The Post
The role holder will be responsible for managing a set of buildings, maintaining a safe and secure environment and providing a responsive customer focussed service. Working 3 days over 7, 12-hour shifts, across the team support is provided to students 24/7, 365 days a year, and receive a 10% night shift allowance. The role holder will require to be flexible and willing to work in other clusters when operational demands require it.
Working as part of a customer facing, operational team the role holder will be required to regularly interact with students and customers to provide information and support to resolve queries. The role holder will also be expected to provide an initial response in terms of pastoral care to those living in the property, resolving issues where possible or signposting students to the relevant student support service. This is a fast-paced and positively impactful role that contributes to creating a great student experience.
The role holder will report to and work closely with the Accommodation Operations Manager and will assist in day-to-day tasks including general administration, accommodation inspections, basic cleaning and maintenance duties, disciplinary and welfare issues.
Description of Duties
- To ensure the security of the buildings, in accordance with University Procedures relating to access
- To undertake regular internal and external patrols of cluster buildings
- To deal promptly with any breaches of security including contacting the relevant emergency service as appropriate
- To act as the initial point of contact for any customer enquiry, either by phone, in person or electronically
- To respond, resolve or refer issues raised by customers in accordance with agreed University procedures and practices
- To issue and receive keys and room access cards, maintaining records and logs in accordance with agreed procedures and practices
- To respond to all incidents and ensure they are followed up by reporting and recording the detail in accordance with agreed procedures and practices
- To work in accordance with customer service standards set by the division and from time to time contribute in the review and development of customer standards in response to customer feedback
- To provide a check in and check out service to all customers on arrival and departure and prepare relevant reports (arrival information, departure reports, inventory information in relation to damaged items, missing items and any complaints)
- To assist in the preparation of rooms within the buildings in advance of student and customer arrivals
- To process financial transactions, issue receipts and prepare administrative paperwork in accordance with agreed procedures and practices
- To attend and participate in training and development activities relevant to the role
- To ensure that a full handover is provided to Accommodation Operation Assistants (and if appropriate to the Accommodation Operations Manager and/or Accommodation Operations Supervisor) at shift changeover times, highlighting outstanding actions and issues that have arisen during shift
- To follow procedures as outlined and provided in the University’s Emergency Folder in the event of an emergency
- To undertake the role of Fire Officer within the property. This includes responding to fire alarms within the cluster group, undertaking investigations in line with University procedures and providing accurate information to relevant parties. To ensure safe and timely evacuation of residents and to liaise with the fire service in regards to any students requiring immediate assistance (i.e. those with a walking disability or those within disabled refuges). When instructed to do so, to undertake a full reset of alarm systems and relevant other equipment (such as magnetic locking systems, but not limited to)
- To take delivery and receipt of items of mail on behalf of residents
- To assist the Accommodation Operations Manager and the Accommodation Operations Supervisor in undertaking property inspections and keeping appropriate records of inspections to ensure all properties are compliant with health and safety guidelines
- To contribute to the development of risk assessments and to ensure that tasks are undertaken in accordance with agreed risk assessments, ensuring compliance with health and safety guidance at all times
- To undertake portering / caretaking duties as required which can include manual handling, in accordance with guidance and risk assessments
- To respond to repair and/or damage queries from customers or staff, assisting with minor repairs where appropriate. This includes keeping records of items that have been sent out for repair and chasing their return
- To take complete ownership in resolving and responding to customer queries and feedback until such times as the customer is satisfied
- To ensure waste is removed from properties as required
Please see attached Job Description for full duties of the role.
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