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To deliver a high-quality customer journey to all stakeholders through the provision of excellent customer service.

To support the client in delivering sector leading accommodation services.

To support the wider Sodexo team locally, regionally and nationally as required in line with our corporate values of Service Spirit, Team Spirit and Spirit of Progress.

Context:

• Sodexo Residences Team at University of Greenwich are responsible for delivering services on-site 24/7, 365 days a year, and staff will be required to support this within the realms of their roles.
• The University of Greenwich has a student body of over 20,000 students representing over 140 different countries, this means the University has an extremely diverse mix of cultures, backgrounds and religions. The team needs to be able to support this by delivering focused customer service that takes note of this, including where language barriers may exist, and staff should be willing to be flexible and quick thinking about how to overcome such barriers
• § Staff will come face to face with difficult and challenging situations; mentally, physically and emotionally. The post holder needs to be resilient and able to operate in these circumstances, however Sodexo provide an industry leading 24/7 support service to staff free of charge, as well on-going support and training in how to handle these difficult circumstances.
• § Students living within our student accommodation have often moved away from home for the first time, and it is a completely alien experience to many, staff should be able to empathise and provide a warm, welcoming face that residents can get to know, and feel that they can approach staff in times of need.
• Our people are our greatest asset, and it is essential that this role is at the heart of the overall student experience. This role will work with multiple stakeholders to ensure a joined up and seamless approach to the student journey.

Main Assignments:

• Handling enquiries via telephone, email, social media, and computer aided facilities management platforms and face to face.
• Issue and control of resident, contractor, and staff keys & Salto system.
• To complete administration tasks on the University’s Accommodation system, which includes tasks such as checking students in and out, running reports and applying charges to student accounts
• Input maintenance requests into an electronic QFM system following relevant guidelines, training and policies. To monitor jobs and follow up on those that haven’t been completed keeping the students aware of what is being undertaken.
• Support in the delivery of customer viewings as required as well as during open days to support the client and maximise occupancy across the accommodation estate
• Ensure accurate information is always available to other staff throughout the accommodation estate.
• Provide pre arrival communication and information to ensure that the students have all they need to transition from home to University life.
• To enhance the student experience by creating a fun environment in which to live and learn, this includes arranging and hosting regular events throughout the year and working with the halls life team to support on any initiatives, environmental updates, events and campaigns.
• To share engaging content via various platforms such as social media, newsletters, e mails
• To complete flat and room inspections, end of tenancy departure checks, pre arrival room and flat checks using an online Inventory system.
• Work with the cleaning team to provide accurate information
• To complete student welfare checks as requested
• To respond to and take ownership in the first stages of any breach of tenancy agreements
• To provide emergency response for buildings during office hours, and whilst extremely rare, this may require out of hours support in extreme emergencies
• To take pride and ownership in the presentation of their sites and support the Manager in resolutions of audit actions.
• Respond positively to feedback by proactively reviewing processes, procedures and practices to ensure that the needs and expectations of relevant stakeholders are met
• Work cooperatively and maintain effective relationships with others, internally and externally to Sodexo, as appropriate to own area of responsibility
• Adhere to all relevant Health and Safety Policies, challenge any unsafe behaviour and report any dangers, near misses or hazards you encounter.
• Look to continually review and innovate to ensure the customer is at the focus of why we do what we do.
• Be knowledgeable of local events and information to be able to support residents and commercial guests when staying on site
• Work collaboratively with the Customer Experience Manager to establish new ways of engaging with students, through social media channels
• This list is not exhaustive, and the post holder will be expected to carry out other reasonable duties from time to time as requested.

The ideal candidate must possess the following skills;

• Ability to prioritise own workload with minimal supervision and use of own initiative
• Ability to work quickly and calmly, especially under pressure and in emergency situations
• Experience of Data Protection, and handling sensitive issues in an appropriate manner
• Be a team worker with a flexible approach, to include the ability to request and offer support to other team members as required, including liaison with line manager
• Have excellent IT skills
• Possess good communication skills, both verbal and written, including accurate spelling and grammar and the ability to give explanations clearly
• Be self-motivated
• Have an excellent understanding of customer care, including upset and irate customers
• Experience of working with, and the ability to empathise with people from a diverse range of backgrounds, cultures and religions
• Experience of using databases, spread sheets, social media and other computer-based applications including Microsoft Office
• Flexible attitude to working, including willingness to work overtime, such as open days, arrival weekend, unsocial hours and other weekends as required all year round.

Essential Qualifications:

• Educated to a minimum of GCSE Grade C (or equivalent) in Maths and English
• Training in Microsoft Office suite

Accountabilities:

• Support the Sodexo team to deliver continuous improvement in customer satisfaction
• Support the Sodexo team to proactively embrace change and contribute to continuous improvement
• To strive to take ownership and accountability in day to day operations in all front of house and soft services provision

Competencies:

• Growth, Client & Customer Satisfaction / Quality of Services provided
• Innovation and Change
• Brand Notoriety
• Rigorous management of results
• Commercial Awareness

In the UK and Ireland, Sodexo employs around 30,000 people, and partners with clients in many sectors across business and industry; schools and universities; sports and leisure; energy and resources; government and agencies; healthcare; justice and defence.

Sodexo’s connected; people-centric approach brings together a diverse range of expertise. The breadth of services it offers ranges from food and hospitality; cleaning; reception; concierge (Circles); security; property management and technical services through to data driven workplace strategy and design (Wx); employee engagement and recognition services (Sodexo Engage) and personal home services through Prestige Nursing + Care and the Good Care Group.

Vital Spaces is Sodexo’s value proposition that puts people at the heart of everything we do, bringing together services and solutions and focusing on the productivity and wellbeing of people wherever they are.

Sodexo is committed to being an inclusive employer; we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process

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