ACCOMMODATION
ACCOMMODATION ADVISOR CANDIDATE INFORMATION PACK
ACCOMMODATION
BACKGROUND INFORMATION
UCL is one of the world’s top universities. Based in the heart of London, it is a modern, outward-looking institution. At its establishment in 1826, UCL was radical and responsive to the needs of society, and this ethos – that excellence should go hand-in-hand with enriching society – continues today. UCL’s excellence extends across all academic disciplines; from one of Europe’s largest and most productive hubs for biomedical science interacting with several leading London hospitals, to world-renowned centres for architecture (UCL Bartlett) and fine art (UCL Slade School). UCL is in practice a university in its own right, although constitutionally a college within the federal University of London. With an annual turnover exceeding £1 billion, it is financially and managerially independent of the University of London.
ACCOMMODATION
UCL’s excellence extends across all academic disciplines; from one of Europe’s largest and most productive hubs for biomedical science interacting with several leading London hospitals, to world-renowned centres for architecture (UCL Bartlett) and fine art (UCL Slade School).
UCL’s excellence extends across all academic disciplines; from one of Europe’s largest and most productive hubs for biomedical science interacting with several leading London hospitals, to world-renowned centres for architecture (UCL Bartlett) and fine art (UCL Slade School). UCL is in practice a university in its own right, although constitutionally a college within the federal University of London. With an annual turnover exceeding £1 billion, it is financially and managerially independent of the University of London.
ACCOMMODATION
THE UCL COMMUNITY
UCL Accommodation
UCL is a globally recognised Institution and one of the UK’s most successful Universities. The award winning Accommodation team sits within the UCL Estates division, and comprises of over 26 Halls that houses more than 6500 residents. UCL Accommodation has set out an ambitious new vision of becoming the leading provider of accommodation in the HEI sector; delivering an exceptional student experience and is embarking on new strategy to delivery this vision. Students create the communities. Most of our Halls are close to campus in Bloomsbury, one of London’s most desirable neighbourhoods. We also have Halls in Camden and Victoria – exciting areas with their own quirks and treasures. Despite London’s expensive property market and the pressure on student accommodation, UCL’s prices are kept as low as possible and are amongst the cheapest in the area. The team also works hard to enhance the experience of every student staying with us. We believe it’s everyone’s role in the team to help ensure that every resident in UCL Accommodation feels at home. We’re striving to provide every student with an experience as befits one of the world’s greatest universities in one of the most exciting cities on earth.
UCL Estates
The UCL Estate comprises over 200 buildings valued in excess of £2 billion, more than four million square feet of academic and non-academic space. The scale, variety and complexity of the estate are unparalleled in the sector. UCL Estates is responsible for managing the delivery of an Estate Strategy with a capital investment programme in excess of £1.25 billion over the next ten years, with projects ranging in scale, complexity and value. Projects range in scale, complexity and value (£50k to £500m) and must be delivered to specification, cost and time, frequently within a highly congested and busy operational environment where quality of student and staff experience throughout the works is also critical. UCL Estates places a very heavy emphasis on safety and a strong focus on multistakeholder engagement.
ACCOMMODATION
JOB DESCRIPTION
Accommodation Advisor
Post:
UCL Accommodation
Department:
5
Grade:
Reporting to: Deputy Accommodation Manager Supervision of: Summer Accommodation Advisors and Student Ambassadors
Purpose of job
The role involves providing a meet and greet front of house service as well as supporting all back office functions, providing administration support across all of the sites. Supporting open days, intake days and departures as well as assisting day to day visitors, students and external contacts. The ideal candidate will be able to provide a cheerful reception service to all students and visitors and will ensure that the highest level of customer service is maintained as well as acting as a role model for excellent service delivery.
