Manager On Duty (Internal)

Job id: 077550. Salary: £36,386 per annum, including London Weighting Allowance.

Posted: 31 January 2024. Closing date: 11 February 2024.

Business unit: Estates & Facilities. Department: Operations – Guy’s.

Contact details:Sarah Webster. [email protected]

Location: Guy’s and St Thomas (Multi Campus). Category: Professional & Support Services.

Job Description
THIS VACANCY IS OPEN TO INTERNAL APPLICANTS ONLY

We are looking for a Manager on Duty to join our operational team to act as custodian of the College estate and its facilities, where you will exercise the highest degree of care for directorate’s partners to ensure they are in prime condition throughout the College’s operational hours. In this way, ensuring the estate and the facilities are utilised to their maximum potential by the College community.

As manager you will act as the Directorate’s eyes and ears, completing a programme of rigorous quality assurance audits of College space, ensuring the estate meets the high standards and quality expected of an exceptional institution.

Utilising your communication skills you will raise the profile of the Campus Operations Team amongst the College community by developing excellent relationships with staff and students, and a reputation as someone who proactively supports the learning and student experience. To provide a world class university service.

If issues arise, you will support students, staff, and visitors that may need immediate assistance during major or minor incidents that interrupt teaching and research, College business and commercial events. T

You will work in collaboration with the wider directorate including King’s Venues where you will support with the delivery of commercial and College events, providing a world class level of customer care throughout the customer journey.

Finally you will act as a role model for team members, exhibiting due professional care for the estate and its facilities and the highest standards of customer service to staff, students and visitors to the College, including conference attendees and summer school participants.

This is a full-time and permanent post. 

Additional Role Details 

You will be required to work irregular hours in accordance with the needs of the role, and whilst on duty you may need to wear the uniform provided in accordance to our uniform standards.

Key responsibilities

**Service Delivery: **

• Support and address any changes or challenges required to meet the operations demands on services.
• Promote and champion the highest standards of customer care through the Fit for King’s programme and monitor, where required, the quality of all services provided to customers
• Carry out daily floor walk programme for all campus buildings, managing issues raised through to completion.
• During audits, ensure all of the college’s service partner’s complete work to their service level agreements. All issues to be communicated to Campus Operations Manager.

Team Support and Management:

• Manage out-of-hours response processes, ensuring the successful delivery of all services within the full operational coverage (i.e. 7 days a week, excluding College closure dates.)
• To support and guide the operational team while on shift.
• Deliver customer service training with the Fit for King’s programme
• Ensure all staff comply with the College’s Policies, Plans and Procedures

Health and Safety

• Day to Day operational responsibility for auditing, monitoring, reporting and following up on the College’s Health & Safety and associated policies.
• Engage in a key role in the Colleges Emergency Response for any events such as Fire.
• Assist in an initial response to any situations that place any College building at risk.

Communication & Networking:

• Develop and maintain good communication & relationships with stakeholders across the college.
• Develop and maintain excellent relationships with all members of the Campus operations team and work with the team to ensure a world class facilities management service is provided to all end users
• Work closely with the other Managers on Duty to achieve common standards of management, technology and Fit for King’s customer service standards across all sites.
• Appropriately represent the College Management team.

Decision Making, Planning and Problem Solving:

• Operational support with the planning, coordination and delivery of customer services to meet the requirements of all stakeholders and end users.
• Identify innovations through the undertaking of audits to identify areas for continuous improvement.
• Carry out audits to ensure the high standard of appearance for the areas of responsibility and a renewed customer centric focus.
• Support the Campus Operations Manager in the provision of information to develop and deliver suitable strategies to meet the demands of service provision, ongoing improvements and adaptation to changing processes
• Through audit process in all areas, identify and recommend to the Campus Operations Manager ideas to reduce costs, increase effectiveness and efficiency.
• To support the Campus Operations Manager and Team Leaders with the management of the Facilities assistant team.

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.

Skills, knowledge, and experience

Essential criteria

Demonstrable ability to deliver a high level of customer satisfaction.

Computer literate, with knowledge of all Microsoft operating systems, Word, Excel etc.

Excellent oral & written communication skills

Numerate and with an understanding of budgets

Staff management experience

Self-starter and able to work effectively with minimal management.

Calm demeanor, un-flustered and maintain a cool head in high stress/pressure situations.

Self-motivated and good organiser, with a meticulous eye for detail.

Inspires confidence and acts as a team player when managing various disciplines and skills.

Professional and positive approach to work.

Skilled at complaint handling & service recovery.

Desirable criteria

Significant Facilities Management experience

Experience from a hospitality/hotel/corporate background

Experience of delivering to SLAs and KPIs

Demonstrable H&S experience and knowledge (preferably with IOSH/NEBOSH qualification)

Experience of event management

Familiarity with working in the Higher Education Sector

Further Information

We ask all candidates to submit a copy of their CV, and a supporting statement, detailing how they meet the essential criteria listed in the advert. If we receive a strong field of candidates, we may use the desirable criteria to choose our final shortlist, so please include your evidence against these where possible.

To find out how our managers review your application, please take a look at our How we Recruit  pages.

This role does not meet the requirements of the Home Office and therefore we are not able to offer sponsorship for candidates who require the right to work in the UK.