Residences Director

The high quality of our people and our collective skills, expertise and experience define us.

UPP Residential Services primarily delivers a full range of Facilities Management (FM), and Asset Management services to the university sector. At each of the universities we partner with we supply a local team, which manages, and provides services for, the scheme to which they are assigned. The team provides the day–to–day face of the partnership, providing a high level of customer service and effective and efficient facilities management, ensuring every aspect is delivered to high standards and supporting the student experience.

We have a great opportunity for an FM Residences Director who will be responsible for the coordination, delivery, fulfilment and continuous improvement of all contracted hard and soft FM services within the agreed Service Level Agreements (SLAs) and associated operational budgets; ensuring that the overall delivery meets the satisfaction of our university partner and our students across a current portfolio of c.4400 rooms.

Reporting to the North & Central Operations Director and working with the support from the site management team, you will monitor and appraise service delivery to ensure continuous improvement, identify new revenue generating opportunities which will enhance the customer experience and ultimately ensure the smooth day–to–day delivery across the twelve residential halls on the City campus, Clifton campus and outlying halls within the Nottingham Trent University (NTU) portfolio.

Based on–site at NTU, you will act as the day–to–day contact for the University and Contractor Representatives in respect of all operational matters on site. Building and sustaining a strong and effective relationship with our university partner and representatives of the UPP Nottingham, UPP Byron and UPP Clifton SPV (Special Purpose Vehicle company) is an essential element of the role, ensuring that we are delivering extensive contractual obligations in a timely, cost effective and efficient manner which compliment University delivered services. The overarching objective is the delivery of a seamless service to student residents and summer vacation business delegates is of a consistently high standard.

You will also oversee various directly employed teams and sub–contracted staff responsible for delivering first class services for our partner which include reception and customer services, maintenance, cleaning, vacation services and general facilities management. They will ensure that we are operating within the agreed SLAs, that we are meeting any compliance, statutory and/or Health, Safety and Environmental obligations – and that our teams are well equipped and supported through effective training and development. To do this successfully, you will need to ensure that the right systems, processes and policies are in place and continuously monitored and reported against.

Role responsibilities will also include:

In conjunction with the Partnerships Director, review customer feedback and formulate and deliver action plans to provide continuous improvement in the standard of customer service and engagement
Ensure complaints are fully investigated and resolved in line with UPP policy, liaising with the university client, student bodies (e.g. student union), reviewing and adjusting processes and procedures as necessary
Ensure communication with students is of a consistently high quality, is consistent across operational teams and is in line with the SLA and as agreed by the University client
Undertake projects as identified, this will include mobilisation of any new halls of residence
Responsible for full employee lifecycle including recruitment, induction, training, development and performance appraisal
Deliver against revenue targets (3rd party income, summer vacation income etc.)
Manage operational and lifecycle budgets including staff and operational costs
Identify other appropriate revenue generating opportunities to enhance the service

Overall, we are looking for you to drive continuous improvement within a fast–paced environment whilst having the passion to deliver to a high standard and lead by example.

We are looking for you to be a senior leader within Facilities Management or similar environment with experience of operational delivery in a commercial / contractual environment, working within defined SLAs and with KPls.

This is a varied and challenging role which requires excellent communication and organisational skills with good decision making, flexibility, attention to detail and the ability to prioritise workloads and resources.

You will be used to working collaboratively with senior stakeholders with significant experience of managing high performing teams of operational and managerial staff who provide 24/7 cover.

You will also be commercially driven with an ability to promote a partnering culture with university staff and all key stakeholders, with the quality of leadership and the personal skills to develop and lead an effective and well motivated, multi–disciplinary and site team.

What we offer:

In return, we are offering a competitive salary along with a great benefits package which includes a performance bonus, private healthcare, pension, life assurance, cycle to work scheme and 29 days holiday plus bank holidays: as well as access to our UPP Rewards portal, offering discounts from a variety of retailers, restaurants gyms and more.

We also give two paid volunteering days each year to support a charity of your choice and an additional days leave if you're moving house.

Our people are at the heart of how we operate and we welcome everyone who shares our values, regardless of background or identity.

Valuing our differences is what makes UPP a growing success and allows everyone to come to work feeling valued and supported.

We believe in working in partnership to add value and create meaningful difference for our people and the community, whilst embedding a culture of sustainability to benefit future generations and innovation to develop new and better solutions every day.

'Investors in People' is an accreditation that is known all over the world and is granted to organisations that demonstrate a clear commitment to the people who make up an organisation. Only 17% of accredited UK organisations meet the gold standard, so as a company we are extremely proud and excited to hold this award.

By joining UPP, you will become a part of our talented, and dedicated team who work with energy, pace, and passion everyday to deliver the very best customer–focused experience for our partners and student residents.