Brunel University - Student Experience and ResLife Manager

Brunel University - Student Experience and ResLife Manager

Student Experience and ResLife Manager Candidate Information Pack

Contents Executive Summary

3

Brunel University 2030 4

Purpose of The Role 5

Job Description

6

University Policy on the Employment of Staff 9

Person Specification

12

How to Apply

14

Executive Summary Brunel University London is a global university, dedicated to providing teaching and research relevant to the needs of industry and society, and ensuring the UK has the knowledge base it needs to compete on the world stage. Since 1966 Brunel has championed innovation and advancement, pioneering new degrees, and giving students the academic education, professional and personal skills they need to succeed in their future. We offer degree programmes in everything from anthropology to aerospace engineering; and business management to healthcare science. In recent years the University has invested more than £400 million into a campus redevelopment programme and now possesses an impressive range of modern, state-of-the-art facilities to support the activities of a diverse population of over 13,000 students and approximately 2,500 staff. It is also progressing plans for a new £50M Learning & Teaching Centre. The Student Living Experience services encompass all elements of the student residential journey and summer conference business, from arrival to departure, with specialist support such as first response to Health and Safety, Wellbeing, Pastoral Care, Welfare, Compliance and Complaints. It also works in partnership with numerous other stakeholders, internal and external, to ensure that there is a seamless approach to the service experience. With over 4300 students living within our residences, the Student Experience and Reslife Team delivers excellent customer service ensuring an excellent and equitable experience for all.

Brunel University London 2030 A university for a changing world

When Brunel was awarded its Royal Charter in 1966 we were given a distinct purpose and an incredible opportunity. The campus was to be the home of technological education, championing innovation and advancement, and giving the UK the knowledge base it needed to compete on the international stage. We conceived a brand of education, and later research, which was overwhelmingly geared towards the needs of industry and, echoing the spirit and vision of our namesake Isambard Kingdom Brunel, we did so with flair and rigour. Our ambition was to equip students for the world of work and to address society’s challenges on a global scale. The challenges have changed, but our aims are as innovative and ambitious as they always were – to develop research and educational programmes informed by, and tailor-made for, those who benefit; and to give students the academic education and personal skills needed to become a success in the real world. This publication identifies five distinct areas of focus – each of which underpins our vision until 2030. It recognises the values upon which Brunel’s success is founded. And, though our strategy as educators and innovators will change in the intervening years, these goals, values and vision will remain at the heart of everything we do and the driving force behind our future achievements, ensuring Brunel continues to meet the needs of a changing world until 2030 and beyond. The Brunel Vision 2020 can be viewed at https://www.brunel.ac.uk/about/brunel-2030/ docs/Brunel-Vision-2030.pdf

Job Description

Position: Student Experience and ResLife Manager. Directorate/College/ Institute: Commercial Services – Student Living (Residences & Accommodation) Contract type: Full Time / Permanent Accountable to: Head of Student Living Reports: Student Experience Advisors through Student Experience Team Leaders Internal stakeholders: Students and staff within the Student Living (Residences & Accommodation) and Commercial Service Department(s), colleges and the wider Brunel University London (Including but not limited to; HR, Finance, Security, Conference Office, Student Centre, Quality & Standards, Marketing, Students Union, Welfare services, Health and Safety, Registry, Estates) External stakeholders: Including but not limited to; Professional bodies and suppliers, conference business, external stakeholders Main accountabilities: The work will support the following University objectives: • Our University Community • Our Campus and Local Community & Global Impact • Financial Sustainability

To lead the Student Living Student Service (Residences & Accommodation) team in providing an integrated front-line service to residential students, conference business, internal staff and visitors, covering a number of first line functions including: • Student Living (Residences & Accommodation) enquiries & complaints. • Maintenance reporting and relevant Student journey ownership. • Welfare reporting, identification and sign posting. • Reported and observed behavioural issues. • Student administration and support 1st line welfare. • Residential Student Ambassadors. • Support some open day and student recruitment activities. • Liaising with the Student Support Office. • Operational budget and financial accountability. • Support reservation, allocation & rent enquiries. Reporting to the Head of Student Living, the post holder will have primary responsibility for the delivery of Student Living (Residences & Accommodation) Student service experience, departmental support co-ordination and administration services.

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Management of front line Student Services Advisors through Student Service Team Leaders and the allocation of resources on a day to day basis within the Residences Student Service Team to ensure that service levels are achieved at all times. Leading the multi skilled team to deliver excellent Student service from a single point of contact.

