University of Leeds - Accommodation Office Manager

Accommodation Office Manager Candidate Pack


We are recruiting for an Accommodation Office Manager. Working as part of the Accommodation Management Team the postholder will lead, motivate and develop a diverse and experienced team of staff to deliver an effective and efficient service to current and perspective residents and visitors in line with our strategic priorities and goals; including ensuring maximum occupancy across our portfolio of owned and managed properties, provision of excellent customer service thus enhancing the student experience and liaising with numerous university departments including the conference and events team to ensure a smooth summer operation.








The University, established in 1904, is one of the largest higher education institutions in the UK. We are renowned globally for the quality of our teaching and research. The strength of our academic expertise, combined with the breadth of disciplines we cover, provides a wealth of opportunities and has real impact on the world in cultural, economic and societal ways.

Our staff have been awarded 29 National Teaching Fellowships – more than any other university

Leeds is ranked in the top 100 universities in the QS World University Rankings 2023

We were The Times and The Sunday Times’ University of the Year in 2017 and are currently ranked 17th in its Good University Guide 2023

The University strives to achieve academic excellence within an ethical framework informed by our values of integrity, equality and inclusion, community and professionalism.


We have more than 38,000 students - More than 35,000 full time students - More than 2,000 part time students Including:

- More than 29,000 undergraduates - More than 9,000 postgraduates

• We have 3,500 student volunteers who contribute to local regional and national projects.

• We have over 9,500 international students from more than 170 countries, including exchange students

• We have a global network of alumni and are in regular contact with more than 269,000 alumni in more than 190 different countries

We are a member of the Russell Group of research-intensive universities

We are a top 10 university for research power in the UK according to the 2014 Research Excellence Framework

• We have 9,700 staff from more than 100 different countries

In our latest audit by the Quality Assurance Agency the University received a commendation, the highest category of praise available, for our enhancement of student learning opportunities

• We contribute £1.3 billion every year to the UK economy – students add close to £200m of international revenue into the City Region each year

We were awarded the Queen’s Anniversary prize, the country’s highest accolade for an academic institution, in 2009, 2011 and 2019

We are part of the Worldwide Universities Network (WUN), which comprises 23 research-intensive institutions spanning six continents

• The latest High Fliers report, The Graduate Market in 2021, has ranked Leeds in the top 10 most targeted universities in the UK by graduate recruiters



The Facilities Directorate brings together Estates and Facilities, Commercial and Campus Sup- port Services, Residential Services and Sustainability, employing over 1,100 staff, to provide first class facilities and services to support the University’s strategic objectives and world class aspirations. Our vision is to ensure that our campus offers opportunities for an exceptional student experi- ence, provides first-class facilities for research and external collaborations and meets the best possible sustainability standards. Our mission is to provide first-class facilities and services to staff, students and visitors support- ing the University’s strategic objectives and world class aspirations.

Residential Services provides accommodation for University of Leeds students in self-catered and catered sites both on and off campus. The service manages an impressive range of accommodation for students and also has some accommodation available for staff to rent on a temporary basis. It also provides residential facilities to support meetings and conferences. It is an innovative service with a vision to provide some of the country’s best student accommodation. The University’s Residential Service operates, manages and leases circa 9,000 student beds and generates an annual income of £50 million. The Service operates a quality management system (QMS) that complies with the requirements of ISO9001:2015 for the provision of accommodation to undergraduate and postgraduate students.


parents, stakeholders and colleagues.

• Excellent communication skills, particularly writ- ten and oral, with a particular focus on attention to detail. • Excellent customer service experience and a understanding of and empathy towards the chal- lenges student face • Experience of working in a fast paced office envi- ronment • Strong IT skills, including use of the MS Office package; • A high standard of numeracy and literacy and the ability to carry out calculations and produce statistical reports; You may also have: • A degree level education or hold equivalent expe- rience/qualifications? • Experience in the Higher Education sector; • Knowledge or experience working in Student Accommodation

