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
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