Faculty/Administrative/Service Department s6

Post Details Last Updated: 21/08/2017 Faculty/Administrative/Service Accommodation Services Department Job Title Residence Facilities Coordinator (Maternity Cover) Job Family Professional Services Job Level 2B Responsible to Residences Facilities Manager Responsible for (Staff) N/A Job Purpose Statement

To provide a comprehensive customer-focused support to University owned or managed properties, to our students, staff and external suppliers. The post holder will ensure a positive impression of our properties, working as part of team to ensure they are well maintained and supporting work to continually improve both the properties and the processes undertaken to support them. You will work alongside our key stakeholders, including our Estates and Facilities Department, ensuring a positive and coordinated experience for all our customers. Key Responsibilities This document is not designed to be a list of all tasks undertaken but an outline record of the main responsibilities (5 to 8 maximum) 1. Provide a professional, customer focused service to all customers and stakeholders. Proactively seek feedback from customers and suggest improvements, both within the department and to other stakeholders. 2. Ensure our properties and their fixtures and fittings, give a positive first impression, are well maintained and meet statutory and local sector and/or scheme requirements. 3. Undertake administration in support of our properties in a timely fashion, ensuring all records are up to date and held accurately. Including being part of the team that develops and oversees our annual multi-million pound refurbishment programme. 4. Provide information and advice to all customers and stakeholders, ensuring timely feedback on queries relating to accommodation. 5. Ensure properties owned or managed by us meet the standards required, including their fixtures and fittings, undertaking regular inspections and checking all relevant documentation as necessary. 6. Proactively manage generic email accounts, to ensure messages are responded to in a timely fashion, identifying trends of information required and proactive communications are undertaken. 7. Undertake visits to properties: to investigate customer complaints, to carry out risk assessments, to monitor the condition of the property and to provide guidance on refurbishment works. Ensuring any issues identified are logged and follow-up action taken. 8. Undertake project based work as directed by line manager / provide support as required to aid the overall work of Accommodation Services N.B. The above list is not exhaustive. All staff are expected to:  Positively support equality of opportunity and equity of treatment to colleagues and students in accordance with the University of Surrey Equal Opportunities Policy.  Work to achieve the aims of our Environmental Policy and promote awareness to colleagues and students.  Follow University/departmental policies and working practices in ensuring that no breaches of information security result from their actions.  Ensure they are aware of and abide by all relevant University Regulations and Policies relevant to the role.  Undertake such other duties within the scope of the post as may be requested by your Manager.  Work supportively with colleagues, operating in a collegiate manner at all times. Help maintain a safe working environment by:  Attending training in Health and Safety requirements as necessary, both on appointment and as changes in duties and techniques demand.  Following local codes of safe working practices and the University of Surrey Health and Safety Policy. Elements of the Role This section outlines some of the key elements of the role, which allow this role to be evaluated within the University’s structure. It provides an overview of what is expected from the post holder in the day-to-day operation of the role. Planning and Organising  The postholder will have scope to plan their day to day work, dealing with any conflicting priorities that occur, whilst working within the annual cycle of the department.  The job role requires advance planning and organisation to the appropriate level with reference to the full annual residential cycle and in conjunction with all key internal and external stakeholders. Problem Solving and Decision Making  The post holder will normally work within well-established policies and procedures. In the scope of the role the post holder will receive a range of queries requests and instructions from students, University staff, contractors and others including parents where the most appropriate course of action will derive from informed choice, influenced by prior experience or discussion with colleagues if required.  Most work will take place in within well-defined procedures and the post holder will reference and apply established policies and procedures to achieve an outcome. In some cases the post holder will experience more unusual queries or issues where there is no formal guidance and in these instances the post holder is required to interpret past precedents and apply their judgement to determine the appropriate course of action, or to seek guidance from more senior colleagues.  The post holder will have the freedom to organise their daily individual work tasks as appropriate and is expected to demonstrate initiative in the arrangement of immediate work priorities in order to meet any deadlines. Where deadlines are in jeopardy, assistance is required to resolve problems or guidance to reach an appropriate decision the post holder should consult with colleagues and/or escalate to their line manager as appropriate. Continuous Improvement  The post holder will be expected to identify insufficiencies and suggest improvements and recommend change where necessary in operational areas, implementing them with the guidance of their line manager.