ACCOMMODATION
MAIN TASKS & RESPONSIBILITIES
• Providing front of house reception services, including key/ visitor management and handling lock outs • Welcoming visitors and contractors to the properties, ensuring relevant security and identity checks are carried out and their presence is recorded • Following up on any customer related issues requiring action in a timely manner, engaging with other colleagues when necessary • Providing a decisive and effective response to customer complaints, assisting in and resolving customer disputes and escalating where necessary • Ensuring required maintenance work within the properties is reported and completed • Ensuring the properties are presented to the required standard • Assisting customers in a professional and courteous manner, showing empathy and responding with urgency to customer requests • Maintaining positive community relationships e.g. neighbours, local communities, police community officers, Fire and Rescue Service and local authorities Administration • Maintaining UCL Accommodation and UCL filing and information systems including StarRez booking/resident system, hardcopy files and MS Excel spread sheets, ensuring customer data is accurate, secure and compliant with the Data Protection Act and all UCL policies. • Undertaking general administration duties, to including processing StarRez resident admin and rent payments, supporting check in and check out, debt chasing and handling early • leavers, instalment plans, no shows and absconders, creation of required letters and emails • Providing financial administration support, including raising and receipting purchase orders, agreeing resident payment plans and customer room moves, escalating customer arrears issues. • Assisting with ad hoc and cyclical projects (e.g. summer turnaround/commercial on-site activities ) • Conducting and logging room/communal area inspections • Undertaking additional duties and tasks as requested by the UCL Accommodation management team
ACCOMMODATION
Teamwork • Demonstrating a flexible approach to work and a willingness to undertake all reasonable duties at the request of the Deputy Accommodation Managers or Accommodation Manager • Providing support to the other sites when required • Working collaboratively to help support the department to deliver its mission statement and broader objectives • Supporting approaches and initiatives to enhance the residents experience within the UCL Accommodation, including gathering and sharing market information • Working in a collegiate and supportive manner with colleagues, ensuring opportunities to share best practice are utilised • Developing and maintaining productive working relationships with internal UCL departments and third party suppliers • Conduct regular handover meetings with SRAS and the OOH Accommodation Officers/Manager, communicating details of incidents, outstanding issues and requests • Embracing change, supporting the department and colleagues through organisation transformation Compliance • Ensuring that Health and Safety legislation is adhered to at all times • Maintaining an awareness of current legislation concerning Health and Safety, Data Protection and compliance • Comply to risk assessments applicable to working environments and raise any issues or causes for concern to the Deputy Accommodation Manager or Accommodation Manager • Report health, safety and security incidents in line with UCL and UCL Accommodation health & safety procedures • Complying with the UCL department uniform policy, ensuring correct uniform and PPE is worn at all times (if required), including identity card and name badge • Delivering central processes and conducting all duties in line with UCLResidences standard operating procedures • Ensuring the Deputy Accommodation Manager is informed of all serious incidents • Ensuring a safe and secure environment at all times and raise any concerns or new hazards to the Deputy Accommodation Manager or Accommodation Manager • Fulfilling the varied administration and auditing requirements • Contributing suggestions for areas of improvement to benefit the department • Reflecting UCL Accommodation mission, vision and values in all activities undertaken • Attend health & safety training as directed by UCL or UCL Accommodation
ACCOMMODATION
Student Experience • Assist in the co-ordination of all resident social events and represent the UCL • Accommodation team at the events as per the site rota, as and when required. • Ensure the UCL Accommodation Brand Standards and Student Experience Standards are implemented a consistently across all of the properties in collaboration with the Marketing, Communications and Student Experience team • Ensuring consistency of approach and understanding of the behavioural values of UCL and the department • To liaise with the Marketing, Communications and Student Experience team, in regards to related matters Performance and Key Performance Indicators (KPIs) • Ensuring all work is completed within the required standards and KPI targets set by the department • Maintaining the highest level of productivity at all times • Contributing to the delivery of the KPIs within the department, including measures for: Health and Safety Operational Compliance Student Experience and Satisfaction 3rd Party Contract Management Financial (Net Operating Income and Debt Recovery)
ACCOMMODATION
Special Conditions
(a) Due to the nature of the work within student residences the hours of work will vary depending on operational requirements and may at times include evening, weekend and bank holiday work, for which time off in lieu given. (b) The duties of the post will dictate attendance by the post holder at University sites outside normal office hours. Such attendance outside normal office hours will be as directed by the Deputy/ or Accommodation Manager from time-to-time. Where these out- of-hours duties are undertaken the post holder will be given time off in lieu in accordance with the UCL Accommodation procedures. (c) Due to the demand on the service the post-holder will be discouraged from taking annual leave during the Department holiday embargo.
