Job Description

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 xe2x80x93 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 for full duties of the role.Essential CriteriaQualifications

• 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 xe2x80x9ccan doxe2x80x9d style and approach

Skills & Attributes

• Computer literate xe2x80x93 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

Additional InformationFull time
Open EndedThe closing date for applications is midnight on Sunday 25 May 2025.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.About UsAbout the DirectorateAccommodation Services sits within the Commercial Services DirectorateOur VisionWe 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 Universityxe2x80x99s 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 xc2xa311m 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 Universityxe2x80x99s accommodation.We want to be recognised as a team that does the right thing, makes things happen and others want to work with.The UniversityThe 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. Driven by our mission to be the difference, we are addressing real issues, providing solutions, and helping to shape society.The University has more than 17,500 students globally and employs 1,800 staff, with more than 140 nationalities represented within our community. Our campus environment is ranked first in the UK and top 10 in the world, and our sports facilities rank first in the UK and second in the world (International Student Barometer 2024, wave two), reflecting our long-standing designation as Scotlandxe2x80x99s University for Sporting Excellence.We were shortlisted for University of the Year 2024 at the Times Higher Education Awards and are proud holders of a Silver institutional award from the Athena Swan Charter, in recognition of our commitment to advancing gender equality. We have an overall five-star rating in the QS Stars University Ratings and are ranked top 30 in the UK for postgraduate teaching and learning (Postgraduate Taught Experience Survey 2024). In recognition of our excellence in business education, we are accredited by AACSB International.Eighty-seven per cent of our research has an outstanding or very considerable impact on society, with more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021), and we are ranked among the top 100 institutions in the world for our contribution to meeting 10 of the 17 UN Sustainable Development Goals. We have twice been recognised with a Queen's Anniversary Prize; for our Institute for Social Marketing and Health (2014) and our Institute of Aquaculture (2019).Alongside partners, the University spearheads the xc2xa3214 million Stirling and Clackmannanshire City Region Deal xe2x80x93 which will deliver three major University-led projects: the National Aquaculture Technology and Innovation Hub, Scotlandxe2x80x99s International Environment Centre, and the Intergenerational Living Innovation Hub. We are also a central partner in the Forth Valley University College Health Partnership.Available documents

University of Stirling