Brunel University - Team Leader

Brunel University - Team Leader

Student Experience and ResLife Team Leader 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 Team Leader. Directorate/College/ Institute: Commercial Services – Student Living Contract type: Full Time / Permanent - 5/7 Accountable to: Student Experience and ResLife Manager Reports: Student Experience Advisors and Lead ResLife Ambassadors Internal stakeholders: Students and staff within the Student Living and Commercial Service Department(s), colleges and the wider Brunel University London (Including but not limited to; HR, Finance, 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 Job Purpose: 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

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 of the Student/Student/Customer Service Experience Team Leader 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, co-operative 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 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.

administrative support for the Student Living Department, leading to achievement of our University Community 2030 vision. The role of Student/Customer Service Experience 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.

The post holder will work closely with the University Student Support Services, Students Union and University of Brunel 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. Main Statement of responsibilities: • 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 re-prioritising 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 >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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