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ACCOMMODATION MANAGER
Job Ref: A-551267
Department: Residential, Sport and Commercial Services Location: University Campus
Salary: £31,020 - £35,939 pa Grade: 7
Tenure: Permanent Hours of work: Full-Time
Closing Date: 30 July 2012 Interview Date: To be confirmed
_____________________________________________________
Informal enquiries to Mike Kelley on 0151 794 4719, email: kelleyma@liv.ac.uk
Application Procedure
Applications should comprise:
*A completed applicant information form
* A copy of your full curriculum vitae
*A statement indicating the reasons for applying for this post and how your training and experience is relevant.
If you have any particular requirements should you be invited to interview, please make this clear in your
application.
Submitting Applications
Applications may be submitted by e-mail to jobs@liv.ac.uk or by post or in person to: Human Resources
(Recruitment), The University of Liverpool, Hart Building, Mount Pleasant, Liverpool L3 5TQ
ROYAL MAIL – Postal Pricing System. Please ensure that postal applications carry the correct postage according to the weight and
measurement of the item, as items with insufficient postage will be held and delayed by the Royal Mail. Details of their pricing system are
available online at www.royalmail.com or from a Post Office branch.
Acknowledgement of Applications
Please note that we are unable to acknowledge postal applications. If you would like an acknowledgement
please enclose a stamped addressed card or envelope, and place it at the front of your application. If you e-mail
your application you will receive an automated acknowledgement.
Shortlisting and Interviews
Shortlisting and interview arrangements are the responsibility of the recruiting Department. Please contact Mike
Kelley on 0151 794 4719, email: kelleyma@liv.ac.uk if you have a query after the closing date.
Outcome of Applications
Vacancies at the University often attract a large number of candidates and it is not always possible to respond
individually to every application. If you have not heard from the recruiting Department by late August 2012
please take it that your application has not been successful.
Job Ref: A-551267
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Asylum & Immigration
The University will comply with the Immigration, Asylum and Nationality Act 2006, which requires all employees
to provide documentary evidence of their legal right to work in this country prior to commencing employment.
Please be aware that you will be required to bring your passport (and visa if applicable) to interview so that it can
be copied and verified by a member of the Selection Panel. For posts requiring a recognised degree level or
equivalent qualification, and where there is no suitable UK or European Economic Area candidate, the University
will take the necessary steps to secure UK Border Agency permission for a foreign national to take up
employment.
Should a candidate require a Certificate of Sponsorship in order to take up a post they will need to meet the UK
Border Agency Tier 2 Points Based Criteria. A self assessment tool can be found on the UK Border Agency
website at: www.ukba.homeoffice.gov.uk/pointscalculator.ukba.homeoffice.gov.uk/tor
A candidate may also be required to undertake an English Language test prior to commencing work at the
University. Details of Home Office approved tests can be found at:
www.ukba.homeoffice.gov.uk/sitecontent/newsarticles/pbsapprovedenglishlanguage
Further information on the eligibility criteria for Certificates of Sponsorship can be found at:
www.ukba.homeoffice.gov.uk/employers/points
Diversity and Equality
The University of Liverpool is committed to diversity and equality of opportunity. All employees and applicants
for jobs will be considered on their abilities and will not be discriminated against on the grounds of age,
caring responsibilities, colour, disability, employment status, gender, gender identity, marital status,
nationality, race or ethnic origin, religion or belief, sexual orientation, socio-economic status or any other
irrelevant distinction. Training is available to support career progression within the University.
Two Ticks Disability : Guaranteed Interview Scheme (GIS)
The University of Liverpool is committed to the employment of disabled people, and as part of our
commitment, we guarantee to interview all disabled applicants who meet the essential criteria for a post and
consider them on their abilities. If your disability prevents you completing the application form by the specified
closing date, or when the vacancy closes early, due to a high volume of applications, please call the
Recruitment Team to discuss alternative arrangements.
To apply for a post under the disability GIS, you must disclose your disability (as defined by the Disability
Discrimination Act, 2005), and mark X in the yes box on the Equal Opportunities Employment Form. This
form must be returned with your application form. Full details of the scheme are available at
www.liv.ac.uk/hr/organisational-development/Two_Ticks.htm
Accessibility
If you require copies of documentation in alternative formats, for example, large print or Braille, please
contact jobs@liv.ac.uk or telephone 0151 794 6771.
If you have any other requirements which will help you access the application or interview process or
employment opportunities at the University of Liverpool, please let us know by contacting jobs@liv.ac.uk or
telephone 0151 794 6771.
