Accommodation Operations Assistant (Night Shift)

Job Description

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
• To 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
• To ensure that a full handover is provided to Accommodation Operation Assistants (and if appropriate to the Accommodation Operations Manager and/or Accommodation Operations Supervisor) at shift changeover times, highlighting outstanding actions and issues that have arisen during shift
• To follow procedures as outlined and provided in the University’s Emergency Folder in the event of an emergency
• To undertake the role of Fire Officer within the property. This includes responding to fire alarms within the cluster group, undertaking investigations in line with University procedures and providing accurate information to relevant parties. To ensure safe and timely evacuation of residents and to liaise with the fire service in regards to any students requiring immediate assistance (i.e. those with a walking disability or those within disabled refuges). When instructed to do so, to undertake a full reset of alarm systems and relevant other equipment (such as magnetic locking systems, but not limited to)
• To take delivery and receipt of items of mail on behalf of residents
• To assist the Accommodation Operations Manager and the Accommodation Operations Supervisor in undertaking property inspections and keeping appropriate records of inspections to ensure all properties are compliant with health and safety guidelines

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