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Accommodation Officer

3 months ago

Cardiff, Cardiff, United Kingdom Celtic English Academy Full time

Job Title:
Accommodation Officer

Department:
Operations

Reports to:
Assistant Operations Manager

£21,255.00 Per Annum

37.5 Hours per week Monday to Friday (Occasional work outside of these days if on call or emergency)

Purpose of the post


The Accommodation Officer is a key student services role requiring excellent administrative and customer service skills and a high cultural awareness ability.

The role is line-managed by the Assistant Operations Manager and part of the Operations department.


The Accommodation Officer supports the Assistant Operations Manager with various administrative tasks related to homestay accommodation (processing new hosts, filing documents and maintaining the database, carrying out revisits, etc.).

They coordinate the residence accommodation in terms of cleaning rota, training and supervising of the cleaning staff, maintenance and stock (kitchen packs, cleaning supplies and equipment, linen, etc.) and weekend kitchen/room checks.


Key Responsibilities

  • Accommodation related administration, including maintaining the system database.
  • Maintaining records for homestay providers (i.e. reviewing Gas Safety certificates and DBS checks)
  • Revisiting Homestay providers in their homes.
  • Providing support in the recruitment of new homestay providers using social media and inperson recruitment techniques, responding to homestay applicants and conducting homestay visits
  • Providing cover for the

Assistant Operations Manager:

placing students with appropriately matched providers, sending confirmation and regular communication to all parties, following correct procedures for placing under 18s into accommodation, etc.


  • Maintaining good relationships with homestay providers.
  • Recording any student complaints and reporting them to the Assistant Operations Manager.
  • Assisting in the monitoring of the quality of Homestay accommodation, ensuring compliance with the British Council Accreditation UK in relation to homestay provision.
  • Working with the Operations team and Groups Manager to handle group homestay placements, administration, and student collection on arrival.
  • Supervising residence checkins and checkouts.
  • Supervising the cleaners, scheduling the cleaning rota and checking that the quality of the cleaning meets the standards.
  • Making sure that everything that is provided by the school in the residence works and is in good condition.
  • Report any building maintenance issues to the Maintenance Supervisor in the residence.
  • Regularly check the stocks of linen, kitchen packs, etc.
  • Carrying out kitchen/room checks and recording anything that doesn't meet the standards.
  • Being the first point of contact for the students staying in the residence once they have been allocated a room.
  • Providing Operations department cover whilst other staff are on annual leave.

Welfare and Safeguarding

  • Upholding the Academy's Health and Safety policy
  • Following correct welfare policy and procedures, including the safeguarding of under 18s.

This includes but is not limited to:

  • Ensuring safer recruitment practices are being followed.
  • Ensuring that the Safeguarding policy is known to all adults related to the school (including homestay providers and taxi drivers)
  • Following regular Prevent and Safeguarding training.

Operations Service Level Agreement


The Operations Department is responsible for keeping the Academy running efficiently by performing day-to-day operational activities, including student support, as well as ensuring that our systems, processes and customer service standards are consistently high.

The Operations Department is usually the students' first point of contact once they arrive in the UK/at the Academy. They are also often the last point of contact upon departure.

The Operations department will promise to:

General

  • Respond to student queries within 30 mins when on rota for MessageBird enquiries.
  • Respond to ETO's booking enquiries within 24 hours and group proposal enquiries within 48 hours (in coordination with the Groups Manager).
  • Process all bookings within 24 hours (direct or ETO).
  • Reception duties including daily student support and customer service communications inperson, according to 4.
  • Ensure the Fidelo system is accurate, complete and updated on a weekly basis, by every Wednesday, except for under 18 students which must be updated on Mondays.
  • Provide all office staff with a weekly list of starters, continuers and leavers every Wednesday or Thursday at the latest.
  • Handling customer complaints/feedback:
  • Respond to customer complaint/feedback within 24 hours
  • Followup with relevant stakeholders and resolve within 72 hours, if resolvable.
  • If escalated to Senior Management, carry out investigation within 1 week and report back to the customer on the outcome (resolution/or future consideration)
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12. Provide a departmental summary, and any supporting documents required, 2 days prior to any