Residence Life Administrator - NYU London

NYU is committed to being a welcoming campus community that reflects and enacts the values of global inclusion, diversity, belonging, equity and accessibility that informs academic excellence. We seek candidates who will not only enhance our commitment but whose experience, competencies, skills, and community engagement efforts contribute to diverse, equitable, inclusive learning and working environments for our students, staff, and faculty.

The position of Residence Hall Assistant (RHA) is a full-time position. The RLC will work across NYU London's academic centre and residence halls as needed and under the supervision of the Residence Life Coordinator. The postholder will work as part of the Residential Life team to provide support and guidance for students in person across several residence halls, ensuring compliance with University policies and procedures, assisting in solving problems that arise and engaging in customer service-related activities.

The role will include responsibility for supporting the Residence Life Coordinator with all aspects of the Peer Mentor program, supervising student peer mentors, planning and facilitating student programs and events; signposting students to other appropriate support and resources, and administrative tasks such as ordering supplies, checking deliveries, securely storing and monitoring stocks, checking and replenishing supplies in student apartments, providing and preparing keys for student rooms. Responsibilities are carried out mainly through office hours and activities across NYU London's campus buildings including weekly meetings, check in and checkout duties, welcome activities and campus events. The RHA will be required to work flexible hours and perform on-call duties outside of business hours, on a rotational basis shared with colleagues, responding to urgent issues that might arise (in person or via phone as needed), supported by senior members of the department. The position requires a positive service orientation while performing all duties.

Principal Accountabilities

• 45% Administrative and frontline student support: This role provides direct support, guidance, and resources to students as part of the frontline student-facing team across the NYU London campus, including the Academic and Student Services office at the NYU London Academic Centre and several residence halls. Key duties include assisting with pre-arrival preparations, Orientation, check-in and check-out processes, residential support, and maintaining accurate records within the Star Rez system. The position plays a crucial role in facilitating roommate dispute resolution, room changes, key and guest pass management, charity donation efforts during departures, inventory audits, supply orders, and deliveries. Additionally, it involves providing assistance to students navigating health, wellbeing, financial, and other personal concerns, ensuring they are informed about available support options. Collaboration is integral to the role, requiring frequent coordination with finance and operations, facilities, housekeeping, security, and other departments to maintain a strong presence at Byron Court and Guilford House residences, fostering a supportive and well-organised living environment. The RHA will be responsible for covering the reception desk, and maintaining a welcoming environment, in the Academic and Student Services office on campus, as well as providing support to residents at NYU London's Byron Court and Guilford House residences when required. Duties include responding to student queries, signposting students to relevant campus support services, conducting patrols, identifying, reporting and addressing concerns in a timely manner, liaising with support staff, and updating and refreshing signage, provisions and information. Through effective communication and excellent customer service, the role plays a key part in enhancing the student experience and their overall satisfaction at NYU London.
• 45% Peer Mentor program support: The RHA supports student development and community building by supporting a team of Peer Mentors, including their recruitment and providing training to ensure they provide high standards of support for their peers across NYU London's residence halls. Responsibilities include assisting in the organization of events, maintaining budget oversight, and ensuring effective communication within the team, in partnership with the Residence Life Coordinator. The RHA will also supervise several Peer Mentors during their tenure, ensuring they are successful in their roles by helping students feel welcomed and supported in their living environment, and performing duties including planning and executing several activities (mostly within their assigned residence) each semester, providing information and support to students during office based hours on campus, being available in the residence hall for set hours to support their residents. The role also involves fostering an inclusive residential environment through programming that promotes key themes such as inclusivity, diversity, belonging, and equity, while working collaboratively with students and staff to enhance the overall student experience.
• 10% Frontline On Call Officer and other duties: Hold the NYU London staff on call duty phone on a rotational basis which is shared among the Student Affairs team, to provide NYU London students with support (in person or on the phone as needed) should any medical, mental health, student misconduct, policy violations, facilities concerns and/or other serious issues arise outside of routine working hours. Provide support and reassurance with any large-scale community concerns that may impact residents, along with all other colleagues in the Student Affairs department. Advice and support is available from departmental leaders in assessing the nature of problems, ensuring any urgent actions which are required are taken and that students are supported with regular outreach until any pending resolutions can be concluded. Write accurate and timely reports of incidents or concerns that arise. Maintain regular communication with residents, staff, and university administration. Work non-traditional hours, including evenings, weekends, and bank holidays, as required. Perform any other duties as assigned by the line managers.

Qualifications

Required Education: Educated to degree level, or an equivalent qualification, or relevant working experience.

Required Experience: Minimum of one years' experience of working in a customer service role, ideally in a residential or facilities-based environment. A demonstrated commitment to promoting a diverse and welcoming environment, as evidenced by prior successful and innovative measures.

Required Knowledge, Skills, and Abilities:

• Strong organisational skills: Ability to prioritise tasks, manage multiple projects simultaneously. Punctual, responsible, self-motivated and flexible.
• Excellent interpersonal and communication skills: Ability to communicate clearly and effectively with a diverse range of people, including students, staff, and external partners.
• Demonstrable commitment to delivering an excellent service; a positive attitude to staff development and training.
• Strong IT skills: Familiarity with CMS or similar platforms, and strong general IT skills.
• Problem-solving: Ability assess situations, identify problems, and develop effective solutions in a timely manner.
• Cultural competence: Strong understanding of the challenges faced by young adults at university and those living abroad, with a commitment to fostering an inclusive and supportive environment.

Preferred Experience, Skills and Abilities:

• Knowledge of London familiarity with the local area and the resources available to support students in various situations, and local emergency support services.
• Personal experience of studying or living abroad: Insight into the unique challenges and opportunities of living in a foreign country, providing empathy and support to international students.
• Familiarity with the American higher education system: Understanding of the academic and residential life expectations within the context of a U.S.-based institution.
• Experience in training and onboarding staff: Proven ability to develop and implement training programs that enhance team performance and service delivery.
• On call: Experience of being on call outside of working hours, and/or being responsible for handling difficult or urgent calls from customers and resolving them professionally and expediently (with support wherever needed).
• Experience of working in a residential environment: Knowledge and experience of working in residential facilities, ensuring a safe and conducive living environment.

Additional Information: Candidates must have the unrestricted right to work and live in the UK prior to appointment.

Benefits: 28 days annual leave pro rata, USS pension scheme and private medical insurance (optional).

Adjustments: Candidates should advise of any reasonable adjustments needed to participate in the application and interview processes.

Equal Opportunity: NYU London is an equal opportunity employer committed to equity, diversity and social inclusion.

Green Campus: NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040.