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Residences Receptionist
Job Description
Job purpose
To provide the first point of contact to all residents, staff, contractors and visitors presenting to Reception, providing information and advice and co-ordinating/troubleshooting of minor/routine operational problems.
To provide an effective, professional and efficient reception/administrative service for the Residential Support Service. Responsible for delivering a high level of reception/support services to all users at QMUL.
Main duties and responsibilities
• To provide a first point of contact for all customers presenting to reception in France House
• To respond to telephone queries and emails promptly and promote a positive image of QMUL
• To receive and deal with initial all enquires and to refer to appropriate members of staff when enquiry cannot be dealt with directly
• To assist with the issue and receipt of keys and access cards
• To assist in monitoring fire alarms, and door alarms and liaise with QMUL security staff as appropriate
• To report requests following departmental procedures. To input details of request to a computerised system and check the progress of requests when required
• To ensure that efficient filing and communication systems are maintained. To ensure all relevant administrative and computerised records are kept in good order
• To receive and check incoming goods and direct deliveries to the appropriate storage areas
• To report to the Security Manager during office closure periods any emergencies that require immediate attention
To assist in the familiarisation of new staff in the general campus and all reception duties
• To support the team of Residential Assistants who are full-time registered students at QMUL
• To assist new residents in adjusting to their environment.
• To attend meetings regularly as required.
• To support the summer operation as required
• To assist with University Open Days and departmental show rounds throughout the year; this will involve supervising groups
• To assist with Moving in Weekends and Moving out Weekends in September and June plus Pre-Sessional arrivals in the summer and Associate arrivals in January.
• Coordinate initiatives and campaigns which will involve being actively involved in sending out communications to residents and guests and keeping accurate records.
• To assist with checking rooms and communal areas when required and ensuring all records for room checks are kept up to date
• To take an active role in providing a positive image for both the Estates and Facilities department and QMUL to both internal and external customers and colleagues. This will necessitate a commitment to a high standard of service delivery, excellent customer care skills and the ability to communicate effectively with individuals and groups at all levels.
• To be aware of the Investors in People Standard and Hospitality Assured Standard and to positively promote these. This will involve the individual actively participating in training and development at individual, team and department levels.
• To comply with all policies and procedures stipulated by the Estates and Facilities Directorate and QMUL.
• To ensure compliance with the University’s financial and audit regulations governing the ordering, receipt, control and security of all supplies, equipment and materials connected with the service as required.
• To undertake any other duties which are in line with the level of duties and responsibilities of the post.
Qualifications
.
Skills
- Experience of working in a customer-focused environment
- Familiarity with administrative/clerical work and processes
- Experience of dealing with customers and customer complaints
- Awareness of problems associated with student housing (Desirable)
- Awareness of Equal Opportunities legislation and its importance in effective communications.
- Experience of working in the hospitality/service industry, (Desirable)
Skills
- Strong interpersonal skills and a professional presence
- Good customer care skills
- Computer literate including Word, Excel and e-mail
- Excellent written and verbal communication skills
- Ability to work independently with minimum supervision
- Ability to deal with conflict situations with discretion and sensitivity
Other
- A flexible attitude to working hours will be required, including working beyond the normal working times during busy periods (Summer, Move in and Move out etc where time off in lieu will be given). This role requires weekend working, with regular shifts Saturdays and Mondays 1-9pm.
- *The ability to meet UK ‘right to work’ requirements.
MORE JOBS LIKE THIS
This is a 2.5-week role leading online HIIT exercises classes to participants of an ongoing clinical study. You will be provided with the exact program that will be delivered. The classes are every Monday, Wednesday, and Friday from (flexible start date for training) Wednesday 22nd March to Monday 10th April on the following schedule:
- Wednesday 29th March & 5th April: 6:30am, 2pm, 5pm
- Friday 31st March: 7am, 5pm
- Monday 3rd April: 7am, 2pm
- Good Friday 7th April: 1 session time TBC (whatever suits you)
- Easter Monday 10th April: 1 session TBC (whatever suits you)
+ shadowing classes/training for each session prior to starting independently on Wednesday 29th.
