Faculty/Administrative/Service Department: / Estates and Facilities Management (E&FM) - Central and Residential Services (C&RS)
Job Title: / C&RS Facilities Manager (Soft Services)
Job Family & Job Level / Operational Services / Level
Responsible to: / Central and Residential Services Manager
Responsible for: / Team Leaders
Job Purpose Statement
To lead a team of Facilities Staff, responsible for the cleaning, portering, reception and waste services of a designated area, ensuring that the team provides a high quality, cost effective service to the University.
The team plays an important role in contributing towards a positive student and staff experience, through providing well maintained buildings, client orientated services and a pleasant and welcoming University in which to work, study and live.
Problem Solving, Accountability and Dimensions of the role
The post holder is not closely supervised however; they are expected to report to the C&RS Manager at regular intervals to provide feedback on their progress against objectives. The post holder has responsibility for the operational management of a section of C&RS and will therefore be required to have a good working knowledge of how the service should operate in order to meet customer requirements, whilst maintaining optimum efficiency. The post holder will operate in a proactive and independent manner to organise and prioritise their own work and that of their team to successfully meet objectives and to support the development of the department.
The post holder is expected to provide advice and solutions to a wide range of practical problems with people, service performance and development, as well as daily facility based enquiries and issues. The post holder will act as an escalation point for their direct reports in cases where questions or issues arise, which fall outside of the remit of their role. Resolution for these issues will usually be found through referring to their previous experience of similar problems or through making reference to departmental policies and procedures. When faced with more complex issues, the post holder is required to identify the nature of the problem or issue through analysis and to apply their judgement and initiative in order to find an appropriate resolution. The post holder will face problems whereby they will be required to influence and persuade staff for example on the need for a certain approach to their duties. They are expected to use initiative and judgement to address and resolve more complicated problems and issues, referring only the most complex or those issues outside of the remit of their role to the C&RS Manager. The post holder is however, expected to have a degree of involvement in finding and implementing resolutions in this case.
The post holder has responsibility to the C&RS Manager to continually develop and review service levels to ensure value for money (VFM). Particular responsibility will be to ensure procurement of any service is arranged so that the service provision is within University procurement guidelines and meets all VFM initiatives. The post holder is responsible for ensuring that all staff comply with clear and established procedures and health and safety regulations and that all necessary records are maintained. This includes the updating and creation of Risk Assessments, Method Statements and COSHH Assessments, as well as notification of non-compliance of H&S legislation at all levels. The post holder is expected to carry out all work activity in strict compliance with the Health and Safety at Work Act, COSHH and any other relevant health and safety legislation and policies. Errors in judgement or failure to follow procedure could in extreme cases result in the personal safety of the post holder or staff/visitors/students being placed at risk. The department impacts on all areas of the University and plays an important role in creating a positive student/staff/visitor experience. Errors in judgement regarding any action taken may negatively impact upon their ‘experience’ and could therefore, damage the reputation of the University.
This post impacts across the whole of the University in terms of its provision of service and the staff it employs. The post holder is responsible for the day-to-day management and development of a team of approximately 6 Team Leaders who have devolved responsibility for over 90 Cleaning/Portering staff covering services in Cleaning, portering services, Waste Management, recycling and Residences Reception Services. The post holder is responsible for all aspects for staff management, including recruitment, training and performance management.
The post holder has financial budgetary responsibility up to £1.6 million operational budget. They are responsible for managing, monitoring and advising the C&RS Manager of costs and expenditure within their own area on a regular monthly basis, contributing towards and remaining within set budgets, by monitoring expenditure and keeping accurate records of expenditure and income. They will ensure that all transactions are made in compliance with the Universities financial procedures and regulations.
The post holder is expected to deputise for the C&RS Manager as and when required.
Background Information/Relationships
E&FM are responsible for the planning, development and maintenance of the University Estate and provide support services to all faculties and departments in the University. The Estate is a key element for the marketability of the University. E&FM are responsible for the first impression of the organisation and managing the internal environment to ensure that staff, students and visitors have a positive experience.
E&FM has seven main sections:
· Administration & EFM Help Desk
· Facilities Management, including Operations and Central and Residential Services (C&RS)
· Projects
· Landscape Design & Maintenance
· Sustainability & Environment Management
· Security
· Distribution
C&RS provide soft facility services to the entire University (cleaning, waste services, recycling, Court/Residences Reception). The post holder will be part of a small management team which has responsibility for up to 170 full and part time staff, carrying out soft facility services across the whole University 365 days per year. With circa 5000 bedrooms for students and visitors across three campuses, circa 50 academic buildings, as well as a number of buildings in planning the challenge is considerable.