This job description reflects the present requirements of the position. As duties and responsibilities change and develop the job description may require review and may be subject to amendment in consultation with the post holder. In carrying out the above duties the post holder is expected to: • Adhere to UCL policies including Financial Regulations and ‘Equal Opportunities’; • Participate in staff meetings and training as required; • Maintain an awareness and observation of Fire and Health & Safety Regulations; • Work in a resource efficient way and actively support UCL’s Sustainability policies and objectives within the remit of their role; • Environmental sustainability • Demonstrate a commitment to UCL’s values: • Commitment to excellence and advancement on merit • Fairness and equality • Diversity • Collegiality and community-building • Inclusiveness • Openness • Ethically acceptable standards of conduct • Fostering innovation and creativity • Developing leadership
ACCOMMODATION
Key Requirements
Essential • Previous experience in a similar customer facing role • Ability to communicate effectively, both orally and in writing and demonstrate an objective, professional and calm approach when handling difficult situations • Ability to build relationships internally and with third party suppliers • Computer literate with the ability to use Microsoft Office • Ability to work at pace whilst maintaining a high level of accuracy and attention to detail • Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines • Previous experience in an administrative role • Ability to offer flexibility in working hours and to take part in a rota • Highly skilled in understanding, empathising and delivering against customer needs • Possesses a positive and collegiate attitude, with the ability to adapt swiftly and a willingness to undertake challenging tasks to ensure customer satisfaction • Self-motivated and possessing the ability to work on own initiative
Desirable • Previous experience of working in the accommodation, hospitality or retail sectors • Previous experience in complaint handling • Due to the nature of the role and the context in which the individual will be working it is desirable that the post holder will agree to the use of their photograph on UCL Accommodation marketing and communication literature/posters or website
ACCOMMODATION
PERSON SPECIFICATION
Essential/ Desirable
Assessment method (Application/ Interview)
Qualifications, Experience and Knowledge
A good general education with sound literacy and numeracy skills Previous experience of working in the accommodation, hospitality or retail sectors Previous experience of working in a similar customer facing role Highly skilled in understanding, empathising and delivering against customer needs Previous experience in an administrative role Self-motivated and possessing the ability to work on own initiative Possesses a positive and collegiate attitude, with the ability to adapt swiftly and a willingness to undertake challenging tasks to ensure customer satisfaction Computer literate with the ability to use Microsoft Office Skills and abilities Ability to offer flexibility in working hours and take a part in a rota Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines Ability to work at pace whilst maintaining a high level of accuracy and attention to detail Self-motivated and possessing the ability to work on own initiative
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This is a specification of the qualifications, experience, skills, knowledge and liabilities that are required to effectively carry out the responsibilities of the post (as outlined in the job description) and forms the basis for selecting a candidate.
ACCOMMODATION
PERSON SPECIFICATION
Essential/ Desirable
Assessment method (Application/ Interview)
UCL Ways of Working for Professional Services
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Working Together
Being collaborative member of your team. Understanding the importance of building healthy relationships with others in order to do your job well. Actively seeking out feedback and opportunities to develop. Achieving Our Mission Understanding how your work fits in with others’ and its importance in the wider context. Understanding your objectives and making realistic plans to deliver them. Following an agreed plan and knowing how to finish a job on time, asking for help if needed. Personal Excellence Being committed to UCL and taking pride in your work. Contributing to keeping the workplace running smoothly and efficiently. Practicing empathy for others in the workplace, trying to understand the needs of colleagues, staff, students and partners. Understanding your responses to stress, and developing personal resilience strate- gies.
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ACCOMMODATION
APPLICATION PROCESS
Applications should consist of a CV and covering letter and be sent to: UCLaccommodation@mrgpeople.co.uk
52-54 Gracechurch Street London EC3V 0EH Tel 020 3962 9900
111 Piccadilly Manchester M1 2HY Tel 0161 638 0936
mrgpeople.co.uk
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