UCL - Accommodation Advisor

UCL - Accommodation Advisor

ACCOMMODATION

ACCOMMODATION ADVISOR CANDIDATE INFORMATION PACK

ACCOMMODATION

BACKGROUND INFORMATION

UCL is one of the world’s top universities. Based in the heart of London, it is a modern, outward-looking institution. At its establishment in 1826, UCL was radical and responsive to the needs of society, and this ethos – that excellence should go hand-in-hand with enriching society – continues today. UCL’s excellence extends across all academic disciplines; from one of Europe’s largest and most productive hubs for biomedical science interacting with several leading London hospitals, to world-renowned centres for architecture (UCL Bartlett) and fine art (UCL Slade School). UCL is in practice a university in its own right, although constitutionally a college within the federal University of London. With an annual turnover exceeding £1 billion, it is financially and managerially independent of the University of London.

ACCOMMODATION

UCL’s excellence extends across all academic disciplines; from one of Europe’s largest and most productive hubs for biomedical science interacting with several leading London hospitals, to world-renowned centres for architecture (UCL Bartlett) and fine art (UCL Slade School).

UCL’s excellence extends across all academic disciplines; from one of Europe’s largest and most productive hubs for biomedical science interacting with several leading London hospitals, to world-renowned centres for architecture (UCL Bartlett) and fine art (UCL Slade School). UCL is in practice a university in its own right, although constitutionally a college within the federal University of London. With an annual turnover exceeding £1 billion, it is financially and managerially independent of the University of London.

ACCOMMODATION

THE UCL COMMUNITY

UCL Accommodation

UCL is a globally recognised Institution and one of the UK’s most successful Universities. The award winning Accommodation team sits within the UCL Estates division, and comprises of over 26 Halls that houses more than 6500 residents. UCL Accommodation has set out an ambitious new vision of becoming the leading provider of accommodation in the HEI sector; delivering an exceptional student experience and is embarking on new strategy to delivery this vision. Students create the communities. Most of our Halls are close to campus in Bloomsbury, one of London’s most desirable neighbourhoods. We also have Halls in Camden and Victoria – exciting areas with their own quirks and treasures. Despite London’s expensive property market and the pressure on student accommodation, UCL’s prices are kept as low as possible and are amongst the cheapest in the area. The team also works hard to enhance the experience of every student staying with us. We believe it’s everyone’s role in the team to help ensure that every resident in UCL Accommodation feels at home. We’re striving to provide every student with an experience as befits one of the world’s greatest universities in one of the most exciting cities on earth.

UCL Estates

The UCL Estate comprises over 200 buildings valued in excess of £2 billion, more than four million square feet of academic and non-academic space. The scale, variety and complexity of the estate are unparalleled in the sector. UCL Estates is responsible for managing the delivery of an Estate Strategy with a capital investment programme in excess of £1.25 billion over the next ten years, with projects ranging in scale, complexity and value. Projects range in scale, complexity and value (£50k to £500m) and must be delivered to specification, cost and time, frequently within a highly congested and busy operational environment where quality of student and staff experience throughout the works is also critical. UCL Estates places a very heavy emphasis on safety and a strong focus on multistakeholder engagement.

ACCOMMODATION

JOB DESCRIPTION

Accommodation Advisor

Post:

UCL Accommodation

Department:

5

Grade:

Reporting to: Deputy Accommodation Manager Supervision of: Summer Accommodation Advisors and Student Ambassadors

Purpose of job

The role involves providing a meet and greet front of house service as well as supporting all back office functions, providing administration support across all of the sites. Supporting open days, intake days and departures as well as assisting day to day visitors, students and external contacts. The ideal candidate will be able to provide a cheerful reception service to all students and visitors and will ensure that the highest level of customer service is maintained as well as acting as a role model for excellent service delivery.

ACCOMMODATION

MAIN TASKS & RESPONSIBILITIES

• Providing front of house reception services, including key/ visitor management and handling lock outs • Welcoming visitors and contractors to the properties, ensuring relevant security and identity checks are carried out and their presence is recorded • Following up on any customer related issues requiring action in a timely manner, engaging with other colleagues when necessary • Providing a decisive and effective response to customer complaints, assisting in and resolving customer disputes and escalating where necessary • Ensuring required maintenance work within the properties is reported and completed • Ensuring the properties are presented to the required standard • Assisting customers in a professional and courteous manner, showing empathy and responding with urgency to customer requests • Maintaining positive community relationships e.g. neighbours, local communities, police community officers, Fire and Rescue Service and local authorities Administration • Maintaining UCL Accommodation and UCL filing and information systems including StarRez booking/resident system, hardcopy files and MS Excel spread sheets, ensuring customer >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

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