The role:
Service Delivery
- Deal with residents, delegates, contractors and visitors in an efficient and professional manner
- Promote a culture of customer service excellence within the team of direct reports. Communicate with residents in a customer friendly manner and ensure high levels of customer satisfaction are achieved
- Deal with enquiries and complaints effectively, escalating them as necessary, appropriately and promptly, to the relevant Manager
People Management
- Responsible for the supervision, recruitment, induction, training and appraisal of cleaning and Front of House staff and carry out the administration of recruitment procedures, as required
- Plan staff resources and monitor absence/timekeeping, timesheets and annual leave authorisation
- Monitor staff performance and manage issues as necessary
- Monitor the training records of the staff and liaise with the relevant Manager for any additional training needs
- Carry out team meetings and 1:1 meetings as required
Facilities Management
- Review and implementation of site procedures
- Manage the cleaning services and maintain relevant records
- Ensure service standards are achieved in line with company Standard Operating Procedures (SOP’s) and Service Level Agreements (SLAs)
- Liaising with the maintenance team to ensure appropriate works are undertaken in accordance with the SLA
- Facilitate approved access for maintenance contractors and visitors as required
- Plan and control resource and stock requirements as necessary
- Deal with student enquiries, as and when required
- Manage a programme of room checks, and ensure damages and additional costs are captured and charged accordingly
- Assist with the marketing and viewing of the accommodation to potential new residents
- Manage the planning of Summer Vacations lets, intake and departure schedules, and deep cleaning work schedules
- Monitor and control health, safety, security and maintenance standards of the residence and grounds, reporting issues as necessary
- Support the University’s pastoral team in the fulfilment of their duties
Health, Safety, Environment and Quality
- Carry out regular inspections of the accommodation as required, and record and report any maintenance defects and any fire equipment that appear to have been tampered with
- Report and investigate incidents and accidents should they occur
- Maintain and adhere to the Health and Safety at Work Act provisions in all duties undertaken, ensuring staff compliance with legislation including COSHH, Manual Handling, PPE, Electricity at Work Act and Fire Risk Assessments and Water Risk Assessment requirements
- Report any Health, Safety and Environment issues relating to the residence ensuring all information is passed to the appropriate persons
Report Writing
- Complete all necessary reports including incident, accident and other reports as required
General
- Provide cover for the Deputy General Managers as required
- Identify improvement opportunities for the site and work in line with the Company ISO 9001, ISO14001 and OHSAS18001 commitments ensuring compliance and service excellence is achieved
- Identify and undertake training as required
- Be responsible for signing out, securely maintaining and returning safely, items such as keys, swipe cards and door access equipment
- Work additional hours with reasonable notice as and when the need arises, especially during open days and the main student arrival and departure weekends
- Respond to callouts in an emergency situation out of normal working office hours
- Carry out any other duties commensurate with the position of Residence Manager
Contact with Others
- Daily contact with the residents, managers, team and other UPP team members
- Contact with sub-contractors, Wardens and university staff when required
Offers of employment are subject to satisfactory vetting, inclusive of employment referencing covering the past three years and you may be subject to additional vetting and barring checks to ensure your suitability for the role, which could include completing a basic DBS.
In return, we are offering a busy and interesting environment to work in with a competitive salary and a great benefits package which includes 25 days holiday plus bank holidays, pension, life assurance, enhanced family leave policy, training, two paid volunteering or personal development days and cycle to work scheme. Check out our website for more information about UPP, our culture and benefits.
UPP welcome all applications and recognise 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 which would support you through our recruitment process and also help you to thrive at work.
Our core values of Innovation, Sustainability, Community, Partnership and Respect, are fundamental to our culture and summarise what is important to our business and our people.
We truly care about the experience of our residents and invite you to join our friendly team and help make a positive difference to students living away from home in our accommodation.
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