Key Duties & Responsibilities
1. Office Administration
- Manage the administration, housekeeping, maintenance, and security teams. This includes setting out their tasks and responsibilities and preparing working rotas as necessary.
- Maintain a close relationship with other Student Castle/ Capitol Students sites management teams, suppliers, and business partners.
- Develop, review and update office documents as necessary.
- Manage staff holidays and sickness logs.
- Manage timesheets and ensure correct hours are submitted to payroll.
- Respond to student requests and queries on generic site email address.
- Oversee financial administration procedures such as invoices, banking reconciliations, expenses and petty cash.
- Ensure that student’s rent is paid on time and follow the credit control procedures for any rent arrears.
- Ensure that spending and revenue meets budgetary targets.
- Hold regular team meetings to ensure staff are updated on any changes to company policies and procedures.
- Manage any nomination agreements that are in place.
2. Customer Care and Pastoral Support
- Provide front desk, telephone and written support to customers and stakeholders in line with Student Castle company policy.
- Provide support, signposting and advice to customers to assist them in dealing with student life e.g. mental health, financial advice, learning support, university life
- Take disciplinary action against students who breach their Licence Agreement and Acceptable Behaviour Policy
- Organise social events with student input.
- Monitor social media and regularly update all social media streams.
- Hold regular meetings with a target group of students to gain feedback and highlight possible areas of improvement or change.
3. Business Development
- Arrange and perform sales viewings for prospective customers.
- Promote the business at university open days.
- Utilise online materials and social media to promote the Capitol Students and Student Castle brand.
- Develop and implement new marketing strategies.
- Build and maintain close relationships with universities and other educational establishments.
4. Facilities Management Support
- Log and inform facilities team of maintenance issues.
- Manage and utilise property maintenance software in order to ensure compliance across all servicing and Health and Safety aspects.
- Liaise with contractors for maintenance issues unable to be dealt with in house.
- Advise students of works to be carried out and access to rooms being required.
- Ensure servicing and maintenance records are kept up to date.
- Manage service contracts to ensure all plant equipment, safety equipment, fire safety systems are maintained according to statutory requirements.
- Work with FM team to explore new options for maintenance and service partners.
5. Other Duties
- Assist with ad hoc requests as necessary for business needs, especially at peak times such as student move in and move out weekends.
- Perform and document regular inspections of student flats.
- Manage summer deep clean and maintenance programme of works.
- Recruit new staff members to all departments as necessary.
- Organise any on site training needed for staff as well as keeping training records up to date and ensure staff complete training within the set timelines.
Person Specification
- HND or above in a relevant management field
- Effective communicator
- Competent user of Microsoft Office, purchasing systems and knowledge of Accommodation Sector booking systems
- Ability to confidently deal with customer complaints in a professional manner
- Accurate when completing financial tasks and reconciliations
- PBSA and / or University Accommodation Sector Experience
- Understanding of (HMO), Housing of Multiple Occupancy legislation
- Contributing to successful sales cycles
- Competent user of CCTV
- Knowledge of PPM schedule and building fabric
- PBSA and / or University Accommodation Management experience
- Experience/Knowledge of: staff appraisal, staff supervision & team management
- Sales and Allocations experience
- Understanding of mental health within the sector
- Ability to work autonomously and as part of a large team
- People management skillset
- Ability to plan effectively and problem solve
- Reliable, confident, assertive and diplomatic.
