Halls Administration Officer
England, West Midlands, Coventry - £23,942 - £30,472 per annum
We are currently recruiting on behalf of client for a Halls Administration Officer.
Opportunities for taking annual leave during business critical periods (mainly from mid-August to end of September) will be restricted
To work in collaboration with the Customer Service Manager with the growth and development of a complex accommodation business, ensuring a high quality level of customer focussed service is provided at all times, managing the Group accommodation bookings and associated halls property portfolio administrative processes.
To provide expert knowledge, guidance and line management for the Halls Team Customer Service Representatives (CSR), Receptionists and other customer facing roles in relation to the delegation of tasks
To support in the management of the accommodation software package in assisting Software Administrator and Data Analyst by conducting system tests, check configuration and audit.
To deputise in the absence of the Customer Service Manager
Tasks and Responsibilities
Acting as Line manager and ensuring that tasks are allocated, measured, monitored and comprehensively completed within designated timescales. Ensure the smooth operation of the team on a daily basis by coaching, team meetings, huddles and regular 1-2-1 meetings. Provide regular feedback and follow up on the performance of tasks to the team through conducting Probationary Periods, Performance Reviews, setting clear objectives in line with the company strategy. Following the HR policies and procedures, recording sickness and annual leave as appropriate and any other necessary management tasks.
Ensure excellent customer service is delivered at all times by all members of the team, supporting the Customer Service Manager in achieving, implementing and maintaining Company Customer Service Awards
Ensure all email accounts (including individual email correspondence) and telephone enquiries are resolved or escalated in line with protocol, using appropriate templates and correct messages in accordance with the policies and procedures. Assign and facilitate the allocation of new students/applicants to accommodation, and conduct all procedures associated with the application and contract process.
Manage a comprehensive Task Management/Skills matrix to develop the understanding and competencies of the team. Design and regularly update a training programme for the continuous improvement of the team's skill and to align with the company strategies.
Deputise for the Customer Service Manager, acting as a focal point for referrals, escalations and general service requests, obtaining resolutions with the agreed operational timescales
To recruit, induct and train all new CSR, Receptionist and temporary staff (to include Call Centre Staff during business critical periods) liaising with recruitments companies and planning in accordance with the skills matrix making sure a structured training plan is in place; producing guides to support every aspect of the administration processes in line with annual programme
To support the Data Software Analyst in checking and configuration of software and testing. Conduct regular audit of accommodation bookings, and that they are recorded correctly on the accommodation software
Conduct regular audit of accommodation bookings, and that they are recorded correctly on the accommodation software
Oversee administrative process of all non-standard bookings to ensure maximum compliance. Ensure that the non-standard bookings (Serviced Apartments, Summer Bookings, PSE, On Campus and different groups from International Office) generate maximum income, and the highest level of customer service is provided to all partners efficiently, data recorded and effectively communicated.
To be primary point of contact for all disputes and complaints and that they are resolved or escalated as appropriate in a timely, professional manner adhering to Data Protection and confidentiality policies. If complaints cannot be resolved at the first point of contact to escalate to the Customer Services Manager
Oversee accommodation payments procedures in accordance with lock outs, lost keys, invoicing and administrative charges and deposit refunds in a timely manner
To produce statistical and summary reports on accommodation bookings as required during accommodation application cycle
Liaise with Property Manager and Residence Officers in relation to withdrawals, room moves, departures and arrivals making sure the student booking systems are updated accordingly
Receive, record and process all payments/credit card and bank transfers. Processing the payment through the Financial Management system GFS Universe in accordance with the University's Financial Regulations
To ensure all associated paperwork relating to agreements is completed and ensuring all documents received include appropriate signatures and identification are within designated timelines.
Produce regular updates and reports for the Customer Service Manager outlining monthly KPI, feedback on day to day operation, team performance and identifying areas for improvement and produce actions plans from customer feedback
Experience of working with a diverse student population or the demonstration of an understanding of student's needs.
Working in a fast moving environment where ability to deliver excellent customer service is paramount.
Experience of supervising a team influencing the effective delivery of exceptional customer service.
Excellent working knowledge of Data Protection Legislation and other related regulations and policies.
Experience of working in the higher education accommodation sector / letting /estate agency.
To work on a 37.5 hour 5 over 7 shift pattern to meet business requirements, supporting staff demonstrating flexibility around business needs at all times