Student Experience and ResLife Team Leader Candidate Information Pack
Contents Executive Summary
3
Brunel University 2030 4
Purpose of The Role 5
Job Description
6
University Policy on the Employment of Staff 9
Person Specification
12
How to Apply
14
Executive Summary Brunel University London is a global university, dedicated to providing teaching and research relevant to the needs of industry and society, and ensuring the UK has the knowledge base it needs to compete on the world stage. Since 1966 Brunel has championed innovation and advancement, pioneering new degrees, and giving students the academic education, professional and personal skills they need to succeed in their future. We offer degree programmes in everything from anthropology to aerospace engineering; and business management to healthcare science. In recent years the University has invested more than £400 million into a campus redevelopment programme and now possesses an impressive range of modern, state-of-the-art facilities to support the activities of a diverse population of over 13,000 students and approximately 2,500 staff. It is also progressing plans for a new £50M Learning & Teaching Centre. The Student Living Experience services encompass all elements of the student residential journey and summer conference business, from arrival to departure, with specialist support such as first response to Health and Safety, Wellbeing, Pastoral Care, Welfare, Compliance and Complaints. It also works in partnership with numerous other stakeholders, internal and external, to ensure that there is a seamless approach to the service experience. With over 4300 students living within our residences, the Student Experience and Reslife Team delivers excellent customer service ensuring an excellent and equitable experience for all.
Brunel University London 2030 A university for a changing world
When Brunel was awarded its Royal Charter in 1966 we were given a distinct purpose and an incredible opportunity. The campus was to be the home of technological education, championing innovation and advancement, and giving the UK the knowledge base it needed to compete on the international stage. We conceived a brand of education, and later research, which was overwhelmingly geared towards the needs of industry and, echoing the spirit and vision of our namesake Isambard Kingdom Brunel, we did so with flair and rigour. Our ambition was to equip students for the world of work and to address society’s challenges on a global scale. The challenges have changed, but our aims are as innovative and ambitious as they always were – to develop research and educational programmes informed by, and tailor-made for, those who benefit; and to give students the academic education and personal skills needed to become a success in the real world. This publication identifies five distinct areas of focus – each of which underpins our vision until 2030. It recognises the values upon which Brunel’s success is founded. And, though our strategy as educators and innovators will change in the intervening years, these goals, values and vision will remain at the heart of everything we do and the driving force behind our future achievements, ensuring Brunel continues to meet the needs of a changing world until 2030 and beyond. The Brunel Vision 2020 can be viewed at https://www.brunel.ac.uk/about/brunel-2030/ docs/Brunel-Vision-2030.pdf
Job Description
Position: Student Experience and ResLife Team Leader. Directorate/College/ Institute: Commercial Services – Student Living Contract type: Full Time / Permanent - 5/7 Accountable to: Student Experience and ResLife Manager Reports: Student Experience Advisors and Lead ResLife Ambassadors Internal stakeholders: Students and staff within the Student Living and Commercial Service Department(s), colleges and the wider Brunel University London (Including but not limited to; HR, Finance, Conference Office, Student Centre, Quality & Standards, Marketing, Students Union, Welfare services, Health and Safety, Registry, Estates) External stakeholders: Including but not limited to; Professional bodies and suppliers, conference business, external stakeholders Main Job Purpose: To supervise the successful operation of the Student Living Student Services Team by providing a Student/Customer excellence culture for all our residents and wide-ranging high level
This role will support and advise the Student/ Customer Service teams to deliver exceptional Student/Customer experience, maintain high levels of Student/Customer service, and evolve the Student/Customer journey. The post holder will deliver effective leadership and motivation, whilst supervising the daily KPI’s. The role of the Student/Student/Customer Service Experience Team Leader will provide administration resource as well as meeting the support requirements of the Student Living Department. This will include administrative support to the Head of Student Living. The work involves close liaison with the Student Living Management teams alongside all the Student Living staff and all University stakeholders. In particular, the process of effective room allocation reporting year-round and allocations during the summer business. This role is also responsibility for leading the ResLife Ambassadors, by initiating and maintaining positive, co-operative relationships with Students, internal colleagues and other university professional services. The role holder will have a sound understanding of student related policies, procedures and processes. Understanding the service needs of students in university residential accommodation is critical. The ability to communicate with people from a range of cultures and backgrounds is essential, as are excellent IT, organisational and team-player skills.
administrative support for the Student Living Department, leading to achievement of our University Community 2030 vision. The role of Student/Customer Service Experience Team Leader is vital in co-ordinating all services and resource. This includes the day-to-day leadership of (not limited to) the Student Living reception, call centre, emails, chat, concerns from students and complaints.
