Residence Services Advisor

Are you passionate about providing outstanding customer service and helping students feel at home? Join our dynamic team as a Residence Services Advisor and play a vital role in delivering a seamless, student-focused accommodation experience.

About the role

The University manages over 1700 bedrooms on the Plymouth campus, mostly occupied by 1st year undergraduate students as well as supporting small cohorts of health students alongside our NHS partners in Torbay, Taunton and Truro. 

Working closely with our Hall Officers, you’ll be an integral part of a team dedicated to offering support for all student queries from welfare to maintenance whilst they are resident in our halls. You’ll be the first point of contact for public-facing queries, whether by phone or email, offering clear and accurate responses and signposting services both inside and outside the University. Many enquiries come from parents or families and whilst working on the service inbox or phone line you may occasionally be the first point of contact dealing with upsetting or sensitive issues, escalating these as appropriate, following protocols such as confidentiality and GDPR.

You'll use our bespoke accommodation software, StarRez, to manage bookings, track occupancy, allocate parking spaces and keep records of all interactions. Day to day you’ll provide administrative support to the Halls Team including setting up meetings, ensuring records are updated and minuting formal meetings with students held as part of our conduct and complaints processes. You will also monitor daily updates from our buildings provider for example maintenance resolution reports,  ensure that any issues match our list of outstanding issues and highlight trends and recurring problems at team meetings, to ensure that students’ living environment is maintained to the highest standards.

This is a role where no two days are the same. Daily working hours will be negotiated with the successful candidate and using the University’s flexible hours policy this may involve working up to one evening per week to support students who cannot attend meetings during the day due to placements or course commitments. There may also be a requirement to occasionally cover an evening shift since the team supports each other with cover when essential.

To support the core activities of the University the whole Accommodation Team are involved in key events such as Open Days, Applicant Days, Student Arrivals, and University Clearing. This requires an element of weekend working approximately 10 times per year. Whilst the role is office based, there is a requirement to interact directly with prospective students, families, and supporters, and helping them navigate the journey to University life as well as visiting halls and checking on issues as they arise, therefore the opportunity to work from home is limited in this role.

If you're ready to make a positive impact and be part of a fun, supportive team, we want to hear from you. Whilst an understanding of Student Accommodation issues would be helpful, it is more important to be highly organised, solution focussed and able to deal with changing priorities as full training will be given.

This is a permanent, full-time position working 37 hours per week. 

This role will require an Basic Disclosure and Barring Service Check

For an informal discussion please contact Rebecca Figg (rebecca.figg@plymouth.ac.uk).

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