JOB DESCRIPTION
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.
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