The sessions are delivered online through Microsoft Teams and consist of 1-3 people per session. You are there to demonstrate the movements, ensure everyone’s form is good, and time the intervals for the participants. Also heart rates are collected from each participants before, during and after the sessions.
Each session takes approximately 45 minutes to 1 hour.
The time requirement for this role is 15 hours total (12 hours of classes + 3 hours of training).
Qualifications
Qualification in a related field (e.g., physiotherapy).
Skills
Prior knowledge of exercise/fitness and proper form preferred (e.g., physiotherapy, PT qualification).
Job purpose
To main focus of the post holder is dedicated to effectively provide confidential, professional administrative support to the Head of Housing Services and to the Housing Services team. To effectively provide a customer focused reception service of excellence for Housing Services. To be the first point of contact for, and to represent the team, both internally and externally, whether in person, by telephone or by email, responding to all generic enquiries or by referral to an appropriate team member when escalating non-routine enquiries.
The post holder will be required to support the Head of Housing Services in delivering a customer focused service of excellence; providing advice and guidance encompassing the broad range of housing options available to students and staff. The range of this role is not limited to the Queen Mary halls of residence, but includes nominated private providers, private housing as well as homestay or short stay options.
Main duties and responsibilities
- To provide a customer focused first point of contact to students, staff and private landlords, the public and other external bodies, judging when to pass on or escalate complex queries.
- To check all applications received for housing eligibility, and issue relevant and timely feedback to applicants.
- To represent Housing Services at all Queen Mary internal and external events, particularly at main residential arrival and departure days, to provide and sustain a positive image for Residential Services
- To manage and keep updated the Housing Services team diaries.
- To check the accuracy and relevance of information and imagery on the Residential Services website..
- To provide administrative support to the Housing Services team.
- To advise the Head of Housing Services on noticeable trends in customer enquiries.
- To be flexible at key times within the university calendar to support the delivery of services that will be outside normal business hours, which will include working in the evenings and at weekends
- To comply with all Queen Mary and Directorate policies and procedures and demonstrate a commitment to the Directorate purpose statement and values
- To implement recognised good practice in communication and cohesion, to promote the culture and behavioural change programme that has been embarked upon by the Directorate.
Qualifications
GCSE, NVQ (Level 3) or City and Guilds in English and Maths or equivalent
Skills
- Significant experience working within an HEI or privately built student residential environment
- Significant experience working in a customer service environment providing exceptional customer service
- Understanding of the relevant regulations and national codes of practice and the implications of non-compliance
- Experience managing conflicts, resolving or escalating complaints, with the ability to use own initiative to handle difficult situations with tact and sensitivity
- Familiarity with budgeting and financial management
- Knowledge and understanding of HEI Admissions systems, key dates and SITS student record system
- Knowledge of the private sector housing market
Skills/Abilities
- Excellent written and verbal communication and interpersonal skills with the ability to communicate effectively with staff and external contacts at all levels
- Computer literate with a good knowledge of Microsoft Office software, particularly Excel
- Able to plan, manage and monitor a variety of commitments, balancing workloads to meet service demands
- Excellent attention to detail and a systematic approach to work
- Friendly, approachable, diplomatic and able to relate to people
- Flexible attitude and willing to learn, develop and improve both individually or as part of a team
Other
- Able to deal with personal, private and confidential issues with appropriate discretion (Data Protection Act)
- Able to manage job role in line with customer expectation of Equality and Diversity Policy
- Able to identify resolutions to problems and utilise analytical skills
To support the aims of the BRC Digital Therapies theme via work with Professor Colette Hirsch.
Qualifications
PhD
Skills
Experiance with CBT and Digital Therapies.
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