Accommodation Advisor - UCL Student Accommodation

Reference
1097599

Branch
UCL

Start date
16/06/2025

Duration
Other - See Job

Hours and days
Full-time; 36.5 hours per week

Dress code
Not Applicable

Rate of pay
£14.64

Holiday rate
£2.74

Role

Duties and 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 data is accurate, secure and compliant with the Data Protection Act and all UCL policies.
• Undertaking general administration duties, to including processing StarRez resident admin and rent payments, supporting check in and check out.
• Assisting with ad hoc and cyclical projects (e.g. summer turnaround/commercial on-site activities).
• Conducting and logging room/communal area inspections.
• Undertaking additional duties and tasks as requested by the UCL Accommodation management team.

Teamwork

• Demonstrating a flexible approach to work and a willingness to undertake all reasonable duties at the request of the Deputy Accommodation Managers or Accommodation Manager.
• Providing support to the other sites when required.
• Working collaboratively to help support the department to deliver its mission statement and broader objectives.
• Supporting approaches and initiatives to enhance the residents experience within the UCL Accommodation, including gathering and sharing market information.
• Working in a collegiate and supportive manner with colleagues, ensuring opportunities to share best practice are utilised.
• Developing and maintaining productive working relationships with internal UCL departments and third party suppliers.
• Conduct regular handover meetings with SRAS and the OOH Accommodation Officers/Manager, communicating details of incidents, outstanding issues and requests.
• Embracing change, supporting the department and colleagues through organisation transformation.

A full JD can be seen here.

Skills and experience

Previous experience in a similar customer facing role.

• Ability to communicate effectively, both orally and in writing and demonstrate an objective, professional and calm approach when handling difficult situations.
• Ability to build relationships internally and with third party suppliers.
• Computer literate with the ability to use Microsoft Office.
• Ability to work at pace whilst maintaining a high level of accuracy and attention to detail.
• Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines.
• Previous experience in an administrative role.•Ability to offer flexibility in working hours and to take part in a rota.
• Highly skilled in understanding, empathising and delivering against customer needs.
• Possesses a positive and collegiate attitude, with the ability to adapt swiftly and a willingness to undertake challenging tasks to ensure customer satisfaction.•Self-motivated and possessing the ability to work on own initiative.

Desirable:

• Previous experience of working in the accommodation, hospitality or retail sectors.
• Previous experience in complaint handling.
• Due to the nature of the role and the context in which the individual will be working it is desirable that the post holder will agree to the use of their photograph on UCL Accommodation marketing and communication literature/posters or website.
• Commitment to excellence and advancement on merit.
• Fairness and equality,

Location
UCL; campus based working

Additional information

This job will close for applications at 11.59pm on Sunday June 8th. Interviews will be held shortly after.

*Please note to be eligible to work within this role, you must have the right to work in the UK, be physically based in the UK and be able to travel to our London based office for a RTW check (if required).

*If you have a full-time contract of employment with UCL, you are not able to work through UCL Unitemps at the same time.

Unitemps reserves the right to close this advert for applications prior to the date specified above, if a high volume of suitable applications are received so pleased don't delay applying.

Unitemps payroll is monthly, one month in arrears, please see the payroll dates here.