) 

  • Sound knowledge of safeguarding, assessing risk and duty of care. An understanding of when to escalate cases, and respond with diplomacy and sensitivity. 


  • Working with vulnerable young adults/University students or those with behavioural issues




  • Knowledge of current issues students face in the HEI landscape




  • Conflict management and resolution skills such as mediation




  • Public speaking skills – confident in presenting and facilitating training sessions




  • Excellent command of the English language




  • Excellent written and oral communication skills




  • Strong IT skills with working experience of Outlook, Word and Excel



  • Be able to work autonomously and without supervision

  • Resilience when dealing with conflict scenarios or upsetting incidents

  • A strong sense of self-awareness and ability to regulate own wellbeing

  • Be trustworthy, transparent and respectful

  • Maintain excellent time-keeping and attendance

We are looking to employ a Research Associate / Research Assistant to lead on a Patient and Public Involvement (PPI) project with bariatric surgery patients and to support the launch of a psychology research database. This will be on a fixed-term basis until 31st July (21 hours per week) and pay is equivalent to a Research Associate (G6, spine 31) at £23.67 per hour, or Research Assistant (G5, spine 25) at £20.46.



The PPI element of this role will involve recruiting a diverse group of patient representatives from different backgrounds (identified by NHS staff) and exploring their views and feedback on research topics, their experience of the bariatric surgery, gaps in care, and recommendations. The researcher will conduct interviews and engage with PPI representatives to review and iterate documents where needed. The goal is to also set up a PPI panel for ongoing input where needed, and the researcher will produce a brief report.



The other component of this role may involve liaising with NHS collaborators and providing research set-up support linked to implementation of the research database. The researcher may be required to host a stakeholder meeting and will assist with ongoing needs of the project, where relevant. Other tasks may arise for the researcher to feed into on different projects.



 



 



Qualifications

  • A PhD or Doctorate (or equivalent) in a related subject area (e.g. psychology, medicine, health) is required for appointment at Research Associate level.

  • Students completing a PhD or Doctorate (or equivalent) who wish to dovetail this work will be considered for appointment at Research Assistant level. 



 



Skills

  • Experience of conducting participant interviews and/or carrying out PPI work.

  • Experience of working with health populations, clinical research, and/or in psychology is desirable.

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