Head of Operations South | Collegiate AC
+44 (0) 1235 833 642

Head of Operations South

Head of Operations South

Responsibilities

Key Responsibilities

The key duties for the role are:

Specialist:

· Ensuring delivery of sales best practice within the Region

· Developing and maintaining a good understanding of the maintenance disciplines/activities and applying standards and expertise at all times

· Fostering effective working relationships with key University stakeholders and local authorities

· Managing and delivering the provision of key support in emergencies, following up and dealing with serious emergency response issues

Customer Focus:

· Delivering all planned, reactive and cyclical activity with the customer placed first; deliver against the customer satisfaction drivers of speed of response, speed of resolution, quality of workmanship, quality of communication and courteousness/behaviour

· Taking overall accountability for any customer and property/facilities related issues requiring action in a timely and cost effective manner, engaging with other colleagues when necessary

· Taking accountability for the overall presentation of properties

· Assisting customers in a professional and courteous manner, communicating effectively, showing empathy and responding with urgency to requests

· Taking overall accountability for customer service, complaint handling (including escalated noise complaints and flat disputes) and incident response (power and water outages, fire alarm evacuations) across the region Managerial and Supervisory

· Overseeing and co-ordinating the performance of the Accommodation Teams

· Managing and delivering sales across the region, to the required standards and in accordance with the Collegiate sales process including summer sales lead generation, merchandising, marketing, relationships with Universities and other third parties

· Implementing and managing performance improvements and customer satisfaction action plans

· Managing and developing members of the team, including:

· Monitoring work quality and productivity

· Conducting 1 to 1 meetings

· Identifying and managing personal development needs

· Managing performance effectively, identifying issues and ensuring management processes are executed appropriately to achieve resolution

· Coaching and mentoring team members and supporting the creation of a coaching culture within the region

· Planning and managing the region’s facilities activity to the agreed time, quality and budget parameters

· Taking full ownership of community relationships e.g. neighbours, local communities, police community officers, Fire Service and local authorities

· Ensuring the team work collaboratively to help support the overall operational team to deliver its broader objectives

· Managing and planning resource levels, including rota management, recruitment and holidays, to ensure appropriate staff are available to meet demands at all times

· Ensuring that any escalated issues requiring action are followed up in a timely manner

· Fostering a collegiate team environment, providing support to colleagues, core support functions and other teams or cities

· Working effectively with core support 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

· Customer Experience functions (sales, marketing and operations) in order to deliver an outstanding customer experience within the region

· Finance in order to deliver client satisfaction and protect the long term value of the assets

· IT services to feedback on the performance and delivery of customer internet offering and company-wide systems

· Health & Safety to work with our stakeholder groups 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

· Hold regular meetings with Accommodation Managers to provide updates and recommendations for best practice

· Being a positive agent for change, leading the team by example and inspiring trust and commitment through periods of transformation

· Developing and executing business improvement initiatives

· Making regular visits to all properties within the region, ensuring both building and staff remain safe, reviewing hazards and risks, and ensuring safe working practices are in place

· Forming part of the wider management team contributing to the development of a high performing and positive team

· Proactively building a positive and high performing customer service ethos

· Driving through approaches and initiatives to enhance sales opportunities and performance within the city

· Taking overall responsibility for the running of the summer turnaround and other cyclical/ad hoc projects

· Taking ownership of resolving any incidents that occur and offering flexibility in working hours as required Compliance

· Constantly and consistently reviewing hazards and risks for safe working practices

· Taking accountability for ensuring that Health and Safety legislation is adhered to at all times

· Take accountability for ensuring that the Contractors policy is being adhered to within the Region

· Maintaining an awareness of current legislation concerning Health and Safety, Data Protection and compliance

· Delivering central processes and conducting all duties in line with Collegiate’s policies and procedures

· Ensuring a safe and secure environment at all times

· Taking accountability for the regional teams fulfilling the varied administration and auditing requirements, including: file audits, health and safety audits, identifying and managing fire safety issues and property inspections and reporting/handling of any maintenance faults in an appropriate and timely fashion

· Ensure compliance of all Planned Preventative works and relevant certificates and remedial works are in place and completed

· Ad hoc tasks

Key Performance Indicators (KPI’s):

· Taking accountability for ensuring all work is completed within the required standards and KPI targets set by the business

· Ensuring the team maintain the highest level of productivity at all times

Taking overall ownership for regional team performance against KPIs, including setting strategies and initiatives to ensure the KPIs are met for:

· Sales

· Arrears

· Customer Service

· Safety

· Audits

· Finance (Net Operating Income and Cost per Bed)

· Contributing and escalating suggestions for areas of improvement to benefit the business

· Reflecting Collegiate’s mission in all activities (Student Living. Just Better.)

Please note that due to the nature of the business and this specific role there are a large number of ad-hoc tasks which occur throughout the year – the JD is not exhaustive. The nature of the role means that you may be required to work outside of your hours (move in weekends, summer etc). Travel may be required.

Requirements

Person Profile:

Experience:

· Previous experience of working within the higher education sector, accommodation or a customer service company in a similar role

· Previous management experience of reactive and planned maintenance services

· Team management experience within a customer facing environment, including performance management, people development, coaching or mentoring experience

· Previous success in developing and managing high performing teams

Skills/Ability/Knowledge:

· Track record of leading multi-functional, multi-site teams in the delivery of excellent customer service

· Demonstrable success in building an effective Health & Safety culture in line with legislation

· Demonstrable success in developing and managing relationships with support functions, stakeholders and third party suppliers

· Previous experience within a sales environment

· Demonstrable financial and commercial awareness, including strong experience of effectively managing costs and budgets

· Strong leadership skills and excellent oral and written communication skills including the proven ability to engage with customers and colleagues alike

· Evident capacity to acquire and apply new skills and learning

· Ability to demonstrate an objective, professional and calm approach when handling difficult situations

· Highly skilled in understanding, empathising and delivering against customer needs

· Excellent computer literacy, and the ability to use Microsoft Office

· Possesses and promotes a positive and collegiate attitude, with the ability to adapt swiftly and a willingness to undertake challenging tasks to ensure customer satisfaction

· Ability to work at pace whilst maintaining a high level of accuracy and attention to detail

· Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines

· Ability to offer flexibility in working hours including provision of out of hours support in an emergency if required

· Self-motivated and possessing the ability to work on own initiative as well as within a team

· Living within reasonable travelling distance of properties

· Possesses full UK driving licence