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Head of Resident Experience and Operations
Ensuring the delivery of world-class customer centric services which offer value for money and continuously enhance the student experience and their wellbeing both on campuses and within residencies.
King's College London is one of the top 10 UK universities in the world (2020 QS World University Rankings) and among the oldest in England. Since its foundation in 1829 King’s has defined itself in terms of its service to society, and it now has some 30,000 students and more than 8,000 staff members. King’s Strategic Vision 2029, a strategy which will take the university to its 200th birthday, has pledged that its staff and students will continue to help make the world a better place.
Reporting to the Associate Director of Student Residences, the Head of Resident Experience and Operations will oversee the management, service delivery, and resident experience across both King’s owned and partner residences. This role involves leading a team of five direct reports, ensuring residences are well-maintained, safe, and compliant. Responsibilities include overseeing facilities maintenance, health and safety, and audits. Additionally, the role will manage the summer accommodation service, handling over 80,000 room nights and ensuring smooth operations for short-term lets.
A key focus of the role will be resident experience. You will be responsible for creating and maintaining a welcoming, supportive community by leading a team dedicated to exceptional customer service. Head of Resident Experience and Operations will lead the planning of large-scale events and weekly activities that foster connections, while ensuring residents have access to welfare support when needed. Additionally, you will manage budgeting and financial performance, driving cost efficiencies, and overseeing financial operations. You will also ensure operational procedures are followed and consistently reviewed to maintain high service quality and excellence.
We are looking for a leader with proven experience in a similar role, ideally within student accommodation or hospitality. The successful candidate will bring strong customer service skills, a track record of driving service improvements, and a solid understanding of budgeting and compliance. Exceptional interpersonal skills, the ability to manage relationships with internal and external stakeholders, and the ability to remain calm under pressure are essential for this role.
The competitive benefits package includes 30 days annual leave + 4 closure days (over Christmas) + bank holidays. The USS pension scheme has generous employer contributions.
For a confidential discussion please contact our retained advisor Anna Kacprzak of The Management Recruitment Group.
Closing date for applications is Sunday 23rd March 2025
The Management Recruitment Group has been exclusively retained for this campaign. All direct and third-party applications will be forwarded to them.
