Job Purpose To provide effective and efficient administrative support within the University managed residence portfolio. To act as first point of contact for any students, visitors, colleagues, and contractors, independently resolving enquiries using own knowledge and judgement. Main Duties and Responsibilities 1. Act as first point of contact, independently resolving issues using own knowledge and judgement, in response to enquiries made in person, by telephone or via email from students, colleagues, external clients, contractors and suppliers. 2. Welcoming visitors to site and carry out site tours with a variety of stakeholders. 3. Work with onsite managers and contractors to resolve issues. Issuing and control of key distribution and conduct sign in processes for onsite contractors. 4. To undertake general administrative duties including preparation of documents to an agreed standard, including written communication to residents. Update various site information reports/logs. Maintain administration and filing systems. 5. Assist with flat inspections, to ensure agreed standards are adhered to. Monitor and report maintenance issues to service providers and ensure these are carried out to completion in a timely manner, keeping customers fully appraised of progress. 6. Carry out health and safety related duties e.g. fire alarm testing, fire equipment checks, and accurately update relevant documentation. 7. Attend monthly staff, and health and safety meetings as required. Providing administrative support and issuing of any relevant documentation in advance. 8. Carry out room inspections prior to student arrivals, reporting and taking ownership to resolve issues that require attention to ensure rooms remain at appropriate standards. 9. Working with bespoke packages to create rooming lists from allocation packages (currently KX) and visual information (e.g. onelan) and undertake tasks relating to debt management as required. Knowledge, qualifications, skills and experience Knowledge/qualifications Essential: A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. Or: Scottish Credit and Qualification Framework level 5 or 6 (National 5 or 6, Scottish Vocational Qualification level 2 or 3) or equivalent and experience of personal development in a similar role. A2 Good working knowledge of MS Word, Outlook, and Excel. A3 Knowledge of Health & Safety policies and procedures relative to the role. Desirable: B1 Attended training in customer service. B2 Knowledge of allocation packages and/or financial systems. B3 Knowledge of Student Accommodation policies and procedures. Skills Essential C1 Ability to communicate clearly both orally and in writing, clarifying requirements and responding to colleagues and customers in a customer centric way. C2 Be able to show empathy when dealing with customers showing tact, diplomacy and discretion. C3 Competent numeracy skills. C4 Ability to work with minimal supervision and remain calm under pressure, responding flexibly in a busy or unexpected environment. C5 Effective planning, organising and prioritising skills, with the ability to see tasks through to completion. C6 Ability to use own judgement to independently resolve issues. C7 Accuracy and attention to detail. Experience Essential: E1 Experience of working in a customer facing office or customer service environment. E2 Experience of providing a high level of customer service, support advice and guidance. E3 Experience of carrying out a range of administrative tasks to a high standard. Desirable: F1 Previous experience of working in student service environment, including student accommodation. F2 Experience of dealing with international students from different cultural backgrounds. F3 Experience of dealing with difficult situations. Terms and Conditions Salary will be on Grade 4, £23,581 – £26,038 per annum. This post is full time (35 hours p/w) and open-ended. New entrants to the University will be required to serve a probationary period of 6 months. As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity. As a valued member of our team, you can expect: 1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared. 2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages. 3 A flexible approach to working. 4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/. We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/. We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University. We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.