Job Purpose
To assist and develop communication on behalf of Accommodation Services. Act as point of contact for customer relationship issues on behalf of Accommodation Services in order to stream line customer satisfaction and improve student experience.
Main activities and responsibilities
1. Assist with reception, telephone and email enquiries and respond in a timely manner.
2. Liaise with Faculties and the International Office regarding arrangements for International and European students.
3. Undertake word processing of emails, notices, etc. and to update and retrieve information from Room Service.
4. Update the partner provider spreadsheets when sending offers out and updating Room Service with acceptances
5. Update our social media pages
6. Assist during the Clearing period, Registration weekends and University Open days and Applicant Visit Days (this will include some late night and weekend working).
7. Maintain room service records with all students queries in accordance with the Data Protection Act
8. Comply with relevant Health and Safety Regulations and all University Regulations.
9. Act in a manner that is in accordance with the University's Equal Opportunities Policy.
10. Undertake any other duties commensurate with the grading of the post as may be required from time to time
Additional Key Requirements:
Managing people and resources
Communication
Required to communicate fluently orally and in writing, and to present complex technical information to both technical and non-technical audiences.
Teamwork and collaborative working
Works with and influences team and specialist peers. Influences customers at account level and works collaboratively with colleagues across the University.
Initiative, problem solving and decision making
Works under general direction within a clear framework of accountability.
Exercises substantial personal responsibility and autonomy.
Plans own work to meet given objectives and processes.
Makes decisions which influence the success of projects and team objectives.
Performs a broad range of complex technical or professional work activities, in a variety of contexts. Investigates, defines and resolves complex problems
Work environment
Be aware of the risks in the workplace and potential impact on own work and that of others.
Depending on area of work, conduct risk assessments, take steps to reduce hazards and take responsibility for the health and safety of self and others.
Person Specification
· Educated to GSCE level C or equivalent including English Language ,Mathematics and RSA 11 or equivalent
· Have experience using a range of software and web based products with software packages
· Must be flexible, have a pleasant and helpful personality with a professional appearance
· Experience of similar administrative work
· Excellent customer services skills
· Have the ability to work under pressure to meet deadlines, prioritise work with a minimum of supervision
Excellent communication skills, interpersonal skills and organisational skills with a flexible approach in terms of responding to workload and priority of tasks
Able to demonstrate familiarity with:
· The use of social media tools and other effective tools of communication.
· Able to communicate to a range of target audiences and discern the most appropriate communication method.
· IT skills including familiarity with Microsoft Office
Special requirements
Able to undertake duties at different premises including any University campus as required.
To be available to work out of the standard office opening times and to be available for weekend working.