Accommodation Operations Assistant

2 weeks ago

Stirling, United Kingdom University of Stirling Full time

**Post Details**
Full time
Open Ended

Interviews are scheduled to take place on Monday 05 June 2023.

There is an expectation that work will be undertaken in the UK.

This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.

**The Post**
Based within a cluster team responsible for a number of residences, the role holder will be responsible for managing the building, maintaining a safe and secure environment and providing a responsive customer focussed service. Cover is provided 24 hours a day, 365 days a year. The role holder will require to be flexible and willing to work in other clusters when operational demands require it.

Working as part of a customer facing, operational team the role holder will be required to regularly interact with students and customers to provide information and support to resolve queries. The role holder will also be expected to provide an initial response in terms of pastoral care to those living in the property, resolving issues where possible or signposting students to the relevant student support service.

The role holder will report to and work closely with the Accommodation Operations Manager and will assist in day to day tasks including general administration, accommodation inspections, basic cleaning and maintenance duties, disciplinary and welfare issues.

**Additional Information/Special Conditions**
- Accommodation Operation Assistants work 12 hour shifts, providing cover between the hours of 7pm - 7am, 36 hours per week (Monday to Sunday) 52 weeks of the year.
- A reduced rota is in operation over the Christmas and New Year period; there is a requirement that all Accommodation Operations Assistants volunteer for a minimum of 2 shifts during this period. In the event that not all shifts can be covered by volunteers; members of staff due to be on rota may be required to work.
- Role holders are required to wear a uniform (that will be provided) and have a high standard of personal appearance.
- As the post involves regular manual handling, the role holder should be physically fit to undertake all the duties and responsibilities.
- Staff are asked to work overtime, where possible, during key periods such as student arrivals and departures, open days etc.

**Description of Duties**
- To ensure the security of the buildings, in accordance with University Procedures relating to access
- To undertake regular internal and external patrols of cluster buildings
- To deal promptly with any breaches of security including contacting the relevant emergency service as appropriate
- To act as the initial point of contact for any customer enquiry, either by phone, in person or electronically
- To respond, resolve or refer issues raised by customers in accordance with agreed University procedures and practices
- To issue and receive keys and room access cards, maintaining records and logs in accordance with agreed procedures and practices
- To respond to all incidents and ensure they are followed up by reporting and recording the detail in accordance with agreed procedures and practices
- To work in accordance with customer service standards set by the division and from time to time contribute in the review and development of customer standards in response to customer feedback - provide a check in and check out service to all customers on arrival and departure and prepare relevant reports (arrival information, departure reports, inventory information in relation to damaged items, missing items and any complaints)
- Assist in the preparation of rooms within the buildings in advance of student and customer arrivals
- Process financial transactions, issue receipts and prepare administrative paperwork in accordance with agreed procedures and practices
- Attend and participate in training and development activities relevant to the role

Please see attached Job Description for full duties of the role.

**Essential Criteria** Qualifications**
- Educated to Standard Grade Level or able to demonstrate a comparable level of ability, e.g. through relevant experience
- Full UK Driving Licence

**Knowledge & Experience**
- Suitable, relevant experience of working as part of a team providing excellence in customer care within a front facing, operational role
- Experience of making decisions and using judgement and initiative to solve problems
- Evidence of strong interpersonal skills
- Evidence of being self-motivated with a “can do” style and approach

**Skills & Attributes**
- Evidence of excellent written and verbal communication skills

**Desirable Criteria**
- Qualified First Aider
- Mental Health First Aid
- Experience of using an accommodation booking system
- Experience of working with students
- Knowledge of the University

**About Us**
The role holder will be required to evidence that they can meet the qualities associated with the following behavioural competencies, as detailed within the AUA Competency Framework.
- **Managing self and

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