CARTWRIGHT GARDENS COMMUNITY LIAISON GROUP

Principle Duties and Responsibilities

Planned and Reactive Maintenance

• Investigate reactive maintenance and repair tasks; completing or escalating as appropriate
• Carry out reactive maintenance and repairs in accordance with the Service Level Agreement (SLA)
• Carry out planned maintenance and assist with refurbishment and lifecycle works
• Ensure that the environment is maintained in accordance with the SLA, including keeping the site clean by litter picking on a daily basis and when required clearing snow and ice from pathways and putting down grit
• Assist with the moving of items such as recycling, refuse, white goods, mattresses and furniture
• Control tools and stock levels to ensure an adequate supply of resources to meet business needs
• Report progress on all maintenance tasks to the relevant person in a timely manner
• Ensure all scheduled maintenance is carried out in line with the PPM schedule and all records are maintained in line with the site requirement
• Provide escort to site visitors and contractors

Statutory Testing

• Assist (and escort where necessary) with statutory testing including but not limited to; fire alarm testing, fire extinguisher, fire blanket and fire detector checks, water temperature monitoring, shower head cleaning and emergency lighting checks
• Assist in maintaining statutory compliance records as appropr

Health, Safety, Environment and Quality

• Act in accordance with all Health, Safety, Environment and Quality policies and practices
• Check the condition of the equipment to ensure that all equipment is in safe working order, checked regularly and serviced completing any inspection records as appropriate. Report any faults to the line manager
• Comply with all Company policies and statutory regulations relating to Health & Safety, safe working practices, such as manual handling, water hygiene, fire, asbestos and COSHH.  This will include site specific risk assessments and method statements, and awareness of any specific hazards in the work place
• Follow company guidelines with regards to the identification and reporting of accidents, incidents, near misses and health and safety hazards e.g., blocked/locked fire doors
• Undertake Risk Assessments, including ‘Point of Work’ assessment, and prepare method statements where appropriate, in line with both Company and OHSAS 18001 standards
• [Review contractor Risk Assessments, method statements and permits to works]
• Promote a healthy and safe environment for colleagues, residents and clients at all times

General

• Deliver an excellent standard of customer service
• Assist colleagues in other trades and locations as and when the need arises
• 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
• Participate in an ‘on call’ rota
• Be prepared to work additional hours, as and when the need arises, especially during open days and the main student arrival and departure weekends
• Other duties as commensurate with the post

Contact with Others

• Daily contact with the residents, managers, team, and other UPP team members
• Contact with sub-contractors and University staff
• Contact with Wardens as and when required

You will need to participate in an on call rota, be prepared to work additional hours as and when the need arises, especially during the main student arrival and departure weekends.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Service Delivery

• Deliver an excellent standard of customer service
• Undertake daily tasks to maintain the residences and ensure site appearance and security standards are met in line with the SLA
• General routine and deep cleaning duties including but not limited too; vacuum, spot clean and shampoo carpets, sweep and polish floors, clean stairs and  clean internal windows as required
• Turn around student residential areas for new arrivals
• Remove and re-hang curtains and shower curtains
• Assist with the removal, moving and transfer of furniture/white goods across sites, as required
• Assist with the removal of external rubbish bins and litter picking
• Make beds, including stripping and changing sheeting, collection of laundered linen from store and bagging up laundry for collection during the conference season
• Move free standing furniture, as required
• Wash up glasses, cutlery and cooking utensils, as appropriate
• Other cleaning duties as directed by the line manager
• Record maintenance requirements on a daily basis and report any issues by following site procedures
• Carry out minor maintenance jobs after appropriate training;  record use of vibrating or other equipment as required
• Undertake the clearing and removal of rubbish and litter across site at the appropriate frequency and work with the site team to improve waste reduction and recycling rates
• Deliver post to accommodation when required and remove unwanted post from residences

