THE ROLE
Job Title
Hall Manager
College/Department
DSRL, Operations
Location
Various Locations within Halls of Residence
Job Reference Number
0438-23
Salary
£30,950 to £34,027 per annum (For exceptional performers, there is scope for further progression up to £39,131 per annum)
Reports To
Halls Team Manager
Management Responsibility Yes
Role Summary To oversee the effective day-to-day management of one of the University halls of res- idences, providing excellent customer service and ensuring that halls are a positive experience for students whilst supporting their needs within the framework of company policies and procedures and the University values. Responsible for managing a Halls of Residence and a team of staff (including recruitment of new colleagues, hosting meet- ings and performance management).
and provide appropriate responses advising students of actions taken and the reasons for those actions, where necessary to refer mat- ters to the Customer Services administration manager • Provide support to students regarding welfare, conduct, and taking action, referring or esca- lating as appropriate to resolve matters and to enforce the terms and conditions of tenancy, documenting, reporting and updating systems as appropriate in keeping with timescales or relevant agreed service levels. • To actively support and engage teams to hit targets in our hall’s campaigns such as Global Student Living Index and Returners campaign. • To participate in at least 2 Open Days per ac- ademic year, Welcome / Outtake Weekends, and the arrival / departure of cohorts of stu- dents. To work a variation of either 8.30-4.30(4 on a Friday) or 10-6(5.30 on a Friday) as neces- sary to fit in with the operation of the business. Line management • To line manage, motivate, support, and devel- op a Hall’s staff team to maximise their perfor- mance in delivering the individual & business responsibilities and objectives. • To liaise with the Senior Management Team members to ensure adequate resources are provided to meet the needs of in our Halls of Residence. • Undertake induction and training of new staff, setting targets, managing performance and conducting annual appraisals as required • To organise site staff meetings and circulate minutes of these meetings to staff and senior management. • Support your team through regular 1-1’s, as well as carrying out reviews as per the universi-
ty policy and procedure. • Manage all matters relating to employee con- duct and escalating to Halls Team Manager in a timely manner where appropriate. whilst en- suring a safe and supportive environment for students, guests, contractors and colleagues working closely with the Maintenance Team to resolve maintenance issues in a timely manner • Manage allocated Halls budget Collaborative working • To liaise with the Student Housing Centre staff to maximise the use of the automated Halls Administration system (currently RMS). • To be a member of the Derby Student Living Critical Incident Team, assuming a responsibil- ity for holding the critical incident phone and responding to emergency situations. • Work with the Finance Officer, HTM and Op- erations Manager monitor Halls expenditure, support the chasing of debtors, identify site improvements schemes, and deliver business cases to support initiatives. Ensure expendi- tures are made in line with university finance regulations. • To liaise with University Specialist Support team/ HR in connection with students and staff health and welfare ensuring appropriate sup- port is delivered to minimise the impact on all. • Provide support to the other sites when re- quired. • Work collaboratively to help support the de- partment to deliver its mission statement and broader objectives • Manage out-of-term Halls activity, including conferencing ensuring all guests have a posi- tive experience during their stay • Undertake any other duties or projects as re- quired and commensurate with the post.
areas, ensuring Health and Safety reg- ulations are complied with, conducting regular quality inspections and mon- itoring cleaning standards within the hall of residence and grounds. • To work towards business KPI’s, oper- ational tasks and the operational cal- endar to meet business targets. • To ensure effective liaison and collab- oration with third party contractors to ensure that the halls of residence are suitably maintained in line with com- pany Standard Operating Procedures (SOP’s) and Service Level Agreements (SLAs) to provide a positive living and studying experience for all residents. • To carry out inductions of Residential Assistants, Cleaning, Caretaking and Security Teams in conjunction with the Halls Team Manager, Operations Man- ager and Head of Accommodation Services and Operations Manager. • To ensure compliance with the universi- ty Health and Safety Policies undertak- ing and maintaining risk assessments, Health & Safety audits, and incident/ accident investigations. Creating ac- tion plans from recommendations and managing their completion. Student experience • To thoroughly investigate any student complaints within agreed timescales
Principal Accountabilities
Operational Management • To manage a Hall of Residence and allocate staff resources to undertake the daily management of Halls of Res- idence in line with the DSRL Halls Pol- icies, Procedures, Guidelines and Let- ting Agreement • Be a point of contact for all residents and visitors, both in person, by tele- phone or email. Communicate and correspond effectively through various media (such as email, phone, in per- son etc) and respond to all queries and provide assistance to deliver services in line with customer expectations. • Respond to raised concerns and com- plaints made by residents or others, in accordance to data protection legisla- tion. • To ensure a customer focused and positive experience for all students residing in DSRL Halls of Residence upholding the Universities Values and Behaviours. • To improve all students’ Halls of Res- idence experience through proactive, continual improvement of site facilities, site operational activities and services, organise and ensure the completion of day-to-day housekeeping arrange- ments for the buildings and external
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