Add initials / date
Job Ref: A-551267
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RESIDENTIAL SPORT & COMMERCIAL SERVICES
ACCOMMODATION OFFICE MANAGER
GRADE 7
ROLE OVERVIEW
Reporting to the Director of Residential Services, you will lead, manage and supervise the
Accommodation Office to ensure all accommodation services are delivered to students, staff and
visitors to the highest possible standard
Ensure the effective delivery of the Departments housing allocation policy, taking into account
housing priorities, medical requirements and personal preferences
Lead a small team of clerical staff
Provide a range of accommodation related services to customers some of whom will need complex
help, advice and assistance
Day-to-day work will be complex and involve cases requiring careful assessment and may involve
others engaged in the health and welfare services within and outside the University including,
Emergency Services
Time will be spent organising & motivating the Accommodation Office team
To maintain positive working contacts inside and external to the University
Establishes him/herself as the recognised point of contact for the service area both to users and also
to other e.g. parts of the administration
Takes the lead in determining the administrative and computing needs for the Accommodation Office
and set up and maintain new systems and procedures
To maintain and develop student record systems to be used for billing purposes in relation to
residence fees, deposits and additional charges
To lead on the marketing, promotion and presentation of the Residences at University Open Days
and other marketing opportunities
Job Ref: A-551267
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UNIVERSITY CONTEXT
You will be the key point of contact within the University for all accommodation enquiries, the
allocation of accommodation and the general provision of accommodation services
You will be the key point of contact for Hall Managers and other departmental staff involved in the
provision of accommodation services
Contribute to the development of the Residential Services Accommodation Strategy working with
internal and external partners
To develop professional working relationships with other Higher Education institutions, particularly
within Merseyside, involved in the provision of accommodation to students.
To ensure the University is seen as a principle and leader within the student housing sector
To represent the Department at meetings and committees as appropriate
To develop a close working relationship with the Guild of Students for the benefit of students re
welfare, disciplinary and service issues
RESPONSIBILITIES
A member of the Residential Services Management Team. To attend regular team meetings and
develop close professional working relationships to facilitate effective working
Organises/oversees all aspects of the services provided by the Accommodation Office, ensuring all
systems and records are accurate and up to date, all procedures are being operated in a timely
fashion, ‘difficult’ user queries are properly processed and background activities on the office such as
filing, updating of records, completion of routine returns, maintenance of office equipment takes place
on a regular basis
To manage the customer satisfaction process relating to university owned and managed
accommodation
To manage the RSCS complaints process relating to accommodation services
To liaise with student welfare and support services with regards to housing related issues
To manage the financial process and records relating to the production of invoices relating to
accommodation fees and charges. To meet university standards in respect of financial accountability
and audit
Job Ref: A-551267
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Responsible for the marketing of accommodation, in particular, develop the Accommodation Web Site
and utilise social media to promote what is available
Participates with colleagues in RSCS and senior staff to devise and implement improved
arrangements, ensuring that arrangements operate consistently and that changes are documented
and explained to staff as appropriate
Checks regularly to ensure all operational deadlines are met. To plan and organise the work of the
Accommodation Office well in advance to facilitate effective working
Provides support and advice RSCS staff as appropriate and to individuals within the Accommodation
Office
Take responsibility for the performance of the Accommodation Office
To communicate and explain accommodation policies to staff and to users of the Accommodation
Office across the University. To be a primary point of contact for feedback from users
To work with others as appropriate to develop the computer systems used by the Accommodation
Office
To liaise with Faculties and Schools re undergraduate and postgraduate admissions and their
requirements for accommodation
Assists the Director of Residential Services with periodic reviews of the Accommodation Office staffing
and administrative arrangements
To identify business opportunities and maximise income. In particular build the business relating to
Summer Schools
DUTIES
To have effective systems in place to respond appropriately to all enquiries
To promote the Accommodation Office at University Open Days and other events where it is possible
to promote the Residences. This will involve speaking at events to groups of prospective students and
their parents
To take the lead on managing customer satisfaction and manage an RSCS complaints procedure
As the Manager of the Accommodation Office to recommend improvements and changes to the
services offered to ensure they are modern and fit for purpose. In particular make best use of
technology to enhance services
Job Ref: A-551267
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To act as Departmental Safety Co-ordinator for the Accommodation Office
