A successful university campus is about so much more than buildings. It’s about the environment, the atmosphere, the people – creating that sense of home that will help students feel safe, secure, and help them thrive.
UPP Manage, a range of accommodation on behalf of Imperial College, operates two student accommodation sites under the Gradpad brand and Eighty-Eight Wood Lane, a privately let residential tower to the open market (not student accommodation). We deliver a 24/7/365 service which includes Front of house, Hard and Soft Maintenance, Cleaning, Pest Control, Post Parcel Management, and Student Experience.
Griffon Studios has 566 Studio Apartments based in Clapham Junction, Wood Lane Studios has 606 studio apartments in White City Campus, and Eighty Eight Wood Lane is the flagship site of the White City Campus with 192 Apartments over 34 floors, made up of 2 Penthouses, and a range of 1, 2, 3 Beds Flats and Studios.
We have an opportunity for a Residences Director to manage our FM contract with Imperial College London on a 9-10 month Fixed Term Contract to start asap.
You will be responsible for the coordination, delivery, fulfilment, and continuous improvement of all contracted hard and soft FM services within the agreed Service Level Agreements (SLAs) and associated operational budgets; ensuring that the overall delivery meets the satisfaction of our university partner and our students across the portfolio.
Reporting to the London Operations Director and working with support from the site management team, you will monitor and appraise service delivery to ensure continuous improvement, identify new revenue-generating opportunities which will enhance the customer experience, and ultimately ensure the smooth day-to-day delivery across the portfolio.
You will act as the day-to-day contact for the University and Contractor Representatives in respect of all operational matters on site. Building and sustaining a strong and effective relationship with our university partner is an essential element of the role, ensuring that we are delivering extensive contractual obligations in a timely, cost-effective, and efficient manner which complements University delivered services. The overarching objective is the delivery of a seamless service to student residents and summer vacation business delegates is of a consistently high standard.
You will also oversee various directly employed teams and sub-contracted staff responsible for delivering first-class services for our partner, which include reception and customer services, maintenance, cleaning, vacation services, and general facilities management. Ensuring that we are operating within the agreed SLAs, that we are meeting any compliance, statutory and/or Health, Safety and Environmental obligations, and that our teams are well equipped and supported through effective training and development. To do this successfully, you will need to ensure that the right systems, processes, and policies are in place and continuously monitored and reported against.
Role responsibilities will also include:
With the Partnerships Director, review customer feedback and formulate and deliver action plans to provide continuous improvement in the standard of customer service and engagement.
Ensure complaints are fully investigated and resolved in line with UPP policy, liaising with the university client, student bodies (e.g., student union), reviewing and adjusting processes and procedures as necessary.
Ensure communication with students is of a consistently high quality, is consistent across operational teams, and is in line with the SLA and as agreed by the University client.
Work closely with the Commercial Manager in relation to university liaison, audits, and any projects or business standards requirements/improvements.
Responsible for the full employee lifecycle including recruitment, induction, training, development, and performance.
Undertake projects as identified, this will include mobilization of any new halls of residence.
Deliver against revenue targets (3rd party income, summer vacation income, etc.).
Manage operational and lifecycle budgets including staff and operational costs.
Identify other appropriate revenue-generating opportunities to enhance the service.
We are looking for you
to be a senior leader within Facilities Management or a similar environment with experience of operational delivery in a commercial/contractual environment, working within defined SLAs and with KPIs. This is a varied and challenging role which requires excellent communication and organizational skills with good decision-making, flexibility, attention to detail, and the ability to prioritize workloads and resources. You will be used to working collaboratively with senior stakeholders and partners with significant experience of managing high-performing teams of operational and managerial staff who provide 24/7 cover. You will also be commercially driven with an ability to promote a partnering culture with university staff and all key stakeholders, with the quality of leadership and the personal skills to develop and lead an effective and well-motivated, multi-disciplinary, and site team. Overall, we are looking for you to drive continuous improvement within a fast-paced environment whilst having the passion to deliver to a high standard and lead by example. In return, we are offering
a competitive salary with a great benefits package which includes 29 days holiday plus bank holidays, private healthcare, pension, enhanced family leave policy, life assurance, training, two paid volunteering or personal development days, and a cycle to work scheme. Check out our website for more information about UPP, our culture, and benefits. UPP welcomes all applications and recognizes the value of having a diverse and inclusive culture, which reflects the communities we work with and has a positive impact on our people, our student residents, and our university partners. We understand all disabilities, impairments, and conditions are unique, so please advise us of any adjustments to support you through our recruitment process and help you to thrive at work. Our core values of Innovation, Sustainability, Community, Partnership, and Respect are fundamental to our culture and summarize what is important to our business and our people. By joining UPP, you will become a part of our talented and dedicated team who work with energy, pace, and passion every day to deliver the very best customer-focused experience for our partners and student residents.
#J-18808-Ljbffr
to be a senior leader within Facilities Management or a similar environment with experience of operational delivery in a commercial/contractual environment, working within defined SLAs and with KPIs. This is a varied and challenging role which requires excellent communication and organizational skills with good decision-making, flexibility, attention to detail, and the ability to prioritize workloads and resources. You will be used to working collaboratively with senior stakeholders and partners with significant experience of managing high-performing teams of operational and managerial staff who provide 24/7 cover. You will also be commercially driven with an ability to promote a partnering culture with university staff and all key stakeholders, with the quality of leadership and the personal skills to develop and lead an effective and well-motivated, multi-disciplinary, and site team. Overall, we are looking for you to drive continuous improvement within a fast-paced environment whilst having the passion to deliver to a high standard and lead by example. In return, we are offering
a competitive salary with a great benefits package which includes 29 days holiday plus bank holidays, private healthcare, pension, enhanced family leave policy, life assurance, training, two paid volunteering or personal development days, and a cycle to work scheme. Check out our website for more information about UPP, our culture, and benefits. UPP welcomes all applications and recognizes the value of having a diverse and inclusive culture, which reflects the communities we work with and has a positive impact on our people, our student residents, and our university partners. We understand all disabilities, impairments, and conditions are unique, so please advise us of any adjustments to support you through our recruitment process and help you to thrive at work. Our core values of Innovation, Sustainability, Community, Partnership, and Respect are fundamental to our culture and summarize what is important to our business and our people. By joining UPP, you will become a part of our talented and dedicated team who work with energy, pace, and passion every day to deliver the very best customer-focused experience for our partners and student residents.
#J-18808-Ljbffr
