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.
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