Job Number
BU03929
School/Department
Residential Life
Grade
4
Contract Duration
Permanent
Responsible to
Accommodation Services Administrator (Systems)
Overview
The Accommodation Services department provides students with the best experience in their living accommodation, by keeping them safe and supported and by promoting their participation and ownership of an equal and responsible communal society.
The successful candidate will join an enthusiastic and positive team and will be expected to contribute proactively to the ethos of the department.
The standard working week will be on an as and when required basis, working 5 days out of 7 in any one week to support business needs, although the standard working days will be Monday – Friday 8.45am- 5.00pm.
Purpose of the Job
Main Duties and Responsibilities
1. To meet and greet all visitors to the main reception desk in the Halls Office: Accommodation Services. This includes but is not limited to, effectively handling a wide range of queries from incoming and outgoing students, conference guests and receiving payments.
2. Taking responsibility for maintaining the professional appearance of the reception area and show flats.
3. Processing urgent room and building maintenance requests when reported by students in person, by phone or by email and referring to the relevant party.
4. To undertake the banking process on a daily basis.
5. To provide effective clerical support for a range of administrative activities within the department, including telephone enquiries, as required or instructed by the Accommodation Services Administrator (Systems), Senior Accommodation Officer or Accommodation Services Manager.
6. Update and maintain the Accommodation Management System and related databases.
7. The allocation and security of all door entry cards and bedroom keys to residents and appropriate visitors.
8. Adhere to procedures and processes that ensure compliance with the University’s financial regulations, in addition to following service standards and quality assurance issues.
9. Dealing with a variety of students using initiative and make appropriate decisions on a case-by-case basis, while following the University’s procedures and regulations.
10. To communicate effectively with both staff and students and maintain effective working relationships with colleagues within the University, and any external body.
11. Assist with the accommodation cycle of the University and be responsible for ensuring that accurate records are kept.
12. Ensure that all relevant Kx reports and requests are completed on a daily & weekly basis.
13. Assist with the production of management information on room usage, occupancy levels and other statistical information as required.
14. To receive, handle and resolve customer issues by providing feedback and/or escalating where necessary.
15. Dealing with student enquiries on a daily basis and endeavour to answer and solve any enquiries/problems they may have in a polite and efficient manner.
Other Duties and Responsibilities
16. Assist at university offer holder and open days by distributing literature and answering enquiries.
17. Due to the nature of the work, it is necessary to work occasional evenings and weekends at certain times of the year, in particular for the University offer holder and open days and at the beginning and end of the Accommodation contract periods. It is also not always possible to take holidays between mid-August and mid-October.
18. The post holder will be expected to participate in performance reviews and professional development activities.
19. The post holder will be expected to comply with the University equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Scheme.
20. The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for themselves and for other members of staff, students and visitors affected by their actions or inactions. The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
21. The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their posts.
Person Specification
Qualifications / Training
Essential
22. Educated to a minimum of 5 GCSEs at grades A* - C (incl. English and Maths) or NVQ level 2 in a relevant subject area.
Desirable
23. NVQ level 3 in a relevant subject area.
Experience/Knowledge
Essential
24. Experience of working within a customer facing office and enjoy interaction with a diverse customer base.
25. Experience of working in an administrative environment and with complex databases.
Desirable
26. Experience of working within a higher education environment.
Skills / Abilities
Essential
27. Evidence of taking direction and working as part of a team, with an ability to also work with minimal supervision.
28. The ability to multi-task and use their own initiative.
29. Ability to meet multiple deadlines and juggle competing priorities.
30. Excellent IT skills and evidence of experience in the use of MS Office suite especially Outlook, Word, Excel and Teams.
31. Accurate data entry skills and attention to detail.
Desirable
32. Knowledge of social media communication.
33. Good interpersonal skills, with the ability to develop effective relationships with colleagues at all levels within the University.
Other
Essential
34. Willingness and ability to work flexible hours when required, including some evenings and weekends.
35. Enthusiastic and forward thinking, confident to contribute to new ideas and ways of working.
36. The ability to speak Welsh fluently and to complete tasks such as writing e-mail messages to a range of audiences is essential for this post.
General
We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Silver award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture. We are proud to be a Disability Confident employer.
All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.
All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references.