Maintain accurate records of all financial transactions
To manage a budget for the Accommodation Office
Makes use of admissions and student number data to provide reports to senior management
Maintain service delivery through absences, holidays, sickness and other unforeseen events
To source alternative/additional accommodation as required to meet business needs
To develop and train staff within the Accommodation Office
To attend meetings and training sessions as and when requested
To produce a business plan each year for the Accommodation Office
SKILLS & KNOWLEDGE
Experienced in managing a customer service within an office environment
Experienced in managing staff
Aware of the policies affecting his/her work area
Good working knowledge and experience of a variety of University administrative systems, some to a
high level of expertise within a departmental context backed up where appropriate with formal
qualifications
Computer skills: MS Office (Word, Excel, Access and Outlook)
Develop computer skills relating to University and Departmental systems such as Agresso, Spider,
Kinetics and the Web. Ability to contribute to the development of systems/procedures for use by others
Have/develop specialist knowledge re student housing and accommodation issues affecting students
Have/develop specialist knowledge re housing law as it affects a student tenancy and lettings to staff
and other visitors to the University
To have management experience within a customer service office environment, preferably with
experience of student housing with the context of a University
Job Ref: A-551267
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PERSONAL ATTRIBUTES
Dependability, reliability and consistent ability to produce high quality/quantity of work
Good personal organisation, ability to organise and get the best out of others
Ability to use basic skills & expertise and initiative of self members of the team along with a good
general knowledge of the office and events to deal expeditiously with exceptional tasks
Good interpersonal skills: ability to work with staff, students and colleagues
Ability to prioritise work, to reach decisions quickly
Ability to work as part of a team of senior staff and also to take on role of team leader
Pension
The Occupational Pension Scheme associated with this appointment is the Universities Superannuation
Scheme (USS).
Full particulars of the scheme can be obtained, on request, from the Director of Human Resources.
An acceptance of this appointment will be taken as an application to join USS and have the appropriate
contributions deducted from salary unless the Director of Human Resources is expressly notified in
writing either before commencing employment, within three months of that date or on expiry of three
months notice, that the appointee intends to make his or her own pension arrangements.
Should the appointee decide to make his or her own personal pension arrangements, the University will
not contribute to the personal arrangement. No other form of supplementation of pension benefits will be
available from the University.
It may be possible for a newly appointed member of staff who has not been in USS to have his or her
accrued benefits from his or her former pension scheme transferred to the USS. In such a case, USS
will be asked to investigate a transfer payment and will provide, on actuarial advice, a proposal for a
number of years' credit in USS which such payment would secure. The member of staff is at liberty
either to accept this or elect to deal with his or her accrued benefits as determined by the rules of his or
her former scheme.
Job Ref: A-551267
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EMPLOYEE SPECIFICATION-Shortlisting Criteria
Post Title: Accommodation Manager Salary: £31,020 - £35,939 pa
Department: Residential, Sport and Commercial Services Job Ref: A-551267
Attributes No. Essential Criteria - Identified from Desirable Criteria - Identified from
CV/Supporting Statement/ References/ Interview CV/Supporting Statement/ References/ Interview
1.1 Relevant experience within an office environment delivering a Experienced in managing customer expectations and taking
1. EXPERIENCE customer orientated service responsibility for managing service delivery failures
1.2 Relevant experience of working within a complex organisation as a Previous experience of managing an Accommodation Office
Manager, responsible for resources and a team of staff or similar role which involved room allocation and managing
1.3 Experienced in managing change and maintaining customer students/customers
service
1.4 Experienced in writing complex reports
1.5 Experienced in managing customer complaints at a high level
2. EDUCATION 2.1 A degree (or equivalent qualification or professional experience) Work based training qualifications relevant to the role
QUALIFICATIONS
TRAINING 2.2 Possess formal hotel and or housing qualification
3.1 Excellent IT and office skills including systems and web design Experienced in speaking to large groups of students and their
3. SKILLS, GENERAL Statistical analysis, identifying trends and developing a customer parents at University Open Days, Accommodation Visit Days,
service within a fast moving environment and at other Departmental Open Days
AND SPECIAL
3.3 Excellent interpersonal and communication skills Experienced in managing the introduction of new IT and
KNOWLEDGE support systems
3.3 Able to lead presentations to large groups of people 4. Experienced in coaching and training staff
3.4 Able to demonstrate a thorough understanding of administrative
and financial procedures
4. PERSONAL 4.1 Able to work under pressure to meet operational deadlines
ATTRIBUTES AND 4.2 Enjoy a challenge and working with people
CIRCUMSTANCES 4.3 Able to act in a professional manner at all times
4.4 Able to work alone and use initiative as required
Job Ref: A-551267
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