• 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
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