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.
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