Customer Care
• Develop and maintain relationships with the University/College. • Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers’ expectations and service levels, and in line with the National Code
of Standards and Liberty Living’s own procedures. • Provide pastoral care and support to residents. • Manage all customer and parent complaints. • Provide mediation support during disputes between customers.
• Be fully conversant with the residences’ Mental Health awareness protocols; be able to direct students to specialist resources and be able to deal with emergency situations if they arise. • Assist with the coordination of Student Experience events. • Manage the client move-in and client move-out process to provide a smooth transition for the client whilst ensuring all administrative, operational and financial aspects are completed to a high standard. Under the direction of the OM and with assistance from your HR Representative, where appropriate: • Manage the team in all aspects from coordinating recruitment, performance management, communication and employee relations within the guidelines defined by HR in line with employment legislation. • Keep HR, the OM and the ROM advised of all recruitment requirements. • Introduce and maintain high levels of team spirit and be a team player. • Ensure that there is effective delegation to meet the needs of the clients and the operation. • Establish regular communication with the team including individual performance reviews and team meetings. • Manage holiday requests ensuring adequate cover for the residence at all times. • Ensure that holiday requests are recorded via the appropriate HR on-line portal, providing appropriate training to their team to allow self-sufficiency in requesting and maintaining their holiday records. • Ensuring that all sickness and other absence is reported immediately to HR. • Manage poor performance and absence management in line with HR procedures and guidelines. • Where appropriate, manage a team of resident Student Advisers who provide pastoral care and operational services for the residence. Team Management
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