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Services Manager - Client Liason - Residences

£42,900 - £42,900
London - South East
Temporary / Interim
 

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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Job Description

 

The Drug Control Centre is seeking an enthusiastic, committed individual to work within an accredited laboratory environment carrying out sports testing.  The role is dynamic and involves supporting the senior IT officer to ensure that the Laboratory Information Management System (LIMS) for the Drug Control Centre is fit-for-purpose and running smoothly in order to maintain accreditation to ISO 17025 and World Anti-Doping Agency (WADA) International Standard for Laboratories.  This will require the post holder to be knowledgeable and competent in the use of standard software packages such as Excel, Access and ideally Power-BI.  An understanding of data management and processing is needed since the postholder will be required to produce standard information about sample throughput and validate spreadsheets for laboratory analysts.. 

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The post holder will: 

  • Contribute to the delivery of a bespoke IT service across the Drug Control Centre 
  • Support the Senior IT Officer to ensure the efficient functioning of the test result and other analytical data created through the analysis of biological samples in accordance with the World Anti-Doping Agency (WADA) Code?s International Standard for Laboratories and World Anti-Doping Agency and ISO 17025 accreditations 
  • Support the smooth running of the LIMS from booking in samples, communicating data to analytical instruments, analysing samples, processing and archiving analytical data, to reporting the samples to the correct authorities (such as UK Anti-Doping and professional sports bodies). 
  • Under the direction of the Senior IT Officer develop knowledge and understanding of the use of Power-BI for the dissemination of management information and to provide Key Performance Indicator reports as required by the Laboratory Operations Manager or other members of the senior team
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  • Assist the Senior IT Officer with producing Invoices and management reports
  • Assist the Senior Quality Manager to implement, review and validate DCC spreadsheets and maintain electronic records of all DCC spreadsheet (both controlled and non-controlled). 
  • Take responsibility for the IT software and hardware Inventory and maintain up-to-date electronic records 


Qualifications

n/a



Skills

IT 

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Duties:
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Qualifications

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Skills

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