The post holder is expected to work closely with other groups within the E&FM, but also maintain and work closely with colleagues from The Faculties and University Departments to create and enhance the service delivery.
The Post holder will regularly work in conjunction with and directly to, a wide range of people, including members of the public, students and staff and will be expected to be helpful and courteous and promote the positive image of the department. Creating excellent working relationships are essential to this role. The role will also depend on excellent working relationships with internal E&FM teams (engineering, distribution, vehicle maintenance, Administration and IT)
The post holder will act as a departmental representative, attend meetings and prepare reports as required.
The post holder will act as the Out of Hours contact for the Department, to co-ordinate support in cases of emergency with Security and the Operations department.
Although the post holder will have responsibility for a section of Central and Residential Services they will operate across C&RS as required.
This job purpose reflects the core activities of the post. As the Department/Faculty and the post-holder develop, there will inevitably be some changes to the duties for which the post is responsible, and possibly to the emphasis of the post itself. The University expects that the post-holder will recognise this and will adopt a flexible approach to work. This could include undertaking relevant training where necessary.
Should significant changes to the job purpose become necessary, the post-holder will be consulted and the changes reflected in a revised job purpose.
Person Specification This section describes the sum total of knowledge, experience & competence required by the post holder that is necessary for standard acceptable performance in carrying out this role.
Qualifications and Professional Memberships / Essential/
Desirable
Degree, HND, NVQ 4 qualified or equivalent in relevant subject (E.g. Facilities Management), plus several years’ experience in similar or related roles.
OR
Significant vocational experience, demonstrating development through involvement in a series of progressively more demanding work/roles, and the acquisition of appropriate professional or specialist knowledge within the service industry. / E
IOSH Qualification / E
Member of BIFM / E
Technical Competencies (Experience and Knowledge) This section contains the level of competency required to carry out the role (please refer to the competency framework for clarification where needed and the Job Families Booklet). / Essential/
Desirable / Level
1-3
Significant experience in managing a large staff group / E / 3
Well-developed understanding of relevant Health and Safety legislation and procedures and the implications of non-compliance. / E / 3
Excellent IT Skills (Word, Windows 7, Excel, Microsoft Outlook) / E / 3
Thorough understanding of managing operational budgets / E / 2
Previous experience of reviewing data to create solutions / E / 2
Experience of project management / E / 1
Ability to review services and identify strategic plans / D / n/a
Special Requirements: / Essential/
Desirable / Level
1-3
Flexible approach to working hours, with occasional requirements to attend out of hours. / E / n/a
Required to provide Level 2 Support to On-Call staff / E / n/a
Full clean UK driving Licence / E / n/a
Core Competencies This section contains the level of competency required to carry out this role. (Please refer to the competency framework for clarification where needed). N/A (not applicable) should be placed, where the competency is not a requirement of the grade. / Level
1-3
Communication
Adaptability / Flexibility
Customer/Client service and support
Planning and Organising
Teamwork
Continuous Improvement
Problem Solving and Decision Making Skills
Leadership / Management
Creative and Analytical Thinking
Influencing, Persuasion and Negotiation Skills
Strategic Thinking / 2
3
3
2
3
2
3
2
2
2
2
Organisational Information
All staff are expected to:
Positively support equality of opportunity and equity of treatment to colleagues and students in accordance with the University of Surrey Equal Opportunities Policy.Help maintain a safe working environment by:
· Attending training in Health and Safety requirements as necessary, both on appointment and as changes in duties and techniques demand.
· Following local codes of safe working practices and the University of Surrey Health and Safety Policy.
· Excellent environmental performance is a strategic objective for the University of Surrey. All staff are encouraged to work to achieve the aims of our Environmental Policy and promote awareness to colleagues and students.
· Undertake such other duties within the scope of the post as may be requested by your Manager.
Key Responsibilities
This document is not designed to be a list of all tasks undertaken but an outline record of the main responsibilities (5 to 8 maximum) and should be read in conjunction with the accompanying Job Purpose.
1. Manage the delivery of Central and Residential Services teams (cleaning, portering, waste collection and reception services) to the highest standards through a motivated and well trained team, with continuous Quality Assurance monitoring.
2. Manage the operational budgets for a designated area within the Universities Financial policy and regulations.
3. Deliver the service within the Universities Policies and procedures, including compliance with Health and Safety legislation at all times.
4. Review existing services and practices and develop strategic plans to maximise efficiency and value for money.
5. Create SMART objectives for team and review regularly
6. Maintain and monitor all Annual leave, sickness, vacancy rates.
N.B. The above list is not exhaustive.