Ref Number B01-04996 Professional Expertise Estates, Facilities, Accommodation and Safety Department Vice-President (Operations) (B01) Location London Working Pattern Full time Salary See advert text Contract Type Permanent Working Type Hybrid Available for Secondment No Closing Date 07-Apr-2025
About us
The UCL Estate comprises over 240 buildings, more than 6.5 million square feet of academic accommodation and around 4500 owned student bedrooms. The scale, variety and complexity of the estate are unparalleled in the sector, including world-leading research, teaching, offices and student accommodation.
The Facilities Management department is part of the Campus Experience and Infrastructure Division and is responsible for managing delivery of customer service excellence including Estates Business Partnering, Area Facilities Management and Teaching Space Operations.
As a world-renowned institution with over 50,000 students and staff, UCL is committed to delivering an exceptional campus experience. This role offers the chance to lead transformative change, ensuring UCL’s campus sets the benchmark for service excellence and user satisfaction.
About the role
We are recruiting an Assistant Director of Campus Experience, Communication, and User Engagement this is a highly influential leadership position. The successful candidate will be responsible for leading the customer experience, communication, marketing and events teams, designing and implementing robust strategies to transform the end-user experience across UCL’s estate services division.
This position offers the opportunity to lead the Marketing, Communications, Events, and Experience team to drive a transformative cultural shift, embed a user-first mindset, and deliver service excellence at one of the world’s leading universities.
UCL’s culture is fundamentally about our purpose, what we do, and how we behave. This role plays a pivotal part in championing and embedding this culture within the estate’s teams and our service partners. While our culture continues to evolve, our core values guide and strengthen the way we work.
As a senior leader, you will develop and implement robust communications, marketing, and engagement strategies that highlight the positive impact of UCL’s estate services, ensuring outstanding experiences for students, staff, academics, and visitors. As a senior leader, you will champion collaboration and drive a strategic performance focused culture across operational teams and professional services, ensuring UCL’s estate is maintained, managed, and optimised to deliver an exceptional experience for academics, students, staff and visitors.
**Please see attached JD for full duties and responsibilities**
About you
Essential requirements of this role are as follows....
* Extensive experience in customer experience, end user engagement and communications strategies
* Proven senior leadership experience in customer or end user experiences roles within large complex estates and fast paced organisations
* Experience in higher education, Service, hospitality, or large-scale estate operations.
* Strong experience with service excellence frameworks and customer experiences feedback methodologies (e.g. Net Promoter Score, Customer Journey Mapping, CSAT).
* Experience managing large cross-functional projects and partnerships with Internal and external providers.
* Ability to be proactive and to remain calm whilst managing simultaneous priorities in a fast-paced, professional environment.
* Outstanding leadership skills and ability to motivate and develop a team, high emotional intelligence.
* Excellent customer service ethos and relationship building skills.
* Strong management skills and ability to think strategically to plan for the medium and long term, as well as on a day-to-day basis
* Strong interpersonal skills with the ability to influence and build good working relationships cross functionally at all levels throughout the organisation
* Experience of and ability to work in a customer focused environment and make rational, considered decisions
* Strong communication skills including writing, reporting, and presenting
* Ability to creatively challenge the status quo and drive innovation
What we offer
As well as the exciting opportunities this role presents we also offer some great benefits some of which are below:
* 41 Days holiday (including 27 days annual leave 8 bank holiday and 6 closure days)
* Defined benefit career average revalued earnings pension scheme (CARE)
* Cycle to work scheme and season ticket loan
* On-Site nursery
* On-site gym
* Enhanced maternity, paternity and adoption pay
* Employee assistance programme: Staff Support Service
* Discounted medical insurance
Our commitment to Equality, Diversity and Inclusion
As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce.
These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.
You can read more about our commitment to Equality, Diversity and Inclusion here: https://www.ucl.ac.uk/equality-diversity-inclusion/