Health, Safety, Environmental and Quality

• Assist in winter with snow and ice management and clearance
• Act in accordance with all Health, Safety and Environment policies and practices
• Be aware of the condition of the equipment to ensure that all equipment is in safe working order, checked regularly and serviced completing any inspection records as appropriate. Report any faults to the line manager
• Comply with all Company policies and statutory regulations relating to Health & Safety, safe working practices such as site specific risk assessments, manual handling, water hygiene, fire and COSHH. This will include awareness of any specific hazards in the work place
• Follow company guidelines with regards to the identification and reporting of accidents, incidents, near misses and health and safety hazards e.g., blocked/locked fire doors
• Ensure the correct equipment is used to clean any biohazards (such as vomit or blood)

General

• Undertake training as required, including all relevant HSE Training identified
• Be responsible for signing out, securely maintaining and returning safely, items such as keys, swipe cards and door access equipment
• Assist with the set up and break down of communal rooms for meetings, conferences and other events
• Be prepared to work additional hours as and when the need arises, especially during the main student arrival and departure weekends and summer conference business
• Maintain a clean and tidy appearance and wear the supplied uniform and personal protective clothing at all times
• Be flexible in providing cover at other Halls, as required
• Other duties commensurate with the post

Contact with Others

• Contact with the residents and UPP team members
• Possible contact with sub-contractors and University staff

PERSON SPECIFICATION

Experience

• Previous experience in a cleaning role
• Experience in a service environment

Skills/Ability/Knowledge

• Good understanding of health and safety, with the ability to understand how to work in a healthy and safe manner and in accordance with all relevant HSE Regulations, and company guidance
• Basic English language; spoken and reading skills
• Physically able to operate heavy duty cleaning equipment and lift heavy objects

Education/Qualification

Essential

• Basic English language; spoken and reading skills

Desirable

• Relevant qualification e.g. NVQ

Personal Qualities

Essential

• Good customer care skills
• Capable of working with minimum supervision
• Work as a team player and pass on knowledge to others
• Able to pay attention to detail
• Clean and smart appearance
• Flexible and willing in working methods and areas
• Prepared to work at other residences, as necessary
• Able to work 2 or 3 weekends per year during open days and/or student intake / outtake

Desirable

• Prepared to work out of hours as necessary

Desirable Criteria

• Previous Reception
• Front of House experience in a residential establishment
• SIA qualified

Customer Service

• Be the first point of contact to assist residents, outside of core business hours, for any queries, including but not limited to welfare, maintenance, post/parcels, and escalate to the appropriate person where necessary
• Receiving goods and materials and clearing them through the Reception area
• Providing front of house reception duties; greeting all visitors in a professional manner; ensuring that visitors are aware of the site’s health and safety guidelines where appropriate
• Dealing with any queries both over the phone and in person in an efficient and professional manner; organising remedial action where appropriate
• Complete administrative tasks related to reception duties such as checking in guests, completing log books and recording of maintenance requests.
• Assisting with the pre and post arrival student administration
• Support the summer conference business at Garden Halls
• Collate, sort and distribute the mail when delivered and to ensure an effective parcel collecting system is in place.

Service Delivery

• Provide an excellent and comprehensive customer focused service
• Deal with queries and complaints in an efficient, professional and courteous manner ensuring they are reported to the relevant Manager or next appropriate level of management
• Provide a comprehensive administrative support service to the residence team whilst following all relevant UPP procedures and reasonable instructions
• Monitor the signing in and out of all visitors, student guests and contractors using the correct procedures. Issuing and logging of keys use by contractors during the course of the shift
• Log reported maintenance issues and prioritise in line with the FM Agreement as detailed in the Concierge Guidelines and log on the computerised helpdesk system
• Assist the management team to prepare for new student arrivals and student departures

Health, Safety, Environment and Quality

• Carry out regular patrols of the residence and grounds, including the gardens, reporting any Health and Safety issues to the relevant manager
• Monitor and control health and safety standards utilising the full training and equipment provided within both the site and the grounds, taking prompt remedial actions where necessary and ensuring full reporting of health and safety issues and concerns are raised to the site management team.
• Supervise, and monitor out of hours access to the residence buildings, ensuring compliance with fire, health & safety procedures and all relevant site instructions.
• Respond effectively to fire alarm activations and when required, liaise with the emergency services.