• Represent the University externally in consulta- tions and meetings with organisations including other Universities, the Association for Student Residential Accommodation (ASRA), the College and University Business Officers Association (CUBO) and UNIPOL Student Homes. • Work with colleagues to ensure the quality man- agement standard (currently BSI ISO 9001:2015 and OHAS ISO 14001 & 18001) and other stand- ards, including the Investors-in-People, Customer First and the ANUK Code of Practice, are main- tained; • Promoting and upholding Res. Services and University values through personal example and working practices. • Deputise for the Assistant Director (Residence Life & Accommodation Office) as and when re- quired. • Any other duties within Residential Services, which may include carrying out other manage- ment & administrative duties as directed. Hours of work Hours worked will be flexible and as required to meet the demands of the business. Hours will be 5 days over 7, mostly Monday to Friday, on occasion week- ends will need to be worked on a rotational basis alongside other members of the team. Some evening work will be expected when appropriate (for exam- ple - during the allocations period or when delivering virtual/in person open days) In addition (given advance notice): The holder of this post will sometimes be required to be contactable or on call overnight and at weekends and might occasionally be required to attend work out of hours to resolve/manage issues. In practice, a team of senior managers share these on call respon- sibilities; You will sometimes be required to work on University closed days and/or public holidays; What will you bring to the role? As an Accommodation Office Manager you will have: • Experience of working in a management/leader- ship position in a similar customer service envi- ronment. • A proven ability to manage and develop a large team effectively and create an environment where colleagues feel supported and are motivated to achieve individual, service or organisational goals. • Experience of using an Accommodation Manage- ment System e.g. StarRez; • Experience and knowledge of CRM systems (e.g. Zendesk, Salesforce) • Strong analytical skills with a particular eye for detail and the ability to solve problems using own initiative.

• Seeks to improve quality of service provided by the Accommodation Office team and minimise errors by monitoring individual and team perfor- mance, utilising data to identify training needs and create relevant and appropriate training sessions if required. • Responds to potential student complaints ensur- ing they are promptly responded to and escalated to the appropriate member of the Senior Man- agement Team (SMT) if required. Supports the Assistant Director (Residence Life & Accommo- dation Office) with more complex cases by provid- ing background information or additional data if required. • Liaise with and maintain positive working rela- tionships with members of the SMT and site staff working in residence ensuring clear lines of com- munication are in place and relevant members of the SMT and their teams are kept informed of updates which may impact their day to day oper- ations. • Liaise with and maintain positive working rela- tionships with numerous departments within the University of Leeds including, but not limited to, Student Support Services, Fees Office, Interna- tional Student Office and Leeds University Union. • Assist in the planning and delivery of key events including open days (either within the Accommo- dation Office or at designated accommodation sites), virtual events and intake weekends and deliver presentations to large groups of students if required. • Liaise with Residence Life Manager and Resi- dence Life team to ensure concerns pertaining to students and/or Residence Life Assistants are escalated and discussed where necessary. • Liaise with Conference Office and Residence Refurbishment and Development Manager each summer to ensure adequate number of rooms are available and reserved which will result in increased income from conference delegates. • Supports the Assistant Director to lead and im- plement policy and procedure change relevant to both University and Residential Services strategy. • Supports the Assistant Director and Senior Residence Managers (SRMs) by attending termly PBSA review meetings and provides up to date information pertaining to each site. • Provision of reports and information to the Assis- tant Director as and when required. • Maintains up-to-date knowledge of student ac- commodation sector developments and seeks to be actively involved in a variety of networks (e.g. ASRA, CUBO, UNIPOL) • Prepare and present information to students,