The post holder will work closely with the University Student Support Services, Students Union and University of Brunel Security to ensure an integrated approach to the provision of first line welfare support, pastoral care and effective referral of disciplinary matters to the appropriate Student Living and University authorities. The post-holder will be responsible for a range of routine and project-based activities across the student life cycle as well as helping to create a positive Student Living experience for resident Students. This will include setting service standards for internal and external teams and monitoring performance to ensure these are met. Student Living operates on a 24/7 basis, 365 days of the year. The post holder will be required to be flexible in their working patterns, working different shifts which include, early, late and weekend shifts, scheduled in a rota, to ensure all Student/Customers and students are able to access services and support on a 24/7 basis. Main Statement of responsibilities: • This is a multi-tasking role and the Student/ Customer Service Team Leader is expected to work unsupervised ensuring the effective delivery of the front of house service whilst adopting a ‘Student/Customer First’ attitude. • Assist the Student/Customer Service Manager and Head of Student Living in coordinating resource and workflow requirements in order to ensure the service delivers an exceptional and consistent service standard throughout the year. • Co-ordinate a large and variable daily workload, delegating tasks, monitoring performance and re-prioritising where necessary. Co-ordinating emails, online chat, counter and telephone contacts. • Co-ordinate, create, monitor and adapt the Student/Customer Service Team rotas ensuring peak periods and identifying gaps in short term resource planning. • Provide day to day support for the Student/Customer Service Team, ResLife Ambassadors and temporary staff. Ensuring the Student/Customer Service Team provides a professional and welcoming reception service whilst adopting a ‘Student/Customer First’ attitude.
• To assist and lead on student conduct matters using negotiation, mediation and resolution action to resolve issues to the satisfaction of all parties in an informal manner where possible. • To implement relevant processes in relation to residential students disciplinary cases. This will include investigation and hearing of cases. To liaise with Student Living and University teams over Student Living issues e.g. damage, disruptions to services. • To support the Service Delivery and Compliance Managers in the development and implementation of an effective incident reporting mechanism to ensure accurate records are kept of all student incidents, whilst making sure all data protection guidelines are met. • Liaise with relevant stakeholders to manage the involvement of the ResLife Ambassadors Services at University Open days, including visitor days and ad-hoc drop in days. • To lead on all administration for the recruitment, selection, induction, training and support of ResLife Ambassadors and other paid staff. • Co-ordinate, create, monitor and adapt the ResLife Ambassadors Team rotas ensuring peak periods and identifying gaps in short term resource planning. • Provide day to day support ensuring the ResLife ambassadors Team provides a professional and welcoming reception service whilst adopting a ‘Student/ Customer First’ attitude. • Making decisions to resolve enquiries and applying own judgement when to escalate to a senior member of the team for a timely and satisfactory solution. • •Producing case notes for more specific enquiries and suggestions for improvement to the service. • Day to day responsibility for ensuring the Student Living Student/Customer Service Team deal with a high volume of contacts to the office whilst ensuring excellent Student/Customer care is provided and that queries/responses are recorded using in-house software and within SLA’s.
