Head of Estate Operations - Kings Cross Estate

Purpose of the Role

King’s Cross is one of the largest and most successful redevelopments in London. Over the past 20 years, what was an underused industrial site has been transformed and rejuvenated with new streets, squares and parks, homes, shops, offices, galleries, bars, restaurants, schools, and even a university.

It’s a vibrant new neighbourhood with a brand new postcode – N1C. The location, the connections, the canal-side setting, the heritage, an exciting cultural scene, a thriving business community, and a strong sense of local community. All these things come together at King’s Cross to make it unique and really quite special:

• 67 acres
• 50 new buildings
• 1,900 new homes
• 20 new streets
• 10 new public parks and squares
• 26 acres of open space

Our customers are the thousands of visitors, residents, office occupiers and retailors and Argent, the Asset Managers of KX.

We are looking for an exceptional person to join our team as Head of Estate Operations.

The Head of Estate Operations will serve as the principal public face of all operational aspects of the day to day running of the Estate. This includes management responsibility of Estate Safety, Security, Cleaning/ Environmental, Landscaping and Event Operations.

The Head of Estate Operations will also be responsible for supporting the activities of Office and Retail occupiers where there is an interface with the Estate, such as facilitating access for deliveries, waste management operations and fit outs of office developments.

The Head of Estate Operations will also act as the principal day to day contact with our key stakeholder groups, including the schools, residential customers, the canal community and wider communities from Camden and Islington, our neighbouring boroughs.

There is an expectation of the Head of Estate Operations to become immersed in the day to day life of the Kings Cross Estate, supporting the ongoing work in making positive changes to the lives of local residents and playing an active role in delivery of the wider Kings Cross ESG plan.

This is a customer facing role and the customer will always remain as the focus. A key aspect of this role is to ensure that excellent quality, consistent service delivery and value is provided across the public realm.

To drive innovation on the Estate, bringing fresh ideas and thinking to the role and actively seeking ways to drive operational standards, embracing new technology and having a problem solving mindset in all matters.

The Head of Estate Operations will report to the Operations Director and work collegiately with the wider KCES team, our Service Partners and the Client.

Key Responsibilities

Operations

• Ensure the King’s Cross Estate is the best managed estate in the world, focusing on exceptional operational standards, Safety and Customer Experience across the Estate.
• Understand and manage the successful implementation of Savills' obligations within the Property Management Agreement for King’s Cross and identify, recommend, and champion areas for improvement.
• Ensure that King’s Cross is managed in a proactive and customer focused manner which exceeds client and occupant expectations and is ahead of benchmarked schemes in terms of the services and value that it offers.
• Ensure compliance with the Property Management Agreement, KPIs and SLA's, industry best practices, RICS Professional Statement and statutory obligations.
• To ensure all direct reports deliver reports and meetings to the client in line with the timescales specified and are presented in a clear professional and coherent fashion.
• To ensure the team effectively communicate any works that effect Estate operations, the school, Residents and occupiers are sent in a timely manner.
• To oversee our complaints and feedback procedure, responding to issues as the arise in the prescribed time scale and to learn lessons from such complaints, bringing new thinking and ideas to minimise the likelihood of these complaints occurring in the future.
• Develop excellent relationships with representatives of the client and advisers, reporting to the Operations Director on all aspects of the management of the estate through regular formal written reports and at site meetings in addition to ad-hoc communication as required.
• To oversee the procurement and management of all service contracts that may be required for the Estate in accordance with KCES best practice, policies and procedures.
• Have overall responsibility for the production of service specifications, contracts and associated documentation properly represent the service requirement of the Estate and are presented and executed in accordance with company guidelines.
• To deliver enhanced waste management of the public realm through the management and delivery of the waste sorting table in support of driving improved recycling rates.
• To deliver enhanced service and increased usage of the Multi use sports area (MUGA) and other community focused spaces on the Estate.
• Undertake regular weekly inspections of the estate.
• Update records on all Savills platforms.

Events

• Oversee the delivery of events through the direct line management of the Events team.

M&E & Development

• To liaise with the Head of Technical services to ensure all plant including fountains and lighting are fully operational, and escalating any reoccurring faults and recommending long term solutions
• Liaise with all construction development leads and manage the interface between their activities and mitigate any negative impacts on the operational estate during their construction and fit out phases and ensure all stakeholders are advised on development progress and changes that affect estate operations.
• Oversee conformity with the King’s Cross development section 106 agreements.

Health And Safety