JOB DETAILS FOR THE ROLE Post Title: (Internal applicants only) School/Department: Residential Services Reference Number: R130106 Closing date: 3 May 2013 Interview date: w/c 20 May 2013 Contents: Role description 1 Person specification 4 Outline terms and conditions of appointment 5 Further advice, equal opportunities statement and data protection 6
ROLE DESCRIPTION RESIDENTIAL SERVICES Aston University Residences are situated on the campus, which is located close to the city centre and immediately opposite the Main University building. Currently the accommodation provision is for just over 2300 students in self-catering flats, increasing to around 3,000 with the completion of the new Residential Development. Visitors to the University are also accommodated on campus as are Conference Delegates. Job Purpose To work as a member of the University Residential Services Team alongside our Facilities Management partner, Derwentfm, to deliver a customer focused service. Manage the day to day operation of the Residential Services Reception for Students, Staff and Visitors. Handle customer queries and to deal with any welfare and emergency situation, being fully conversant with University Security and Emergency Procedures. Hours of work average 36.5 per week on a 5 week rota. Weekend work is included and flexibility is essential to cover staff absence and at key times of the year you will be required to work outside of the usual shift pattern, such as student intake and clear down. You will be expected to wear the appropriate departmental uniform and be of smart appearance at all times Major Activities and Responsibilities: To staff reception and to handle customer queries in a professional manner, communicating clearly and effectively To provide a first response to day to day needs of residents, including welfare issues, particularly out of the normal daily office hours when the Residence Officers are not in attendance To provide a customer focused service and be patient, tolerant and polite when dealing with all of our customers Carry out administrative duties commensurate with the post, i.e. distribute handover log, scan and email Incident Sheets, access and respond to emails To welcome and check in students and place in emergency accommodation if no room has been allocated Greet and conduct viewing of accommodation for prospective students/visitors to the University Liaise with Residence Officers, Accommodation Office staff, other members of the Residential services team and University Departments to ensure smooth service delivery Receive and process Maintenance Requisitions operating the on-line Main Manager System Liaise with Derwentfm and any other University departments necessary to ensure maintenance delivery service Co-ordinate the issue of keys/swipe cards, hold master keys and keep accurate records Operate and update as necessary new Residential Development Swipe Card system 1
Receive and receipt cash/card payments for replacement keys, bedding packs, electrical adaptors, guest accommodation etc. Portering duties as required, e.g. unloading, storing and distributing items such as Bedding Packs, Student Publications, Welcome Packs etc. Setting up for events such as Intake Weekends and University Open Days Ensure that common room/games room facilities are open/closed as appropriate Postal Duties: In accordance with the Post and Parcel Receipting System, receiving and receipting of post and parcels and the delivery of student mail throughout the site Receipt and handling of Registered and Recorded Delivery post, including student notification Returning non-residents post to Royal Mail Emergency Maintenance, First Aid, Student Welfare, Fire and Security Incidents: - First point of contact (principally but not always out of normal working hours), summoning assistance as necessary in accordance with the procedures laid down for issues such as: heating, plumbing, and electrical failures in residential buildings As a qualified First Aider, perform Initial first aid treatment as appropriate Receive emergency telephone calls for students and relay messages Alert Residence Tutors for matters relating to student welfare or emergencies Provide assistance when Emergency Services such as the Fire Brigade are in attendance Liaise with Security relating to emergencies Be alert to the presence of unauthorised individuals and take appropriate action, e.g. summon assistance via Security Arrange for windows and doors to be made secure in an emergency Give students access who have been locked out Participate in scheduled Fire Drills and in the event of a fire alarm provide Security with assistance as required Assist with the clear up following a major incident such as flooding Contactable out of hours in the event of an emergency. Additional Responsibilities To support Conference activity during the Summer vacation, whilst maintaining service delivery to students Some direct supervision during normal working hours, no supervision outside normal office hours. The post holder will be expected to use their own initiative both in and out of normal working hours. Training:- Residential Services is an Investors in People Department and the post holder will be expected to participate in achieving and maintaining this award, attending regular training events as and when required. 2
Residential Development: Aston University has embarked on a new Residential Development increasing accommodation places to circa 3000. During this time, and going forward, there will be changes in working practices which will impact on staff whilst improving service delivery and the post holder will be required to work flexibly and take these on board as part of their duties, and the list of duties and responsibilities, therefore, is not exhaustive. 3
