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*2 positions available*
Full time
Open Ended
The closing date for applications is midnight on Sunday 10 March 2024.
There is an expectation that work will be undertaken in the UK.
This role will require a Basic Disclosure check. An offer of employment will be subject to a satisfactory outcome of this process.
This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.
The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.
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 7am – 7pm, 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
- Computer literate – minimum of email and Microsoft packages such as word/excel
- 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
About the Directorate
Accommodation Services sits within the Commercial Services Directorate
Our Vision
We will deliver to our students, University colleagues and commercial customers an inspired service that has their needs at its core, significantly contributing to the reputation and financial growth of the University.
By:
- Delivering outstanding customer service and support
- Our commitment to staff engagement and development to deliver and embrace the University’s Strategic Plan
- Maximising the quality of products, services, events and facilities
- Optimising return on all space during and out-with semester
- Enhancing the profile and reputation of the University of Stirling
- Prioritising the allocation of accommodation to support the University recruitment priorities
- Fostering a living environment conducive to successful study; respecting the cultural diversity of the of our community and supporting our students, encouraging respectfulness and positive citizenship.
The Accommodation Services team are student facing and responsible for the management of over 2,500 student rooms let to Undergraduate and Postgraduate students. Accommodation Services delivers circa £11m through student rent. We have a key role in student recruitment and retention. The team provides 24/7 support and consists of over 100 staff who work with students every day. In the summer months the team deliver excellent customer service to paying guests using the University’s accommodation.
We want to be recognised as a team that does the right thing, makes things happen and others want to work with.
The University
The University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe – addressing real issues, providing solutions, and helping to shape society. Stirling is 4th in Scotland and 43rd in the UK for research impact, with 87% of its research having an outstanding or very considerable impact on society – and more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021).
The University of Stirling is ranked among the top 30 UK universities for student satisfaction (National Student Survey) and top 30 in the UK for postgraduate student experience (Postgraduate Taught Experience Survey), and has an overall five-star rating in the QS Stars University Ratings.
More than 17,000 students study with the University of Stirling globally, with over 140 nationalities represented on its scenic central Scotland campus alone. The University – also home to 1,700 staff – is ranked first in the UK and top three in the world for its campus environment (International Student Barometer 2022, wave two). Ranked first in the UK and top five in the world for its sports facilities (International Student Barometer 2022, wave two), Stirling is Scotland's University for Sporting Excellence. Its world-class facilities provide the perfect training environment for the University’s sports scholars – many of whom compete at the highest level, including at the Olympics and Commonwealth Games – and for students, staff, and the wider community.
The University has twice been recognised with a Queen's Anniversary Prize – the first for its Institute for Social Marketing and Health (2014) and the second for its Institute of Aquaculture (2019).
The University is a signatory to the £214 million Stirling and Clackmannanshire City Region Deal and a central partner of the Forth Valley University College Health Partnership.
www.stir.ac.uk @stiruni
Job Reference: SERV01873