• Day to day responsibility for ensuring that complaints from a variety of Student/ Customers are promptly acknowledged and are dealt with using tact and diplomacy, escalating to the Student Living management team / Head of Student Living where necessary • Support the Student/Customer Service Manager and Head of Student Living with implementing operational changes, utilising best practice and new technologies and tailoring services offered to meet the changing needs of our Student/Customers. • Supervise the Student/Customer Service Assistants, ensuring appropriate methods of communication are used and handled, when required, with the correct level of sensitivity. • Ensuring the Student Living Student/ Customer Service Advisors are compliant, up to date and trained on relevant procedures and policies. • Manage the production and publication of Student/Customer focused documentation and online question and answer centre. • Day to day responsibility for ensuring administrative tasks within the Student Living Student/Customer Service Co- ordinator team are processed, including filing documentation, PC set-up, conduct letters, raising orders, processing fines and payments. • Day to day responsibility for ensuring the reception security is monitored and the Student Living Student/Customer Service Advisors follow the key issue responsibility procedures at all times. • Establish and manage an accurate room booking system for Student Living Operational Services meeting rooms. • Establish and manage accurate training and attendance records. • Be responsible for ensuring that the appropriate qualitative and quantitative data is collected as requested by the Student Living Management team / Head of Student Living. • Support and identify Student/Customer
Service Team training requirements, delivering and participating with training sessions where necessary in order that service performance and personal development objectives are met. Supervise the team using the IiP framework. • Directly line manage Student/Customer Service Assistants and Lead ResLife Ambassadors staff, carrying out performance development reviews and job chats as required. • Work collaboratively with current and emerging Student Living services for students, to develop an annually reviewed programme of reports and responsive information in regards the ResLife Ambassadors and take ownership of that programme to delivery and evaluation. • Actively contribute a sense of community across Student Living with a central point of contact in respect of support, guidance, engagement and signposting to other stakeholders’ support networks. • Maintaining and developing methods to obtain feedback and assess residents’ opinion and satisfaction, and to produce and monitor plans to respond to feedback utilising social media channels. • Contribute to the new starter induction plans and training schedules. • Support and attend meetings, conferences and network opportunities applicable to the role. • Lead, contribute and participate in daily team briefings and team cascades as required • Be prepared on a few occasions during busy operational periods to work outside normal office working hours. • Be prepared to plan annual leave outside peak operational periods (i.e. beginning of June and September). • To carry out duties in a resource efficient way, minimising impacts to the environment wherever possible. • To undertake other duties not specifically stated above, which from time to time are necessary for the effective performance of the service resources without altering the
Effective Behaviours • Timeliness
nature or level of responsibility involved. • Attend regular training sessions and demonstrate a commitment to continuing professional development to support the University and the department. • Participate in the Student Living Operational Services action and business plans for retaining UUK and Investors in People accreditation. Engage and empower the team to identify actions needed in line with these frameworks. • Continually review and develop procedures in line with the post and make recommendations to Managers for changes to gain improvement of efficiency. • Assist in preparations for student Welcome Weekend and semester changeover, including the preparation of keys, welcome packs, programming fobs and liaising with other sites as necessary. Attend Welcome Weekend to welcome new students and provide an efficient intake. • Support University student recruitment through accommodation viewings, showing prospective students flats on Open Days and providing support on the information stands or face to face as required. • Cover for Student Living Student/ Customer Service staff (s) in their absence as appropriate. • Raise purchase orders and receipt goods using CHIME. • Handle maintenance enquiries reported to Student/Customer Services, liaising with contractors as required and operating computerised maintenance reporting systems. • Handle student behaviour reports from management, liaising with managers, attending meetings and taking note during investigations meetings, writing letters or emails as required. • As a member of our Professional staff you will be expected to demonstrate a commitment to the professional behaviours set out in the Brunel University London terms and conditions of employment for the grade.
• Meeting Deadlines • Communication and Networking • Networking group across colleges • Ability to negotiate and influence • Ability to plan and organise own workload • Ability to adapt a flexible approach
to the demands of a busy college/ department in order to accommodate changes in priorities when required
1. Undertake any other reasonable duties as required and commensurate with the grade of post. 2. Adhere to and comply with the provisions of the Data Protection Act and the Health and Safety at Work Act in accordance with University policies. 3. Undertake all duties and responsibilities in compliance with the rules and regulations encompassing equal opportunities to help foster a diverse workforce. 4. Adhere, comply and work in accordance with University and Departmental policies, procedures and codes of conduct. 5. Promote the University’s Environmental Policy and demonstrate commitment to it through actions and decision making. 6. Actively participate in on-going professional development activities as requested. University Employment Policy:
Annual Report on Widening Participation and Outreach (WP&O) | 2013–14 Person Specification / Competencies Disabled applicants meeting the Essential criteria will be guaranteed an interview as part of the University’s commitment to the Disability Confident Scheme.
