Student Experience ResLife Team Leader

We have an exciting opportunity to work within our Higher education client based in Uxbridge.

Job title: Student Experience Team Leader.

Duration: 1 year (Temporary)

Hours: 35 hours per week

Pay: £18.08

To supervise the successful operation of the Student Living Student Services Team by providing a Student/Customer excellence culture for all our residents and wide-ranging high-level administrative support for the Student Living Department, leading to achievement of our University Community 2030 vision. The role of the Student Experience & ResLife Team Leader is vital in co-ordinating all services and resource. This includes the day-to-day leadership of (not limited to) the Student Living reception, call centre, emails, chat, concerns from students and complaints. This role will support and advise the Student/Customer Service teams to deliver exceptional Student/Customer experience, maintain high levels of Student/Customer service, and evolve the Student/Customer journey. The post holder will deliver effective leadership and motivation, whilst supervising the daily KPI's. The role will provide administration resource as well as meeting the support requirements of the Student Living Department. This will include administrative support to the Head of Student Living. The work involves close liaison with the Student Living Management teams alongside all the Student Living staff and all University stakeholders. In particular, the process of effective room allocation reporting year-round and allocations during the summer business. This role is also responsibility for leading the ResLife Ambassadors, by initiating and maintaining positive, cooperative relationships with Students, internal colleagues and other university professional services. The role holder will have a sound understanding of student related policies, procedures and processes. Understanding the 2 service needs of students in university residential accommodation is critical. The ability to communicate with people from a range of cultures and backgrounds is essential, as are excellent IT, organisational and team-player skills. The post holder will work closely with the University Student Support Services, Students Union and University of Security to ensure an integrated approach to the provision of first line welfare support, pastoral care and effective referral of disciplinary matters to the appropriate Student Living and University authorities. The post-holder will be responsible for a range of routine and project-based activities across the student life cycle as well as helping to create a positive Student Living experience for resident Students. This will include setting service standards for internal and external teams and monitoring performance to ensure these are met. Student Living operates on a 24/7 basis, 365 days of the year. The post holder will be required to be flexible in their working patterns, working different shifts which include, early, late and weekend shifts, scheduled in a rota, to ensure all Student/Customers and students are able to access services and support on a 24/7 basis.

This is a multi-tasking role and the Student/Customer Service Team Leader is expected to work unsupervised ensuring the effective delivery of the front of house service whilst adopting a 'Student/Customer First' attitude. * Assist the Student/Customer Service Manager and Head of Student Living in coordinating resource and workflow requirements in order to ensure the service delivers an exceptional and consistent service standard throughout the year. * Co-ordinate a large and variable daily workload, delegating tasks, monitoring performance and reprioritising where necessary. Co-ordinating emails, online chat, counter and telephone contacts. * Co-ordinate, create, monitor and adapt the Student/Customer Service Team rotas ensuring peak periods and identifying gaps in short term resource planning. * Provide day to day support for the Student/Customer Service Team, ResLife Ambassadors and temporary staff. Ensuring the Student/Customer Service Team provides a professional and welcoming reception service whilst adopting a 'Student/Customer First' attitude. * To assist and lead on student conduct matters using negotiation, mediation and resolution action to resolve issues to the satisfaction of all parties in an informal manner where possible. * To implement relevant processes in relation to residential students disciplinary cases. This will include investigation and hearing of cases. To liaise with Student Living and University teams over Student Living issues e.g. damage, disruptions to services. * To support the Service Delivery and Compliance Managers in the development and implementation of an effective incident reporting mechanism to ensure accurate records are kept of all student incidents, whilst making sure all data protection guidelines are met.

Experience:

Proven experience of working in a supervisory Student/Customer service administrative role, either in the public or private sector and a broad knowledge of administrative procedures Proven experience with Microsoft Office applications (Word, Excel, Power point) the Internet, email and with an ability to learn about new systems as required Proven experience of working in a busy office environment delivering high quality Student/Customer service in a busy environment completing tasks to tight deadline

General financial management experience Extensive senior level administrative experience Experience of managing and supervising staff Experience of managing budgets, and financial

If you would like to hear more about the role please apply. We will contact all shortlisted candidates.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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