JOB DESCRIPTION

Job Title: Residential Support Assistant
Faculty/Directorate: Directorate for Student Success
Grade: D
Location: High Wycombe:
Brook Street Halls of Residence
Hughenden Park Student Village
Windsor House
Hours: Part Time
Responsible to: Senior Residential Officer
Responsible for: N/A

KNOWLEDGE & EXPERIENCE

Delivering an excellent customer experience
A / I
Experience and/or excellent understanding of HE and student Issues
A / I
Experience of dealing with wellbeing issues
A / I
Experience of dealing with difficult situations in a professional manner
A / I
Experience of facilities management
A / I

SKILLS

Ability to work effectively with a range of people
A / I
Good administration skills
A / I
Excellent MS Word and Excel skills and experience in using databases
A / I / T
Able to work effectively in a team
A / I
Excellent verbal and written communication skills
A / I
Excellent planning and organisational skills
A / I
Ability to problem solve and make decisions
A / I
Ability to work calmly and constructively under pressure
A / I

SPECIAL REQUIREMENTS

Must be prepared to work additional hours at peak times
I
Leave restrictions for peak periods
I
Must be prepared to work at all our locations in High Wycombe.
I

MANAGING SELF AND PERSONAL SKILLS

Being aware of own behaviour and mindful of how it impacts on others, enhancing personal skills to adapt professional practice accordingly.

JOB PURPOSE:

To ensure that the Accommodation Service provides an effective and professional operational service to its residents.
To work as part of the halls support team responsible for the provision of facilities and services in the halls of residence to enhance the student experience and provide a quality support service to residents. To work with the wider accommodation team, contributing to the efficient and effective provision of Accommodation Services.

MAIN DUTIES & RESPONSIBILITIES OF THE ROLE:

• Represent the Accommodation Service in halls of residence.
• Provide administration and reception/concierge services at the halls and ensure all stakeholders always receive excellent customer service.
• Report and respond to maintenance services on site and liaise with the Estates/maintenance team. Investigate student damages and report to the Senior Accommodation Officer when necessary. Deal with contractors on site.
• Responsible for equipment, furniture and appliances in the halls. Ensuring stock is ordered, recorded, maintained, assessed regularly and replaced when needed.
• Ensure compliance with statutory health and safety requirements; including checking fire and emergency equipment. Report incidents and accidents.
• Direct cleaners, grounds and pest control staff on a day-to-day basis to provide relevant services in halls. Ensure the halls sites are kept safe, secure and are well presented at all times.
• Keep the halls secure and deal with student guests. Liaise closely with security staff and ensure handovers are completed at shift changeovers.
• Provide basic wellbeing, safeguarding and mental health support to students and refer to services, including conducting wellbeing checks, as necessary. Provide first aid support and liaise with emergency services where necessary. Report any concerns regarding specific students to the Accommodation Office.
• Assist the Senior Halls Support Officer in addressing student behaviour breaches at the time of occurrence, such as drug use, noise and general lapses in appropriate behaviour. Deal with police presence on site when necessary.
• Undertake regular flat checks and room checks to ensure the halls of residence are appropriately looked after by the residents.
• Help to get halls of residence ready for occupation by students. Conducting both check out and pre-check in surveys are completed and work reported appropriately.
• Offer assistance to any commercial guests.
• Undertake general ‘upkeep’ work around the halls when necessary, such as litter picking, light room cleans and flushing water outlets.
• Monitor laundry facilities.
• Accepting, sorting and issuing posts and parcels. Distributing literature and putting up posters.
• Monitoring arrivals and departures and managing both physical and electronic keys.
• Dealing with lost property and student belongings when left behind.
• Undertake any other reasonable duties as requested by the Senior Residential Officer.
• Comply with relevant legislative and other requirements (e.g., the Data Protection Act 2018 and GDPR; Health and Safety; UKVI; and Equality and Diversity) in all working practices.
• Such other duties temporarily or on a continuing basis, as may reasonably be required.