Report Writing

• Complete all necessary reports, including incident reports, noise reports, accident reports and any other ad-hoc reports as required
• Monitor the conduct of residents, encouraging reasonable and fair behaviour, reporting any breach of the Code of Conduct and license agreement to the Residence Manager and as appropriate, the duty warden.. Provide evidence and reports when requested.
• React to incidents using your initiative; log and report full details of any incidents at the first available opportunity

Facilities Management

• Act as the first line of contact for reporting of maintenance issues by customers and other parties. Once appropriately trained, undertake any reactive maintenance (e.g. replacing lamps/investigating faults).
• Carry out statutory inspections and testing as required at the reasonable request of the relevant Manager, following appropriate training and in line with the room access policy
• Undertake out of hours winter snow and ice management and clearance following the gritting plan with appropriate equipment.
• Ensure the garden is opened and closed at the agreed time

General

• Work overtime, with reasonable notice, to cover for colleagues’ absences and during student arrival/departure periods
• Work agreed shift pattern
• First Aid – appointed person responsibilities, if required
• Assist with open days, clearing days and other university events.
• Provide cover at other halls of residence, where necessary and appropriate site orientation has been provided.
• Undertake appropriate training when required.
• Perform other reasonable general duties as commensurate with the post.
• Assist in maintaining a presentable and tidy residence
• Assist with the set up and take down of meeting rooms and preparation for any meetings or conference business

Contact with Others

• Daily contact with the residents, managers, team, other UPP team members and Warden team
• Liaise, as necessary, with other Concierge staff, university clients, sub-contractors, UPP staff, residents and conference delegates
• Liaise, if required, confidentially with hall Wardens, student support services, chaplaincy and other agencies, in relation to student welfare and follow UPP’s policy for pastoral welfare at all times
• Contact with UPP managers, associated staff, sub-contractors and the UPP maintenance team.
• To ensure our standards are high your role will include identify improvement opportunities for the site and work in line with the Company ISO9001, ISO14001 and OHSAS18001.

You will need to be prepared to work additional hours as and when the need arises, especially during the main student arrival and departure weekends

Planned and Reactive Maintenance

• Carry out planned maintenance of grassed areas, flower beds, hedges, shrubs  and borders and hard landscaping areas including drainage clearance, pathways, steps and the tennis courts
• Assist with hard landscaping repairs
• Carry out regular patrols of the residence and grounds, identifying, prioritising and carrying out corrective measures in a timely manner
• Monitor and control health, safety and maintenance standards within grounds, reporting Health, Safety and Environmental issues and concerns to the relevant person
• Carry out routine maintenance checks before using equipment to ensure they are fit for use at the start of each day, informing the relevant person of any maintenance issues
• When using Vibration emitting tools, ensure that the appropriate documentation and monitoring is carried out and communicated to the line manager
• Assist with litter clearing and general tidiness of the site
• Assist during winter with snow and ice management and clearance
• Assist with reactive and planned maintenance and repairs in accordance with the SLA
• Assist with the moving of items such as recycling, refuse, white goods, mattresses and furniture
• Control tools and stock levels to ensure an adequate supply of resources to meet business needs
• Ensure all scheduled maintenance is carried out in line with the PPM schedule and all records are maintained in line with the site requirement
• Provide escort to site visitors and contractors

Statutory Testing

• Assist (and escort where necessary) with statutory testing such as fire alarm testing, fire extinguisher, fire blanket and fire detector checks, water temperature monitoring, shower head cleaning and emergency lighting checks
• Assist in maintaining statutory compliance records as appropriate