E D
Attributes
Criteria
Education, qualifications & training
University Undergraduate Degree or Candidates without a first degree should be able to demonstrate management and supervisory transferable skills Have a good general level of education, to GCSE level C or above in English and Maths or equivalent experience in a similar role Evidence of relevant professional experience and ongoing development Proven experience of working in a supervisory Student/ Customer service administrative role, either in the public or private sector and a broad knowledge of administrative procedures Proven experience with Microsoft Office applications (Word, Excel, Power point) the Internet, email and with an ability to learn about new systems as required Proven experience of working in a busy office environment delivering high quality Student/Customer service in a busy environment completing tasks to tight deadline and working without supervision Experience of Higher Education administration General financial management experience Extensive senior level administrative experience Experience of managing and supervising staff Experience of managing budgets, and financial targets
X
X
X
Experience
X
X
X
X
X X X X
12
surrey.ac.uk
Knowledge, skills and abilities
Can demonstrate knowledge of Student/Customer service best practices Excellent organisational, delegating, prioritising planning and time management skills. General awareness of an HE Environment General knowledge of administrative procedures in a large organisational setting Be able to support the team by role modelling and coaching to handle various Student/Customer queries, difficult situations and resolve complaints effectively, referring to management where necessary Ability to effectively manage conflicting priorities, plan and prioritise workload. Be flexible with a willingness to embrace change. Ability to own and develop creative approaches to problem solving. Decisive, quick thinking with an adaptable approach to work. High level of IT literacy and ability to use IT services to improve Student/Customer interaction, as defined above. Ability to work as part of a team and independently, using own initiative. Ability to deal sensitively with confidential matters concerning staff and students. Ability to co-ordinate and motivate and administrative team, where members have a high degree of individual responsibility and autonomy Ability to work with staff at all levels. Ability to work effectively and calmly when working to tight/ conflicting deadlines. Flexibility and willingness to work beyond normal office hours as required A smart and professional appearance whilst wearing the uniform provided. Satisfy the requirements of DBS (Disclosure and Barring Clearance) To support the Department’s 24/7 operation a high degree of flexibility in hours of work and attitude to work which will be required
X
X
X
X
X
X
X X
X X
X
4. Skills & Abilities
X
X
X X
X
X
X
X
68 King William Street London EC4N 7DZ Tel 020 7959 2200 www.mrgpeople.co.uk Why join Brunel? Our staff members are integral to our reputation and our students’ university experience. We offer a variety of benefits, activities and development opportunities to ensure you excel in your role and enjoy your time working with us. We believe our vibrant and attractive campus environment, excellent benefits, development opportunities, and campus activities, provide a great place to work and nurture a desired work/life balance. We are located in Uxbridge, West London which is easily commutable from London, Heathrow and the surrounding areas with tube, train and bus links as well as being easily accessed by car via the M4, M40, and M25. Benefits includes: • Generous annual leave entitlement: • (30 days annual leave + 8 bank holidays + University closure days) • Excellent pension scheme • Private Healthcare Scheme available • The opportunity for flexible working Further information on the benefits of working at Brunel can be viewed at https://www.brunel.ac.uk/about/jobs/home How to apply The University is being supported on this recruitment campaign by the search consultancy The Management Recruitment Group. To arrange a confidential briefing conversation please contact our advisors Hayley Mintern (hayley.mintern@mrgpeople.co.uk) and Anna Kacprzak (anna.kacprzak@mrgpeople.co.uk) of The Manage- ment Recruitment Group on 020 3692 9900. Applications should consist of a comprehensive CV (of not more than 4 pages) and a covering letter (of not more than 2 pages). Applications should be sent to hayley.mintern@mrgpeople.co.uk and anna.kacprzak@mrgpeople.co.uk The closing date for applications is 29th July 2022. Equality & Diversity Brunel University London values inclusiveness and confirms its continuing commitment to the principles of equality and diversity in employment, admissions, and in its teaching, learning and research activities.
Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14Made with FlippingBook - Online catalogs