Accountability  The post holder will be expected to deal with day to day issues with minimal supervision. The scope for decision making in most areas is modelled by existing policies and procedures, but the varied nature of the activities means that some problems will require a higher degree of creative thinking and flexibility to solve. The post holder will also be expected to interpret policies when appropriate to improve outcomes. More complex cases should be referred so appropriate support can be given.  Failure to address problems correctly, or to escalate at the correct time, can impact the experience of residents. In exceptional cases this can lead to reputational damage or the possible breach of legislative requirements. Dimensions of the role Dimensions describe the statistics relevant to the job. Where relevant, you should cover the operational, financial or staffing aspects of the role. Relevant factual, quantitative information that describes the scope of the role, e.g. number of staff directly/indirectly reporting to them, financial aspects (budgets, contract, cash handling etc. and approximate figures), approximate number and type of student/customers the job affects directly/indirectly should be given.  Accommodation Services manages over 5,500 bedspaces across three campuses and within the residential areas of Guildford, and the postholder will be expected to have involvement within all these locations.  The role will deal with students staff and visitors from across the University together with key external organisations, requiring them to be responsible for acquiring a good working knowledge of University structures, the residential cycle and policies and processes applicable to all residents.

Supplementary Information  Internal E&FM team and the Housing Association will be key in providing the positive service required from this role.

Person Specification This section describes the sum total of knowledge, experience & competence required by the post holder that is necessary for standard acceptable performance in carrying out this role.

Qualifications and Professional Memberships

Degree level, HND, NVQ 4 or equivalent in relevant subject/relevant formal training, plus a experience E in similar or related roles

Or: Broad vocational experience, acquired through a combination of job-related vocational training and considerable on-the-job experience, demonstrating development through involvement in a series of progressively more demanding relevant work/roles

Technical Competencies (Experience and Knowledge) This section contains the level of Essential/ Level competency required to carry out the role (please refer to the Competency Framework for clarification where Desirable 1-3 needed and the Job Matching Guidance).

Experience of providing excellent customer support E 2 Excellent organisational skills, including attention to detail and the ability to multi task E 2 Good IT skills, with the ability to use all standard packages and the ability to learn new E 2 software Experience of working in facilities / property management in a customer facing role E 1 Ability to work independently and to be self-lead E 1 Experience of managing residential facilities / properties, dealing with a diverse portfolio D n/a Experience of working within the Higher Education sector D n/a

Special Requirements: Essential/ Desirable

Flexible approach to work and working hours, willingness to work out of hours as required and to act as E the ‘out of hours’ contact for site emergencies

Core Competencies This section contains the level of competency required to carry out this role. (Please refer to the Level competency framework for clarification where needed). n/a (not applicable) should be placed, where the competency is not a 1-3 requirement of the grade.

Communication 2 Adaptability / Flexibility 2 Customer/Client service and support 3 Planning and Organising 3 Continuous Improvement 2 Problem Solving and Decision Making Skills 2 Managing and Developing Performance 1 Creative and Analytical Thinking 1 Influencing, Persuasion and Negotiation Skills 1 Strategic Thinking & Leadership n/a

This Job Purpose reflects the core activities of the post. As the Department/Faculty and the post holder develop, there will inevitably be some changes to the duties for which the post is responsible, and possibly to the emphasis of the post itself. The University expects that the post holder will recognise this and will adopt a flexible approach to work. This could include undertaking relevant training where necessary.

Should significant changes to the Job Purpose become necessary, the post holder will be consulted and the changes reflected in a revised Job Purpose. Organisational/Departmental Information & Key Relationships Background Information Accommodation Services are committed to ensuring all residents receive an excellent level of service and to positively respond to feedback. We ensure students staff and visitors to the University are accommodated within, or provided guidance on finding, safe secure accommodation across a range of budgets. The Department aims to provide a friendly and approachable service, actively listening to our customers and working with them to offer a service based on mutual respect and understanding. We apply the University’s allocation policy fairly and consistently and work with all the appropriate University departments to promote a positive living environment. Our service includes providing trustworthy and impartial advice on private sector accommodation. Department Structure Chart Relationships Internal  The full team within Accommodation Services including reception staff, allocation team, finance etc.  E&FM in relation to maintenance, refurbishment works and cleaning  Residents including Students, Staff and Visitors, and Parents or other representatives on their behalf.  In relation to residential welfare matters Wardens, Mentors and the Students’ Union.  Security, Health & Safety, IT/ResNet, Academic Departments. External  Building / maintenance contractors and related suppliers.  Housing Associations – TVHA, A2 Dominion.