Accommodation Office Manager Residential Services, Facilities Directorate

Do you have experience of managing a large and diverse team? Are you committed to delivering a high level of customer service and are passionate about helping students? Do you have strong organisation and communication skills? The University’s Residential Service operates, man- ages and leases circa 9000 student beds and gen- erates an annual income of £50 million. The Service operates a quality management system (QMS) that complies with the requirements of BSI certified ISO9001:2015 for the provision of accommodation to undergraduate and postgraduate students. We are an innovative service with a clear vision to provide some of the country’s best student accommodation. We are seeking an experienced and professional Accommodation Office Manager who will be respon- sible for overseeing the duties and responsibilities of a 9 person Accommodation Office team and who will be committed to delivering a high level of customer service and leadership in a busy office environment. What does the role entail? As an Accommodation Office Manager your main duties will include: • Oversee and manage the duties and responsibili- ties of the Accommodation Office team (compris- ing of 9 team members), ensuring they are moti- vated and committed to delivering an exceptional standard of service to current and prospective students. • Oversee and manage the daily operation of the Accommodation Office which includes responsi- bility for the day to day running of our Customer Relationship Management (CRM) system and working to ensure sufficient staff cover is in place at all times in line with demand and busy periods of the academic year. • Oversee the processing of all Accommodation ap- plications via our Accommodation Management System (StarRez) ensuring team are adhering to agreed processes and procedures. This includes, but is not limited to, the processing of contracts, early terminations, deposit refunds, damage charges and circulation of adhoc and regular communication to students. • Liaise with and work alongside the Finance & Sys- tems Manager to ensure systems utilised within Accommodation team support everyday oper- ations and seek to recommend and implement improvements where required.


Join us and you will become part of a large and diverse organisation – with more than 9,000 staff of around 100 nationalities we are the third largest employer in Leeds. Leeds is a great place to live and work, a bustling city surrounded by beautiful countryside, and our campus is just a short walk from the city centre.

Work-life balance & Wellbeing

• We aim to be a ‘best practice’ employer. We understand that our employment policies need to be flexible and responsive in order to promote diversity and equality, and to attract and retain the highest quality work force • We not only fully embrace the Employment Act, which gives government regulations on pater- nity, adoption and statutory maternity leave, but we go beyond the statutory requirements to help all staff balance the demands of work and personal life. Take a look at our HR policies to find out more about flexible working hours, job sharing and many other schemes to help you achieve a healthy balance • We believe in supporting our staff at work and providing a range of support services available to everyone who works for the University


• Every employee of the University has access to a generous occupational pension • We have four different pension schemes covering different groups of staff. Find out more about pensions, including retirement benefits and additional voluntary contributions • All schemes provide valuable benefits on retirement, as well as life assurance and protection for your family

Bright Beginnings childcare centre

The University has its own award-winning childcare centre, Bright Beginnings, which provides high quality childcare to staff members and students. The centre caters for children aged between three months and five years and provides a Play- scheme during the school holidays for children aged three to 11. Find out more on the Bright Beginnings website.

Find out more about the benefits of working at the University and what it is like to live and work in the Leeds area on our Working at Leeds information page.


As an international research-led University, Leeds strives to go beyond our legal duties to create a positive environment for our diverse community of staff and students.

The University works hard to promote gender equality and support the career development of talented women working in the traditionally male-dominated fields of science, engineering and technology. The University renewed its Athena SWAN Bronze award in June 2021. Leeds is committed to recruiting the brightest and best students regardless of background and our Reach for Excellence and Access to Leeds (A2L) programmes are key parts of our Access Agreement and Education Engagement Strategy. We have also developed an access strategy to recognise the needs of potential mature students.

Additional information

Candidates with disabilities Information for candidates with disabilities, impairments or health conditions, including requesting alternative formats, can be found on our Accessibility information page or by get- ting in touch with us at

Criminal record information Rehabilitation of Offenders Act 1974

A criminal record check is not required for this position. However, all applicants will be required to declare if they have any ‘unspent’ criminal offences, including those pending. Any offer of appointment will be, in accordance with our Criminal Records policy. You can find out more about required checks and declarations in our Criminal Records information page.


The University is being supported on this recruitment campaign by the search consultancy The Management Recruitment Group (MRG). To arrange a confidential briefing conversation please contact our advi- sor Hannah Searle of MRG. Applications should consist of a comprehensive CV (of no more than 4 pages) and a covering letter (of no more than 2 pages). Applications should be sent directly to Hannah Searle.

Hannah Searle E: T: 07966 827 413

The closing date for applications is 7th April 2023.

Final stage assessment interviews are proposed to take place at the Uni- versity of Leeds on 26th April 2023.

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