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Services Manager - Client Liason - Residences
Job Description
Role Purpose
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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.
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Work as an effective member within the residence’s management team supporting where needed
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Work closely with all residential functions to manage across site projects and best practice.
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Ensure that the standards and quality of the service provided to our students is of the highest level
Key objectives:
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Oversee and be accountable for the operation and the efficiency of the King’s Nominated Residences properties
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To liaise and consult with all 3rd Party Managers and teams, and represent those residences and their contracted partners
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Monitor contractors service delivery and address underperformance in liaison with the Head of Resident Experience & Operations
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Ensure these properties are safe secure, well maintained and clean
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Ensure the service provided is in line with the King’s vision
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Ensure visibility of, and the continuous improvement of all Health & Safety compliance across the partner portfolio in all areas
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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
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To ensure the complaints and good will gesture framework is consulted and follow up action is fair, consistent and robust
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To create innovations & strategies to stream line and improve the service delivery
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Deliver departmental strategies and implement them as best practice across sites
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To review 3rd party contracts, policy and procedures
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Support the resident life and welfare departments by providing support and guidance to residents including involvement with investigations and disciplinary proceedings where necessary
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Form part of the residences disciplinary board
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Collaborate and manage on projects
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Report on 3rd party services and function streams
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Build and maintain all departmental stakeholder relationships ensuring Residences is represented in a positive way
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Review property checks, completion and address any unexpected variances, on building maintenance, students experience and staff performance
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Support the Student Conducts & Appeals process and Credit control in disputes and claims
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Support the operation of Summer business across all sites and preparation between occupancies
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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
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Regular visits to partner sites to monitor consistency of service delivery and property and safety standards
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Support local teams to address complaints promptly and efficiently;
Project/Compliance Management
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Ensure all sites utilise systems and processes to record, report and learn from incidents
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Monitor the adherence to all Health and Safety procedures, ensuring they are implemented according to the College standards, and local legislation.
Management Support & Training
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Review services offered & obtain feedback from internal & external customers and contribute ideas for continued development
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Be known and visible in the residences as a reputable face of the College
Contractor Relations
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Be familiar with all relevant contractors, following the College’s procurement policy is strictly adhered to and addressing any nonconformities promptly.
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Ensure contractors have a full understanding of all product and service specifications in order to ensure effective delivery.
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Assist the Residence Managers and the Head of Resident Experience & Operations with any contractor related issues.
Incident Management
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Manage all incidents in line with the College’s procedures and Business Continuity Plan.
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Anticipate potential problems/situations and act accordingly to create solutions.
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Trouble-shooting any problems or issues within the residences as they arise, requesting the adequate support with the required urgency and seniority.
Communication
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Keep the Head of Resident Experience & Operations informed of all relevant business issues & updates across the partners sites and connected contractors
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Work closely with management of all other departments to ensure complete synergy along the Residents journey
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Attend management meetings to ensure good communications between residential areas, always being prepared to report on operations in your area.
Environment
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Support and assist with the roll-out of King’s sustainable initiatives across partner sites
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Promote best practice across the residence for waste and energy management
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Support the College’s environmental policy to improve overall performance and help it achieve its stated environmental objectives and targets
Service Delivery:
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A strong focus and commitment to providing excellent services to our residents.
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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.
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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
MORE JOBS LIKE THIS
Invigilator role for UG exams
Shift: 08:30 - 13:00 (4.5 hours, 15 minute paid break)
Location: Guy's Campus, New Hunts House G10
Qualifications
Current UG students should not apply
Skills
Invigilation experience
This is an opportunity to join a small and dynamic team within the Brand & Marketing Department, known as MOST (Marketing Operations Support Team). We are a lean group formed to undertake tasks that, whilst critical to the work of the Marketing Campaigns team, do not require marketing expertise and experience.
The Marketing Assistant will support the Faculty-based Marketing team in achieving their objectives to increase the volume of applications from high achieving students across King’s portfolio of courses, and convince offer holders to accept their offer and enrol. For this role, this is achieved through administering marketing activities to help achieve outcomes that advance the university's student recruitment and brand strategy.
This includes video editing and captions, events set up and administration (required to run online events, invite prospective students and log their attendance etc), web page updates to ensure consistency and a variety of other tasks.
Brand & Marketing is a large vibrant department. If you enjoy variety and working in a fast-paced environment then this could be the role for you.
- Under the supervision of the relevant Marketing lead, provide assistance with marketing activities and projects, helping to ensure that they are delivered to a high standard, on time and within budget.
- Where relevant, assist with the curation of content for on and off-line marketing assets to support King’s student recruitment activities.
- Work flexibly with the line manager to prioritise requests for support from the faculty-based Marketing team.
- In conjunction with the line manager, build relationships with internal and external stakeholders to assist with the delivery of marketing activities and initiatives.
- Monitor relevant inboxes and enquiries as may be required, responding to queries and escalating complex enquiries to the relevant member of staff;
- Receive guidance and support from line management in order to carry out duties effectively, including where appropriate a range of internal and external training opportunities.
- Work effectively as part of a dynamic team.
- Work within the department on a range of team building and learning exercises, general university marketing activities and team meetings.
- Support the department on additional key activities as required, such as open days, UCAS fairs, open evenings, taster days and other ad-hoc recruitment events.
- Develop an awareness of data protection/confidentiality and an understanding of the importance of handling certain information with discretion and care.
- General administrative duties such as the organisation of Marketing team meetings and away days, meeting and greeting visitors and preparing rooms for meetings, workshops and interviews.
- Other duties as specified by the Director or Deputy Directors of Brand & Marketing.
- Daily responsibilities may include:
- Assisting with the planning and delivery of online and on-campus events for the Marketing team.
- Responding to enquiries via the contact centre, email or social media platforms as required.
- Supporting the recruitment, organisation and administration of student ambassadors for the Marketing team.
- Contributing to content production for the Marketing team.
- Updating web pages with copy and content as required.
The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post
Qualifications
There are no qualification required. Good attention to detail is necessary.
Skills
Essential criteria
- Prioritising and Organising: the ability to co-ordinate resources and activities appropriately, taking into account competing demands across multiple projects; this includes personal time management and the management of stakeholder expectations
- Proven ability to communicate clearly and effectively orally, by e-mail and in writing with colleagues, external enquirers and institutions in a manner sensitive to diverse backgrounds
- Strong IT and general office administrative skills
- Strong proofreading skills with excellent grammar and spelling
- Drive for Excellence: Works to a high personal standard to achieve both their own and team objectives; will look for solutions when things are not running smoothly and knows when to seek support or ‘delegate upwards’
- Resilience and Adaptability: Manages on-going pressure over time, responding flexibly to change or conflicting priorities; maintains a professional approach and stays focused on solutions when faced with work challenges or tight deadlines
- Breaking down Boundaries: Cooperates with others within the team, the department and the faculty; does their share of the work and helps out others when requested; proactively seeks to learn from others and willingly shares information
- Influence and Relationship Building: Seeks to influence by tailoring the message and approach to address the concerns of the other party; recognises the importance of considering other perspectives and listens to others attentively
- Interest in, and enthusiasm for, brand and marketing
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.
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