Please note this appointment will be based at our Dumfries Campus

Job Purpose

To provide effective and efficient administrative support within the University managed residence portfolio.  To act as first point of contact for any students, visitors, colleagues, and contractors, independently resolving enquiries using own knowledge and judgement.

Main Duties and Responsibilities

1. Act as first point of contact, independently resolving issues using own knowledge and judgement, in response to enquiries made in person, by telephone or via email from students, colleagues, external clients, contractors and suppliers.

2. Welcoming visitors to site and carry out site tours with a variety of stakeholders.

3. Work with onsite managers and contractors to resolve issues. Issuing and control of key distribution and conduct sign in processes for onsite contractors and the Housing association.

4. To undertake general administrative duties including preparation of documents to an agreed standard, including written communication to residents.  Update various site information reports/logs. Maintain administration and filing systems.

5. Assist with flat inspections, to ensure agreed standards are adhered to.  Monitor and report maintenance issues to service providers and ensure these are carried out to completion in a timely manner, keeping customers fully appraised of progress.

6. Carry out site audits and checks on health and safety related duties e.g. fire alarm testing, fire equipment checks, etc to ensure all compliance works and relevant certificates and documentation are accurate and adhered to within the required timescales.

7. Attend monthly staff, and health and safety meetings as required.  Providing administrative support and issuing of any relevant documentation in advance.

8. Carry out room inspections prior to student arrivals, reporting and taking ownership to resolve issues that require attention to ensure rooms remain at appropriate standards.

9. Working with bespoke packages to create rooming lists from allocation packages (currently KX) and visual information (e.g. onelan) and undertake tasks relating to debt management as required.

10. Provide front and back office Café and catering support during busy/peak periods on Campus, such as lunch period, annual leave cover and graduations.

Knowledge, qualifications, skills and experience  

Knowledge/qualifications

Essential:

A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.  Or:  Scottish Credit and Qualification Framework level 5 or 6 (National 5 or 6, Scottish Vocational Qualification level 2 or 3) or equivalent and experience of personal development in a similar role.

A2 Good working knowledge of MS Word, Outlook, and Excel.

A3 Knowledge of Health & Safety policies and procedures relative to the role.

A4 Clean valid driving license

Desirable:

B1 Attended training in customer service.

B2 Knowledge of allocation packages and/or financial systems.

B3 Knowledge of Student Accommodation policies and procedures.

B4 Allergen and food safety training/certificate.

Skills 

Essential:

C1 Ability to communicate clearly both orally and in writing, clarifying requirements and responding to colleagues and customers in a customer centric way.

C2 Be able to show empathy when dealing with customers showing tact, diplomacy and discretion.

C3 Ability to work with minimal supervision and remain calm under pressure, responding flexibly in a busy or unexpected environment.

C4 Competent numeracy skills.

C5 Ability to use own judgement to independently resolve issues.

C6 Accuracy and attention to detail.

C7 Effective planning, organising and prioritising skills, with the ability to see tasks through to completion.

Desirable

D1 Manual Handling.

Experience

Essential:

E1 Experience of working in a customer facing office or customer service environment.

E2 Experience of providing a high level of customer service, support advice and guidance.

E3 Experience of carrying out a range of administrative tasks to a high standard.

Desirable:

F1 Previous experience of working in student service environment, including student accommodation.

F2 Experience of dealing with international students from different cultural backgrounds.

F3 Experience of dealing with difficult situations.

F4 Catering/Barista experience.

Terms and Conditions

Salary will be Grade 4, £23,881 - £26,338 per annum pro rata, plus 6% shift allowance where applicable.

This post is part-time (27 hours per week), and open ended.

This Dumfries-based role will incorporate aspects of Accommodation (am) and Catering (pm) with hours worked predominantly between Monday and Friday. Flexibility will be required as there will also be some weekend work included, as required, i.e. open days, check-in weekend, etc. which will attract an allowance.

Closing date: 5 June 2025