Health, Safety, Environment and Quality

• Act in accordance with all Health, Safety, Environment and Quality policies and practices
• Check the condition of the equipment to ensure that all equipment is in safe working order, checked regularly and serviced completing any inspection records as appropriate. Report any faults to the line manager
• Comply with all Company policies and statutory regulations relating to Health & Safety, safe working practices, such as manual handling, water hygiene, fire, asbestos and COSHH.  This will include site specific risk assessments and method statements, and awareness of any specific hazards in the work place
• Follow company guidelines with regards to the identification and reporting of accidents, incidents, near misses and health and safety hazards e.g., blocked/locked fire doors
• Undertake Risk Assessments, including ‘Point of Work’ assessment, and prepare method statements where appropriate, in line with both Company and OHSAS 18001 standards
• Review contractor Risk Assessments, method statements and permits to works if required
• Promote a healthy and safe environment for colleagues, residents and clients at all times

General

• Deliver an excellent standard of customer service
• Assist colleagues in other trades and locations as and when the need arises
• 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
• Be prepared to work additional hours, as and when the need arises, especially during open days and the main student arrival and departure weekends
• Other duties as commensurate with the post

You will need to be prepared to work additional hours as and when the need arises, especially during the main student arrival and departure weekends

Reception Duties

• Superior engagement, organisation and administration skills, coupled with the ability to multi task and set priorities in a fast-paced environment.
• Be the first point of contact to assist residents with any queries, including but not limited to welfare, maintenance, post/parcels, and escalate to the appropriate person where necessary
• Receiving goods and materials and clearing them through the Reception area
• Providing front of house reception duties; greeting all visitors in a professional manner; ensuring that visitors are aware of the site’s health and safety guidelines where appropriate
• Dealing with any queries both over the phone and in person in an efficient and professional manner; organising remedial action where appropriate
• Provide a weekend reception service to the offices, keeping records of all visitors, contractors and issue of keys
• Liaise, as necessary, with the client, sub-contractors, UPP RSL staff and residents
• Assist the relevant staff in the co-ordination of all on-site activities
• Complete administrative tasks related to reception duties such as checking in guests, completing log books and recording of maintenance requests.
• Assisting with the pre and post arrival student administration
• Support the summer conference business at Garden Halls
• Collate, sort and distribute the mail when delivered and to ensure an effective parcel collecting system is in place.
• Liaise, as necessary, with the Wardens, University of London, sub-contractors, UPP Residential Services staff and residents.
• Support the General Manager with day to day administration

Facility Management Support

• Receiving and recording reactive maintenance work issues raised by residents for completion by the maintenance team using bespoke UPP software.
• Assist in maintaining all technical and statutory records and the defect process
• Monitoring and recording student damages; assisting the University of London in recovering those damages process; corresponding with students about damages and costs. Recording damages
• Carrying out room and flat post occupancy checks
• Maintaining and updating the flat and student records and correspondence
• Operate a computer based property management database monitoring all reactive work, planned maintenance and lifecycle replacement
• Security and Health and Safety
• Deliver the security Service Level Agreements ensuring that all work is continually monitored through directly employed and sub contracted staff
• Patrol the site on a regular basis checking for security and health, safety and fire hazards, and report any hazards found and if necessary take the appropriate action necessary to minimize the hazard
• Respond to all alarm activations
• Produce incident reports for the General Manager where appropriate
• To deal with incidents out of hours and effectively escalate issues in line with the site protocols as appropriate

Other

• Undertake training as required
• To act in accordance with Health & Safety policies and practices
• Be prepared to work as and when the need arises in addition to core working hours, especially during the main student arrival and departure weekends
• Other duties as commensurate with the post

In addition to your normal working hours you will need to be prepared to work additional hours as and when the need arises, especially during the main student arrival and departure weekends.

CANDIDATE PROFILE

Aramark is an equal opportunity employer and welcomes applications from candidates

regardless of their sex, sexual orientation, gender reassignment, marriage and civil

partnership, pregnancy and maternity, age, race, religion and belief or disability.

We are looking for people to join our team who are:

• Friendly and outgoing and professional at all times
• have great customer care skills and can deliver excellent service with a smile
• Good spoken English
• Punctual and well presented, smart and tidy
• Good team player and also able to work on their own initiative
• Positive and can do attitude
• Hardworking with an attention to detail
• Previous experience of working in a similar environment preferred but notessential