Will be Student-focused and committed to delivering a positive student experience utilising organisational and process management skills, coupled with the ability to deliver new initiatives. • Will enjoy managing projects and have demonstrable ability to build successful working relationships with stakeholders and colleagues across all University departments. • Be flexible in their approach, with a focus on balancing quality with a drive to get things done. • Will provide strong performance management in engaging, leading and inspiring their team to deliver. • Student Living (Residences & Accommodation) operates on a 24/7/365 days of the year. The post holder will be required to be flexible in their working patterns to ensure all Students and students are able to access services and support on a 24/7 basis. Key duties and responsibilities: • Effective co-ordination with relevant Student Living (Residences & Accommodation) Student Services, Conferencing, Estates and Security teams to ensure that services are aligned and integrated. • Support and develop initiatives to embed • Develop, lead and support effective room allocation reporting process, procedures, which delivers cost effective simple reports, in particular during our summer period. • Oversee support for students including those who may have additional support needs, ensuring that there is a prompt and effective response to any health or well- being issues that may arise. • Ensures compliance with relevant Universities policies and statutory requirements, including health and safety, equality and diversity, information security, and others as appropriate. • Review and assess risk in relation to Student Living (Residences & Accommodation) Student Service activity, implementing related plans accordingly. • Develop and maintain productive the student voice in all our activities, responding to feedback to develop processes and services offered.

relationships with stakeholders and colleagues, including leading

coordination of support with University staff to deliver student-facing activity. • Work with the Head of Student Living to plan and coordinate the Student Living experience for students (Residences & Accommodation), including annual planning and budget requirements. • Implement change projects to develop Student Living Student Service experience (Residences & Accommodation) and support the Student Living plan, developing new initiatives/ways of working. • Operational management of Student Living Student Services experience (Residences & Accommodation) as detailed in ‘Main Accountabilities’ section. • Ensure that Student service experience and support are delivered to the required standard, with associated administrative processes in place to comply with all relevant University, statutory and regulatory requirements including but limited to UKVI, Health & Safety, and Equality & Diversity. • Manage the Student service team, including direct line management responsibility. • Coordinate and deliver Residences administration for student-facing activity. • Support recruitment of staff as required. • Maintains effective communication with key stakeholders. • Manage the implementation of support, providing advice and guidance to staff on Student Service Experience e.g. student support matters, particularly in relation to health related issues, PEEPS, disability, mental health first aid, liaising with stakeholders where appropriate. • Responsible for liaison with external stakeholders on matters of Student service experience in consultation with the Head of Student Living. • Lead on providing a proactive sector leading student maintenance and cleaning reporting process. Plan and manage with Residences Service Delivery Manager maintenance process.

• Support the Student Service Team to own the Student problem through to resolution and/or escalation. • Lead on student communications and information provision, ensuring accurate and consistent information is provided to students, coordinating and contributing to relevant websites and handbooks as appropriate, facilitating access to relevant information from across University services; Liaison on with University Communications teams to support this activity. • Evaluate resource requirements for the Student Service Team on an ongoing basis in consultation with the Head of Student Living, including the provision of services to residential students outside working office hours. • Measure, monitor and report on the level and quality of the Student Service Experience offered, responding to feedback effectively. • Oversee the implementation of support packages, including pre-arrival support, PEEPS for disabled students including disability support documents. • Ensure that students receive appropriate information and advice. • Ensure that relevant information, advice and guidance is provided to students on a range of pastoral matters. • Provide support for specialist mental health interventions as appropriate. • Support in the management of incidents in residential accommodation. • Provide advice and guidance to staff on all aspects relevant to their job role and duties. • Build and maintain strong and effective working relationships with stakeholder teams (e.g. Head of Student Services, Disability Support Team, International Support Team, Financial Support Team and Departmental Disability Coordinators, Departmental Programme Teams, Student Union) to ensure the effective alignment and consistent high standards of Student services.

• Attend University committees and working groups as required. • Represent the University at external conferences and events. • Perform human resource management functions as required, including recruitment, induction, training and Professional Development Reviews and supporting attainment of Investors In People accreditation • Performs the role of Investigating Officer as required within the student disciplinary procedures. • Assist the Head of Student Living Department with any new initiatives or projects, ensuring a coordinated approach to deliver projects on time and with success. • Undertake other duties commensurate with the grade as required, as directed by the Head of Student Living. • Develop and maintain a Student Living (Residences & Accommodation) Student service experience annual plan, including budgets, milestones and targets. • Actively participate in and contribute to the wider campus commercial services management team, bringing the Student service experience the voice of the residential student to inform planning and developments. • Contribute to wider campus plans such as business continuity, commercial activity and facilities management. • Participate in Department, Directorate and University meetings and attend training events as necessary.

Effective Behaviours • Timeliness

• Meeting Deadlines • Communication and Networking • Networking group across colleges • Ability to negotiate and influence • Ability to plan and organise own workload

• Ability to adapt a flexible approach to the demands of a busy college/department in order to accommodate changes in priorities when required.

1. Undertake any other reasonable duties as required and commensurate with the grade of post. 2. Adhere to and comply with the provisions of the >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14

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