PERSON SPECIFICATION MOA = Method of assessment Application Form (AF) Interview (I) Presentation (P) ESSENTIAL MOA Education / Qualifications Literacy and Numeracy skills (including ability to complete forms, incident reports and calculations in relation to money handling) First Aid Certificate in accordance with current legislation, Fire Warden and Defibrillator trained or willingness to undertake training Experience Experience working with students AF AF Experience of undertaking reception duties Experience of working in a Residential environment Aptitudes and Skills Manual Skills, e.g. manual dexterity Ability to undertake physical work Competent IT skills including experience of email, Word, Excel (mandatory training on departmental IT programmes/systems will also be provided) Good communication and diplomacy skills, e.g. good telephone manor, ability to communicate professionally Customer Services focus and a professional approach comfortable with dealing with a wide variety of people Ability to work effectively as a member of a team Ability to work flexibly outside the usual shift pattern when required Ability to prioritise work in a pressured environment I I 4
OUTLINE TERMS AND CONDITIONS OF THE APPOINTMENT Term of appointment: Holiday entitlement: Pension: Performance related pay: Qualifications: Relocation: Medical examination: Eligibility to work in the UK: Document checks: Continuing appointments are offered for 36.5 hours per week. The appointment is Grade 3 and the hourly rate is 7.63 to 7.83 per hour. 25 days per annum in addition to up to 13 days per annum public and University holidays. Eligible staff are offered a defined benefit pension with the Aston University Pension Scheme (AUPS). In addition to the basic salary, the University operates a PRP scheme. Awards are determined on an annual basis. Successful candidates will be required to produce evidence of their qualifications upon joining the University. Newly-appointed staff are required to establish their homes within reasonable daily travelling distance to and from the University. The University operates a relocation scheme to assist newly-appointed staff in meeting this requirement. Full details of the relocation scheme are included with offers of appointment. It is a condition of appointment that newly-appointed staff receive medical clearance from the University s Health Centre. Candidates who are not citizens of the United Kingdom, or of another EEA member country, should ensure that they meet the requirements of one of the 5 tiers of the immigration points based system. Candidates should check their eligibility to enter or remain in the UK in advance of making any job application using the points-based calculator on the UK Border & Immigration Agency (UKBA) website. If you do not meet the minimum points requirement, you will not be able to work in the UK and any application for employment would be unsuccessful. As a result of the implementation of sections 15 to 26 of the Immigration, Asylum and Nationality 2006 Act on 29 February 2008, the University requires all prospective and, in some cases, current employees, to provide documentation to verify their eligibility to work in the UK. Further information about these requirements can be found on the UK Border Agency website. www.ind.homeoffice.gov.uk. Full details of the salary scales, terms and conditions of service and associated policies and procedures are available on the recruitment website. 5
FURTHER ADVICE Please contact Janet Reid, Director of Residential Services and MLK, for an informal discussion about the post. Tel: +44(0) 121 204 4721 Email: j.reid@aston.ac.uk If you would like information on the progress of your application, or advice on any aspect of the appointment process generally, or the terms and conditions of service, please do not hesitate to contact: Anne-Marie Lokwiya HR Advisor +44 (0) 121 204 5385 a.lokwiya@aston.ac.uk Merissa James HR Administrator +44 (0) 121 204 4591 m.i.james@aston.ac.uk EQUAL OPPORTUNITIES STATEMENT Aston University undertakes to promote equality and diversity within the University Community in all aspects of its work. Further, it aims to ensure through its admissions policies for students and its recruitment and selection processes for staff that it encourages applications from all groups represented in the wider community at a local, national and international level. The University will endeavour not to discriminate unfairly or illegally, directly or indirectly, against students or potential students, staff or potential staff. This commitment applies to all functions of the University and to any stage of an individual s career at Aston. For further details of policies and codes of practice on race, gender, disability, religion and belief, sexual orientation and age see: http://www.aston.ac.uk/staff/equalops/ An Equal Opportunities Monitoring Form is included with the application form. DATA PROTECTION ACT 1998 Your application will only be used to inform the selection process, unless you are successful, in which case it will form the basis of your personal record with the University which may be stored in manual and/or electronic files. Information in statistical form on present and former employees is given to appropriate outside bodies. Data you provide on the Equal Opportunities Monitoring Form will be included in a general database, for statistical monitoring purposes enabling the University to monitor the effectiveness of its Policy, Code of Practice and Guidelines on Equal Opportunities in Employment. Individuals will not be identified by name. 6