Job Title: Customer Services Administrator Position Purpose: The Accommodation Service is part of the wider Student Wellbeing team.
The university considers living within our halls, apartments, and studios to be an important part of a student's experience.
By creating a positive living environment that supports students as they transition into university life, offering them the opportunity to be part of a friendly community, enabling them to focus and be successful in their studies.
This role is responsible for providing administrative support and customer service as part of the team from Massey Halls of residence Accommodation Services.
Ensuring prospective students, applicants, and current residents receive exceptional customer service.
Department: Accommodation Services Location: Wellington Reports to: Resident Services Manager, Accommodation Key Relationships: Accommodation Team Prospective Students and Families Massey Facilities Team Allied Security Massey Operations Team Contractors Residents Suppliers Professional staff across the university Accountabilities: Provide a professional, welcoming, and responsive reception service, by telephone, in person, or through digital channels, responding promptly and with accurate information.
Proactively engage with residents to develop and maintain a helpful and caring profile, being a point of reference for individuals needing advice or assistance during the course of their residency, referring to the appropriate staff member as required.
Respond to resident requests for service, taking appropriate action, documenting where appropriate, and following requests to resolution within agreed timeframes.
Be fully conversant with the Massey Halls Residential Agreement, Community Rules, Handbooks, and Procedures.
Provide accurate information on a variety of accommodation matters to current and prospective residents and their families.
Maintain an orderly reception area ensuring notices and brochures are all current and branded.
Assist with tours of accommodation to prospective residents to encourage application and conversion, ensuring a consistent message across the team.
Ensure reception, office, and common areas are clean and tidy at all times to ensure a positive impression of Massey Halls is created for all existing and prospective residents.
Attend to resident hall lockouts during business hours.
Respond to all application enquiries, providing accurate information, escalating if necessary.
Ensure all documentation is recorded for selection purposes.
Handle sensitive information appropriately and securely, liaising with residential staff when there may be an impact on hall residential life.
Assist with check-in and check-out processes, including inspections and preparing key packs.
Participate in the processing of weekly direct debits and assist with the bond refund process.
Ensure compliance with prevailing operational legislation, including Data Protection and privacy.
Report on any incident or health and safety issue that arises following Massey Halls procedures.
Qualifications and Experience: A tertiary qualification is preferred.
Experience working in a tertiary accommodation environment would be an advantage.
Experience in a customer service environment is desirable.
Experience in an administrative role is desirable.
Experience with Star Rez Software would be an advantage.
Pre-employment Checks: Requirement to pass a Criminal and Traffic Convictions (Security) check performed by the Ministry of Justice.
Requirement to pass a Credit History and No Asset Procedure (NAP) Credit History Check performed by Equifax.
A safety check in accordance with the Vulnerable Children Act 2014 is required.
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